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 […]
Service Management Tools
Types of Tool Automation
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, […]
On the architecture of IT service management tools
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, […]