What is the best ITIL V3 or ITSM tool?

We go round this question every week on LinkedIn. My answer is getting pretty well honed.

Software automation won't necessarily lower staff costs

Automate to make systems more reliable. Automate to make them more effective. Even automate to make them more efficient. But don't automate to eliminate people, at least not if the system is mission critical. You need even more highly trained, professionally-alert staff, to step in when it all goes pear-shaped. And it will.

ITIL Software Endorsement Scheme dropped on an unsuspecting public

News continues to leak about an ITIL Software Endorsement Scheme endorsed by OGC, administered by APMG, and created and assessed by a small organisation SMCG. Without any public discussion at all, a "standard" for ITIL software products is about to be dropped on the unsuspecting ITIL public.

About Tools for ITIL V3

You never have to buy any tools: any process can be operated manually. But they help. Not only has ITIL version 3 expanded into new processes, but it has also expanded in another dimension: along the service lifecycle. Think of it as not only has functionality got longer but it has got wider too (see the diagram above).

If you are lucky enough to have picked a vendor who will include all this new ITIL V3 functionality as an upgrade and you are current on maintenance, then you will only need to go to the expense of rolling out a new version when you adopt ITIL Version 3.

The Craftsman and the Bazaar

Many of you will be familiar with that seminal work The Cathedral and the Bazaar, a manifesto of the open source movement. If not, I recommend you read it. Today I want to talk about a different perspective: the Craftsman and the Bazaar.

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