Posted: Sat Oct 07, 2006 9:14 am Post subject: Service Management Platform
I am looking for a "service management platform" that supports ITIL and some kind of process improvement methodology like TQM or Six Sigma etc...
There are lots of tools out there and I am wondering if there is such a thing as a technology framework to tie all these tools together? Ther are plenty of processes and methodologies but what about a technology platform for all this stuff?
Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Sun Oct 08, 2006 12:34 pm Post subject:
To my knowledge, there are only two vendor based solutions that are intended to act as ITIL "Platforms".
The first is a company called "Service-Now", which is like Remedy or Peregrine on steroids (nicer UI and web based). It claims to have a CMDB but as far as we can see, it only really has an Asset Register. It also seems to use a vertical name/value pair storage model, which, if I'm correct, becomes very slow when dealing with large enterprise data volumes. It also doesn't cover too many disciplines within ITIL. Overall, I'd have to say they did a pretty decent job.
The second is our own KnowIT platform, which is also web based which covers more ITIL disciplines, has a CMDB that handles real relationships, and which is more than just an ITIL platform. It's more of an "IT" platform. We're an IT Utility company that focuses on hosted Information Management Solutions, of which an ITIL platform is a subset.
On thing that both have in common is that they leveraged ITIL as requirements to design the solutions as a whole product solution for ITIL.
Feel free to take a look at both. If you can find others, I'm always interested in them.
It's becoming very old and unproductive to install independent tools and try and tie them all together. As anyone who's gone that route will tell you, you can't tie a few tools together, properly, let alone tie everyone to everyone else. It's just not possible nor is it productive.
Let me know if you have any questions.
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