Technology (ITSM Tools)

This section contains answers to issues related to the Technology aspect of implementing ITIL®.

Answers to ITSM & ITIL® Tools Questions Last Modified
Where to download a free glossary of ITIL 4 2020-03-02
How to get people to log tickets 2020-02-28
How to manage the new ITSM tool once it goes live 2020-02-17
Should everyone be allowed to create CIs 2020-02-17
How many ITSM tool licenses do we need 2020-02-17
Should we migrate old tickets to the new ITSM tool 2017-06-21
Is there a book to help us get going with ServiceNow 2017-04-27
Do we need to consult the Union before implementing a new ITSM tool, SLAs or Client Satisfaction Surveys 2017-01-28
How many categories do we need 2017-01-03
We need categories to classify the cause of IT security incidents 2016-09-02
How to come up with categories for our service requests 2016-09-02
Do people need training if the ITSM tool is easy to learn 2016-06-08
How to track issues and enhancements users have with the ITSM tool once it goes live 2016-02-25
How to ensure that people attend training for the ITSM Tool 2015-12-02
Do I.T. People need user training for the ITSM tool and how to get them to attend (itSMF Service Matters - Issue 13 Sept. 2013).pdf 2015-06-20
Who is responsible to administer the ITSM Tool after it goes live 2015-06-01
Is there a standard we can use for the CMDB structure 2015-04-12
How to determine how many tasks should be in a workflow 2014-10-20
How to identify workflows to develop first (itSMF Service Matters - Issue 16 June 2014).pdf 2014-10-20
How to manage the new ITSM tool once it goes live (Service Matters - Issue 15 Feb. 2014).pdf 2014-10-20
Why asking what you want to report on is the wrong way to implement a tool 2014-08-20
What are the challenges of automating the approvals of service requests 2014-05-13
How to identify workflows to develop first 2014-05-13
Why does it take so much effort to automate a process into a workflow 2014-05-12
Should we stop the clock to avoid breaching the SLA 2014-05-03

More answers to ITIL® questions and its implementation
"Companies get the systems they deserve. A company's systems estate is a result of its culture, organizational history, and its funding structures. Coherent, well-integrated systems will only ever exists in companies that value coherence and integrated service."

Jim Cook, chief architect at British Telecom as quoted in Enterprise Architecture as Strategy, Harvard Business Review, 2006, p.202


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