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On the origin and the descent of managing services. We put meat on the bones.

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Service Management Tools

Manifesto for Service Management Tools

17 June 2014 by Robert Falkowitz 4 Comments

The service management marketspace is populated with hundreds of tools, nearly all of which resemble each other more than they are distinct. Fundamentally, they are a place to log tickets of various types, to push those tickets to various roles for their updating, to document the structures upon which the handling of those tickets depends […]

Filed Under: Service Management Tools Tagged With: 2nd line of support, 3rd line of support, manifesto, ontology, plugins, tools

Types of Tool Automation

13 October 2013 by Robert Falkowitz Leave a Comment

Types of tool automation The fundamental difference between a software tool and most types of tools is that software can be programmed to automate one or more tasks. Most other tools do not automate work at all, only extending the capabilities of the wielder of the tool. Certain mechanical tools can automate a task, but, […]

Filed Under: Automation, Availability management, Change management, Incident Management, Risk management, Service level management, Service Management Tools, Tools Tagged With: automation, change management, Incident Management, incident management tools, Service Management, service management tools

On the architecture of IT service management tools

17 November 2012 by Robert Falkowitz 3 Comments

New IT service management tool architecture

A common issue when implementing ITSM tools Often, while working on projects to implement a new IT service management tool, I have encountered the following remarks from one or more IT engineers. “Why are we implementing that new tool? Our team already has tools to do that.” To do what? Well, to manage the investigation, […]

Filed Under: Service Management Tools Tagged With: application architecture, incident, Incident Management, incident management tools, ITIL, ITSM, Service Management, service management architecture, service management tools

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