The following points have been extracted from an article entitled 'Selecting an ITIL Service Management Toolset'.   1.      Select a toolset that fits your organization not the other way round.  Processes come first not the tool.  Be clear on what you want the toolset to do…

Continuing the people, process and technology theme, having the right Management Tools in place is essential.  Without having Management Information continuous process improvement becomes impossible.   As the saying goes "if you can't measure it, you can't manage it".   Integrated ITIL Service Management…

To enable SIAM to be effective across internal and external suppliers the introduction of a Service Management Definition Document (SMDD) is recommended

At ITILnews we are always looking a ways to assist our customer community. 'ITIL in Practice' provides a series of articles that share knowledge that has been acquired from implementing ITIL. We hope you find them useful and would welcome your comments back. Furthermore if you have some knowledge or experiences…