Skill Level Beginner
- [Instructor] IT service management is rightly focused on a process view of IT service delivery, but you need tools to measure and monitor those processes. And there's universal agreement that automated tools are necessary to properly measure and monitor how those processes perform. You can follow well-respected surveys to determine how tool A implements incident versus how tool B implements incident. Those surveys focus on implementation considerations, so you can decide if the tool will work for you. But there's another set of considerations that show how a tool might operate in your environment. How does the tool support audit, react to vendor upgrades, accept external data feeds? The right tool for you has implementation and operational considerations. My name is Jim Kerrigan. I've been involved in IT service management for 20 years. For the last five years, I've been an independent contractor developing software in the IT service management space. Now, I'm taking you, a person exploring the ITSM tool environment through the operational considerations side of tool selection. You may not always agree with my point of view, so I welcome your comments and suggestions through the Q and A section of this course.