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NEW SERVICE MANAGEMENT TOOLS FOR THE NEW YEAR

January 2016



Our very own David Lightfoot wrote a recent blog post for BCS, The Chartered Institute for IT, contemplating the evaluation and choice of service management tools. The article was published on the BCS blog prior to Christmas and can also be found below:

Around this time of year, with Christmas and family Birthdays, a familiar story in my house-hold is that I will be getting new tools, to make things of wonder in the New Year – a tree house, a shed, who knows, maybe even clogs!

Well this brought a level of realisation to me in the work place and through meeting up with colleagues – within the Service Management arena, too much is expected in terms of any of the great tools now available, such as Remedy, ServiceNow or Magic, the list is ever growing.

In the same way that a great drill and saw are never going to build my daughter’s vision of a tree-house on their own, the Service Management tool, without design, is never in its own right going to deliver Incident, Change, Request, Problem, SLA and Service Catalogues to an organisation.

The exercise needs to be driven by a clearly defined business need, followed by the right amount of stake-holder management, followed by a plan, which leads to the correct level of tool evaluation.

How many times have we seen tools driven with an IT focus, excluding business need, which fail to achieve what they set out to do? Ultimately they are there to assist delivery of the IT Service, in a way which is understood by the business.

How many times have we seen both IT departments and the business blame a very good tool for shortcomings in the service?

Instead, the process needs to be;


Bio comes across this time and time again and sometimes it is very difficult to say stop and review, due to the investment already made with regards to time, resource, or both. However, doing this may allow time to put plans in place which are needed and supported.



I don’t think what I am raising is new, but sometimes the same words on a different day, coinciding with new budgets and a New Year, allows organisations to stop and review.

David Paul Lightfoot MBCS

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