There are a plethora of Service-Desk tools on the market to help you handle Incidents, Problems, Changes etc. A great many of these Incidents, Problems & Changes will have originated as a consequence of poorly delivered Projects that introduced new or modified Services into the Live environment.
Isn’t it time that organisations invested more time and effort into addressing the root-cause of so many Incidents, Problems & Changes, rather than investing fortunes on customisation and upgrading of Service-Desk tools that merely handle the symptoms.
Sorting out the Service Transition process would yield enormous benefits for any organisation.
Developing your own process is challenging, costly, and time-consuming. Paper-based processes are very prone to abuse or circumvention and cannot be monitored or policed very easily.
Is there a need for a unique tool that integrates Service Management & Project Management, and addresses all the necessary collaborations, engagements, controls etc. required in a Service Transition process?
What would such a tool need to do?
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General discussion on all aspects of the IT Infrastructure Library (ITIL)
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