Jun 24th, 2009 by rsiyengar
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| VOL. 5.25, June 23, 2009 |
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| I believe that all ITSM enabling software solutions should carry a warning label that says, “Caveat Emptor.” It is up to you, not the software company or some “paid verifier” to understand your needs and validate your decision…
That is how I started this DITY over two years ago. This spring the OGC announced a new certification scheme for “ITIL Compliant Software.” APMG, the ITIL Accreditor is administering the scheme and has already certified two software products. The industry buzz was mostly negative and in some cases scathing. Since I wrote this article, the ITIL remains a descriptive framework, and it still takes a Clintonesque approach to defining words to apply “compliant” to anything associated with ITIL’s guidance. And as long as “it depends” is the most common answer provided to students and clients when asking about how something in ITIL is implemented, I felt it was only appropriate to dust this article off and run it again.
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| Who is Billy Mays and why does he always seem to be yelling at us? You know, he’s the guy who pitches products like Oxiclean on TV; where he extols the virtues of the product with a booming voice that is at least several decibels above pain … and urges you to act “right now” … and if you do he’ll see to it personally that your order is doubled (of course there are those shipping and handling fees). What got me thinking about Billy Mays was some recent research I’d done on software products that claim everything from “ITIL Compatibility” to “Ensuring IT Alignment with the Business” … almost forgot “ITIL in a Box.”
Before I go too far in this article, I think it would be best if I clearly stated my biases on the subject of software companies and products in the IT Service Management space. First of all, for quite some time, many software companies have jumped on the ITIL bandwagon, marketing their products as “ITIL compatible and verified.” Because IT Service Management (ITSM) is a descriptive, not prescriptive, framework, the whole situation would have been laughable except for the fact that a significant number of IT shops bought these “compatible” and “verified” software products, thinking it would accelerate their ITIL adoption efforts.
It got worse when the IT shops discovered that the products came in a “few processes short,” and they only learned after the fact that “compatible” really meant compatible in ITIL terms only and “verified” meant nothing as there was no standard to verify the product against.
I have both purchased and built ITSM enabling software for the IT organizations I have run. Based on my 29 years experience working with IT and ITSM- enabling software, following I present my 7 steps to properly choosing a software vendor and package.
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Ramabadran Seshadri Iyengar
Itsmf Professional Member
Business Partner, India, Middle East, Asia Pacific
www.rsiyengar.com
www.rsiyengar.org
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