IT Service Management Foundations: Tools
I learned that IT service management is focused on a process view of IT service delivery, but you need to make sure you are utilizing the right tools to measure and monitor those processes. The tools selected must operate in an environment that can support audit, react to vendor upgrades, and accept external data feeds.
Tools are the most useful when they:
- Are broad base
- This covers most of the primary processes:
- Incident
- Problem
- Change
- Configuration
- Request
- Knowledge
- This covers most of the primary processes:
- Have online resources available
- Have ample support and documentation online
- Community or forum posts
- Trial versions
- Are covered in major evaluations
- Fully tested by third parties
This course was really interesting to complete and gave me insight on the specific tools that are used in IT service management. As a Management Information Systems major, I need to be informed on the many aspects of this field and there is no limit as to how much one can learn in this field of study. This course helped me gain valuable information pertaining to IT service management.