Have you ever felt, as a customer, that any vendor’s ITSM solution you buy forces you to restart from a very basic starting point?
Do you have the impression that many of best practices you practice from a long time could already be integrated as baseline in vendor’s solution, instead of being obliged to re-implement them from scratch? It is a matter of facts, ITSM software editors, as automation software editors supporting conception, deployment and support of IT Services, follow ITIL framework recommendation in a basic way. Even if the scope of fuctionalities is extending, ITSM best practices they embed still be the same since the beginning. Their vision of best-practices should evolve as customer’s maturity evolve. This would obviously be a great gain of time.
Their vision of process functioning (articulation), of the required flexibility to support, no longer correspond to the evolution of companies practicies. One of the most evident case is the CMDB topic. All ITSM solutions on the market provide a CMDB data model and functionnalities supporting the concept of CMS. In the facts, the proposed data model, even though it is based on CIM standard, is not designed to support Service Management activities as it should be. It does merely correspond to end-users company needs and does not allow CMDB projects to be conducted with success.
We aim to share practical vision of best-practices and their evolution with practitioners and provide results to software editors in order to complement Standards recommendations.