From the course: IT Service Management Foundations: Tools

Why these tools? - ServiceNow Tutorial

From the course: IT Service Management Foundations: Tools

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Why these tools?

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- [Instructor] There are many, many ITSM tools. The selection criteria to include a tool in this survey were threefold. Broad base. Some tools are focused on key elements like help desk or event monitoring feed management or asset discovery or multi-system integration. Others are more broadly based and cover most of these primary processes, incident, problem, change, configuration, request, and knowledge. The intent here is to discuss those tools that are broad based. The second criteria was online resources. To research this course, it was essential to have online access to certain types of information, a trial version of the software, documentation that covers the technical aspects of the tool and a community forum where questions are raised and answers are provided. Note that while EasyVista doesn't offer a trial version it does provide a means to schedule a private demonstration to answer your specific questions. Here's a hint. Many of the slides presented in this course have a URL reference at the bottom that shows where the information was received. I'll admit that font is awfully, awfully small. So to preserve our eyesight I've collected all those references and placed them in a PDF file that is provided in the resource section of this course. The third criteria is that the tool was covered in major evaluations. Coverage in the major ITSM tool evaluation was a significant selection factor. Note that some of these evaluations are primarily analyst research like Gartner at one end and fully reliant on user written reviews like Trust Radius at the other end as well as those in between like G2 and Software Advice. And of course, to save time and space only so many tools could be examined to create this course in a reasonable timeframe.

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