The ITIL v3 Software Endorsement Scheme permits consumers to buy and use ITIL based software tools with confidence, knowing the software has been reviewed for compliance with ITIL v3. In addition consumers are provided with usability assurance, whilst software vendors are provided with the ability to show compliance with ITIL processes.
Following the launch of the ITIL v3 Software Endorsement Scheme in September 2009, sixteen software packages have been assessed and fifteen have successfully been accredited and allocated Bronze, Silver or Gold awards. The software tools are:
Bronze Level - the tool has not been purchased by a customer
| Vendor Name | Name of Tool | Processes assessed | ITIL Version |
| BMC Software Inc. | BMC Remedy Service Desk 7.5; | Incident and Problem Management | 2 |
| BMC Software Inc. | BMC Remedy Service Desk 7.5; 7.6 | Incident and Problem Management | 3 |
| Intasoft Limited | IntaChange Enterprise Software Version 3.0 | Change Management | 3 |
| Easit | Easit Service Desk 4 | Incident; Problem; Change; Service Level; Service Asset & Configuration Management; Event Management; and Request Fulfilment | 3 |
| Sunrise Software | Sostenuto ITSM3 | Incident; Problem; Change; Knowledge; and Service Catalogue Management, Request Fulfilment; and Service Asset and Configuration Management | 3 |
| Wipro Limited | eHelpline V 3.0 | Incident; Problem; Change; Knowledge and Service Level Management, Request Fulfilment | 3 |
| BMC Software Inc. | BMC Service Impact Management v7.3 | Event Management | 3 |
Silver Level - the tool has at least three customers who have deployed the product
There have been no Software Tools assessed to Silver Level.
Gold Level - the tool has a least three customers that have implemented and are using the tool. Proof of customer implementation is required
| Vendor Name | Name of Tool | Processes assessed | ITIL Version |
| BMC Software Inc. | BMC Remedy Service Desk 7.0 | Incident and Problem Management | 3 |
| CA Inc. | CA Service Desk Manager r12 | Incident and Problem Management | 3 |
| IBM | Tivoli Service Request Mgr Version 7.1 | Incident and Problem Management; Request Fulfilment | 3 |
| ICCM Solutions | e-Service Desk Version 10.0 | Incident and Problem Management | 3 |
| BMC Software Inc. | BMC Remedy Service Desk 7.5; 7.6 | Incident and Problem Management | 3 |
| Hewlett Packard | HP Service Manager 9.20 (formerly Service Manager 7.1) | Request Fulfilment; Incident; Problem; Change; Service Asset & Configuration; Service Catalog; Service Level; Knowledge and Service Portfolio Management | 3 |
The software tool is required to pass mandatory assessment criteria against the specific process(es) that the tool is to comply with. Each of the questions covered by the assessment is assessed against three topics:
1) If the ITIL content is present in the tool.
2) If process automation is present.
3) If the product documentation explains how to use the point covered in the questions.
The processes that are covered are as follows the number in brackets represents the number of questions:
- Access Management (25)
- Availability Management (24)
- Capacity Management (13)
- Change Management (22)
- Continual Service Management (14)
- Demand Management (9)
- Evaluation Management ((10)
- Event Management (10)
- Finance Management (16)
- Incident Management (25)
- Information Security Management (13)
- IT Service Continuity Management (14)
- Knowledge Management (19)
- Problem Management (24)
- Release Management (29)
- Request Management (21)
- Service Asset and Configuration Management (16)
- Service Catalogue Management (9)
- Service Level Management (23)
- Service Portfolio Management (21)
- Supplier Management (15)
- Transition and Planning Management (11)
Free Download of ITIL tool assessment criteria as several PDFs are available via a zipped archive file by clicking here.
Consideration: If you are evaluating a toolset currently you may find it advantageous to un-officially consider the assessment criteria used by the ITIL v3 Software Endorsement Scheme.
If you have any comments or can provide further clarification then please do not hesitate to contact ITILnews or levae a comment below....