Service management tools can help processes to work more effectively. They carry out repetitive work quickly and consistently, whilst also providing a wealth of management information, helping to identify weaknesses and opportunities for improvement.
It is important that the tool being used supports the processes – not the other way around!
Often organizations believe that their difficulties in managing their processes would be overcome by a new tool, although their issue is actually the fact that the current tool is badly configured, or their processes badly designed.
Remember, “A fool with a tool is still a fool.”
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