As one tool vendor aptly put it, "a fool with a tool is still a fool."
Here are a few of the " ITIL 101" points for tool vendors to rememeber:
- Network monitoring is not SLM- SLT monitoring is not SLA monitoring
- Performance data is not capacity planning, let alone Capacity Management.
- The lowest level event message is often not the Root Cause, so your drill down data is only a symptom and you are not supporting Problem Management, though you play a useful part in providing one source of data for Incident Management. (Root Cause is often a procedural error and no software can detect it.)
- Costing is only one part of Financial Management, and asset costs are only one part of costing data. So your Asset Management tool is not playing a huge part in the ITIL financial processes, and the same with your bandwidth or email monitors.
- Threat detection and defence is one operational outcome of Information Security Management, not the practice of it.
- Tools that make changes to devices or software or networks are only an end tool for Deployment and not any part of Release or Change processes.- A service is a big thing, obviously bigger than some marketers can imagine.
- It is nice if your tool measures one tiny part of that service, such as the network links or the database, but it is a stretch to say that it plays much of a part in service measurement other can contributing one data item among many and no part of the process.
- Reducing costs isn’t part of ITIL, not directly. ITIL is about delivering better service. Using the bandwidth more efficiently or saving money on server purchases is often incidental to that.
- Business alignment means making sure that IT is operating according to the strategy and needs of the organisation as a whole. It does not mean measuring network usage by user or by application.
- Trouble shooting is not Incident Management, it is one small part of it.- Data is not information and information is not knowledge. Knowledge comes from people and knowledge management stores what people know. A database is not knowledge management, nor is reporting.
Well said indeed.
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