Saturday, April 21, 2007
In search of ITIL
I have begun the search for new Service Desk and asset management software based on ITIL. It is a daunting task. There are so many products to review. How do you find the right product that fits our department? I have been reading a lot about "best practices" for IT Service Management. There are two top standards, ITIL and COBIT. Both of these standards come from Europe. I think it is our duty and IT managers to constantly improve our IT service for the staff. We always need to review and improve our processes so our staff can concentrate on doing ministry and not have to worry or get disrupted by technology issues. More to come about my new quest.
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1 comment:
Phil,
Good luck on your quest. I suspect we'll need to be doing the same soon as well. I do want to clear up some mistatements you made though.
CobiT is a Control and Management framework and ITIL is a Process framework. They are not the same and in fact work well together. CobiT doesn't tell you anything about Service Management other than you need a Service Desk and it needs to do these 10 things. ITIL talks about it at the process level, with details likes Incident and Problem management, Configuration management and Change management.
For your quest for a service desk tool you should only be worried about ITIL.
Best
Bill
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