Choosing a Service Management Tool

Published: November 29, 2016

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About this Resource:

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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Content Expert:

Mark Smalley

Mark Smalley is a writer, speaker, and bridge builder at Smalley.IT. Mark’s main area of interest is the co-creation of value from IT investments.He is a contributor to many bodies of industry knowledge and has spoken at hundreds of events in more than thirty countries. He has also (co)authored many ITIL® 4 publications, most notably as lead editor of High-Velocity IT, that is referenced by Digital and IT Strategy.