What is the best ITIL service desk tool?

Submitted by skeptic on Sun, 2014-07-27 21:19

I'm surprised that folk can say "X is the best" when they have no idea of someone's requirements.

If you evaluate a tool based on features, you're doing it wrong.

The IT Skeptic's RealIT Radio

Submitted by skeptic on Sat, 2014-07-26 05:51

RealIT RadioAnnouncing RealIT Radio, a podcast series from the IT Skeptic.
RealIT Radio applies a cold fire-hose of reality to the overheated IT industry.

ITSM incident and problem: two names for three things

Submitted by skeptic on Fri, 2014-07-25 10:59

Debate around the definitions of Incident and Problem never seems to end.
Here's my take on the fundamental issue that fuels the endless arguments: we have two entities trying to do three jobs.

When a service breaks, we have to deal with three things in support:

How Operational Readiness should be done

Submitted by skeptic on Wed, 2014-07-23 11:10

I've written before about Dead Cat Syndrome and the importance of having a specific Operational Readiness function (i.e people). I saw this at a client site:

No we haven't passed the Turing Test

Submitted by skeptic on Sun, 2014-07-20 01:36

The New IT Age brigade will be all in a tizzy over the announcement that a computer has passed the Turing Test. We haven't, not really. We may have passed a silly little game, but we're not even close to an Artificial Intelligence that is indistinguishable from human.

If all I had was a hammer

Submitted by skeptic on Fri, 2014-07-18 23:23

Sometimes vendors need to pitch their tools as something less than the solution to all ills. Especially when it is a gadget.

The real Shadow IT is not about personal computing

Submitted by skeptic on Thu, 2014-07-17 02:09

There seems to be a wide-spread misapprehension that Shadow IT is exemplified by BYOD, that staff bringing their own personal devices is somehow making a big hole in IT's control of core information processing.

DevOps following in ITIL's footsteps

Submitted by skeptic on Tue, 2014-07-15 23:13

Listening to the DevOps world (I am immersing, or at least paddling) it sounds so exactly like the ITIL experience that I am literally laughing out loud:

nimbleness and the need to compete via technology

Submitted by skeptic on Mon, 2014-07-14 05:31

I've written before about how "the need to compete" is too often puffed up as a driver for technical change. Lots of IT people lack any objectivity around the business value of cool technology.

ITIL v3 - what standard is this based on?

Submitted by skeptic on Thu, 2014-07-10 21:28

Somebody asked me this question recently: ITIL v3 - what standard is this based on? I thought I'd share (and extend) my reply here.

There is no standard for ITIL, at any version. ITIL is not based on any standard. No organisation can be certified as compliant with ITIL.

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