Having been involved in the preparation and delivery of self assessments and demonstrations to show ITIL (IT Infrastructure Library) compatibility for several ITSM solutions, I have a few thoughts on the topic.
Most of you probably know what ITIL is, but if not, think of it as a set of guidelines around how to identify, track, prevent and resolve issues in your IT environment. You can get more info here: http://www.itil.org.uk/
I think it's important to understand what matters to your organization, based on where you are in the ITIL adoption process. Regardless of what tool you have or what the books say, looking at your users and their challenges is the best place to start and have an impact on the business. Most customers I have talked with over the years don't try to implement more than a couple of ITIL processes at a time.
Okay, so how can FootPrints v12 help?
- The IT Service Management business process template. What is it? It is a preconfigured package of containers, items, forms, fields, workflows, rules, and quick templates that you can use as a starting point. By creating the ITSM business process, you are fast-tracking the road to implementing ITIL guidelines. We have created all the basic elements that you can build on, so you don't have to start from scratch! I've had a few partners and customers say that it seemed to take a lot of work to get started with FootPrints v12. It only takes a long time if you start from the ground floor, and you don't have to!
- Configure to your heart's content! In addition to including things like the ITSM business process template, you have the ability to add as many additional containers, rules, workflows and other items as you want to meet your needs. If you want to go above and beyond the templates provided with v12, the sky's the limit! Add the processes that you want, in the way you want. Remember that ITIL is a library of guidelines. Those may or may not work for you, so it's good to be flexible and do what works.
- Unlimited portals and consoles. You can provide a unique experience for all your users. One of the goals of the incident management process is to restore service operation quickly to minimize impact to the business. Portals can help you do this by providing only the relevant functionality and information that each user needs. I always prefer the 'Keep it Simple' method so I don't have to sort through tons of information I don't need. You can give users an 'easy button' to submit an issue, for example. Use a template to prefill key data for them. In short, make it easy.
- I recommend starting small with one or two processes and growing later as you implement and learn how your organization responds. Think about your most common issue/call/email from users. If you don't know, this is a good place to start. Knowing this can help you implement processes that help to minimize these recurring issues, which gets your users back to their task at hand. Following the Incident management process and tracking every incident can give you this information. Often knowledge management is a great way to gauge what your users are looking for.
- Consider taking a class to learn more about ITIL guidelines to help decide what might work for your organization. BMC and many other companies offer in person and online training: ITIL training