ITSM encompasses several areas that can be enhanced through software automation or support. According to Turner (2004), common uses of software in ITSM are: creating and managing a CMDB, dynamic service modeling and mapping, seamless service desk integration, automation capabilities based on policies, financial modeling and reporting through service catalog, monitoring changes in the IT infrastructure, and tracking IT's compliance with SLAs. ITIL acknowledges the utilization of software tools in supporting ITSM processes.
Service Delivery (2001) outlines evaluation criteria for ITSM products including meeting functional and technical requirements, mandatory requirements, supporting best practices, being business-driven, addressing security considerations, offering training and consulting services, and having report generation capabilities. While it is impossible to have strict requirements due to differences in companies and IT environments, some basic considerations include being highly configurable to support defined ITSM
...processes within the business (Higday-Kalmanowitz and Simpson, 2005).
For the purpose of facilitating the existing ITSM processes, it is necessary that the software product offers a considerable degree of customization to adjust to a specific environment. Customization areas generally encompass the user interface, the collection of data, the monitoring and notification of events, and reporting. The product should also present strong integration capabilities. It is rare for ITSM products to function autonomously.
For an ITSM software to effectively assist the managed IT processes and diverse IT landscape, it should have the capability to interface and integrate with various technologies and products. Communication techniques, including Simple Network Management Protocol (SNMP), Extensible Markup Language (XML), and Remote Procedure Call (RPC), aid in product and system integration. Agent software is also commonly employed. Furthermore, accessibility should be prioritized.
ITSM software products must be accessible t
multiple IT staff groups in various locations due to the highly relational nature of ITSM processes and distributed IT staffing. The utilization of web technology and client software is a prevalent approach to achieving accessibility throughout the organization. Security is also crucial in maintaining accessibility, and the product should offer access control features that only permit relevant personnel to view necessary information. Additionally, ease of use is essential.
According to Puka et al. (2000), ITSM products must be user-friendly for IT staff members, despite their complex implementation and administration. The chaotic nature of the IT environment requires these products to provide quick access to relevant information, enabling staff members to effectively support the Service Support side. This necessitates an intuitive and readable interface, automation of certain functions, and readily available information. The paper concludes by examining a framework for IT Service Management.
The main consideration for selecting an appropriate ITSM software product is that it must be a good "fit" for the environment (business and IT) in which it operates. Understanding the specific business and IT environment is crucial for choosing the right software product. This is because the software only needs to work well in one specific environment, not in multiple environments. As businesses recognize the value of IT and embrace IT Service Management, software products that support ITSM will become critical for providing quality IT and business services. A specific evaluation framework for ITSM products will enable businesses to better identify products that support their ITSM initiatives.
References: Higday-Kalmanowitz, C.
, The editor of Implementing Service and Support Management Processes, published by van Haren Publishing in 2005, is Simpson S. E. and the author's name is
Macfarlane, I.
The following citation includes the publication "IT Service Management" by C. Rudd in 2001, which can be found in Reading, and was issued by the itSMF Ltd and Office of Government Commerce.The Stationary Office published a book titled "Service Delivery" in 2001.
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