Monday, December 17, 2007

Congratulations, You’ve Inherited a Service Management Tool! Now Use it!

"A fool with a tool is still a fool." It ’s not the tool, it’s the process that matters, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates. Focus on the process and you will be in better shape to determine which tool is right for your organization. This is an excellent article on the importance of putting process first. Too many times, the limitations of tools impose limitations on the process. This article points out the benefits of developing solid Incident and Change Management processes and using the tool to automate and track some of the defined process activities. This is an article to bookmark for future process improvement reference.

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