What is the best ITIL V3 or ITSM tool?
We go round this question every week on LinkedIn. My answer is getting pretty well honed.
1) You know what tool you need (or rather you know a shortlist) if you've done the process reengineering/improvement.
2) Get an expert to help with the processes.
3) Don't listen to anyone who only recommends one tool. ITSM tools all work, depending on your requirements (see 1). Anyone who says one ITSM tool stands out (a) only knows one tool or (b) has a vested interest in that tool
4) Don't buy tools on feature/function. That's the criteria for buying toys. Buy tools on fit to requirements (see 1), vendor and price.
5) You cannot buy an ITIL, despite what BMC tell you. ITIL is about transformation of existing culture and processes: you can't get that in a box, that's vendor bullshit.
6) You don't want to buy an ITIL. You want to achieve some goal with identifiable ROI. Along the way to that goal you may need to apply some ITSM principles. ITIL may be a good framework to help guide you in those principles (or not). ITIL is not an end in itself.
7) Technology. Does. Not. Fix. Process. Say it aloud.
Still want to start by buying an ITIL tool? Still believe you can buy an "ITIL solution" from a software vendor? Please send me the million dollars and I'll send you some spreadsheets and an Access database that will do the job just as well as any vendor can without requirements, process improvement program or cultural change program. You are not competent to be holding that money anyway.