50 Shards Of ITIL – The Bane And Pain Of ITSM Tool Selection

OK, it really should be the “500 shards of ITIL” but it just didn’t sound as sexy.

“ITIL is sexy?” I hear you cry. Maybe not for most, but IT service management (ITSM) is something many of us are passionate about. Or, to be more precise, the delivery of high-quality, business-centric IT services is something many of us are passionate about – with ITSM purely the means to that end.

Anyway I wander from my point . . . the “500 shards of ITIL” I refer to are the 500 extremely granular, ITIL-espoused capability points that far too many organizations commonly use as the basis for new ITSM tool selection. As I wrote in a recent blog for the ITSM Review: “the current method of creating RFPs (request for proposal documents) and selecting vendors based on a cut-and-paste, ask-for-everything-possible-mentality is so, so flawed.”

In a soon-to-be-released market overview of SaaS ITSM tools I add that “Customers often ask the wrong questions during product evaluations and therefore don’t get the answers they need.” Think about it – multiple choice is far easier to pass than an essay-style exam, and do you really need that infrequently adopted ITIL-espoused capability? If you don’t, why on earth are you asking for it?

Be careful what you ask for because you just might get it.”

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