IT Tools for the Business when the Business is IT: Selecting and Implementing IT Service Management Tools

Very little has been written on the practices that should be adopted when selecting and implementing software tools and most of it is from the perspective of the processes that these tools support. Although recommendations for specific products in the marketplace abound, there is little, specific guidance as to why specific IT service management tools should be chosen, how to perform their selection and implementation and what pitfalls should be avoided. This book examines the specific nature of ITSM tools, including the full range of tools to support the management of IT services. It also explores the specifics of the architectures that underpin the selection and use of service management tools. These specifics include the strategies and processes representing the (IT) business architecture, the architecture of the data classes managed by the tools and the architectural landscape of service management tools. It follows with a detailed examination of the activities leading to the selection and the implementation of a tool