ITSM and tools

I have been noticing in the past few years a huge increase in commercializing the ITSM to just a tool, all over the web Ads saying this tool will help you become up to ITIL for example.

What I have found that many of those organizations who actually bought those tools did not get the expected result. So what’s the problem, are the tools not good enough?

To understand the problem we need to understand two major parts:

Part one: the process.

Part two: the tools that will help you automate or simplify the process. (Some even offer generic process).

Think of it as the car and the driver (driver is the process and the car is the tool)

If you get the best car in the world you may not get the best results with novice Driver, but if you place a ٍskilled driver in a bad car he/she will get the best out of it.

Conclusion :you should try focusing on the process as well as the tools that will help you implement the process.

“ITSM is not Tools “

ITSM and tools

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Why do we need the documentation?

 

I spent years in IT industry in most days and in most Modern companies I found that they consider the documentation a burden not a solution for their problems .

Some of the reasons I had seen to avoid Making or updating the documentation :

• understaffed and lack the Time .
• lack of well ( no one will read it ) .
• lack the intention ( if some one know what I know I will be fired ) .
• I am the only one who do it anyway why should I document I can remember everything .

What is a process and its components ?

 

before jumping in into ITIL you have understand the need for a process to begin with , the process is the Structure Which will allow input to become specific output .

Example