Saturday, January 10, 2009

IBM Releases New IT Service Management Self-Assessment Tool!

Check out the new IBM Tivoli Unified Process Tool (ITUP) (registration required.) ITUP is a free, downloadable IT Service Management reference model that adds prescriptive and descriptive process content to make best practices more actionable.

New processes in version 7.14:

Customer Satisfaction Management

  • Demand Management

  • Facilities Management

  • Knowledge Management

  • Risk Management

  • Supplier Management

Improved processes

  • Incident Management:Enhanced descriptions. Added focus on major incidents.

  • Capacity Management:Enhanced descriptions

  • Request Fulfillment:Enhanced descriptions

IBM also offers a free IT Service Management Self-Assessment Tool (registration required) to help you determine the maturity of your ITIL processes.

There are several different modules to choose from. At the end of each module, you are provided with a generic report on next steps and process improvement suggestions.

While the tool is sufficient for a high level process overview, it is no substitute for knowledgeable and experienced consultants.

ITIL & IT Service Management

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