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The content of this article mainly focuses on how to choose ITIL-based management tools, the content of the article is easy to understand, well-organized, very suitable for beginners to learn, worth reading. Interested friends can follow the editor to read together. I hope you can get something through this article!

As the international standard of ITSM system, ITIL is independent of any manufacturer, has nothing to do with the nature of the organization and business, and only summarizes the most important practice parts in the field of IT service management. It can be said that ITIL is only a "reasonable abstraction" of IT service management practices, it only clearly indicates what should be done, but not how. When enterprises or other organizations implement ITIL, they can specify the standards and establish their own methodology. When enterprises use the processes and best practices provided by ITIL which contains quality management ideas to manage internal IT services, they can not only provide satisfactory services to improve customer experience, but also ensure that the process conforms to the principle of cost-effectiveness.

In fact, as the basic tool for the successful construction of multinational corporations'IT, ITIL has been unconsciously applied in the process of Chinese enterprise informatization, such as the internal IT service desk, disaster recovery and backup system, service level management SLA and so on. However, compared with multinational corporations that apply ITIL/ITSM management ideas rationally and consciously, there are not many Chinese enterprises that have consciously applied ITIL, and the enterprises that have applied ITIL are often not deep, systematic and comprehensive enough, and the benefits produced are not considerable enough. For modules with slightly more applications, such as help desk, event management, configuration management, etc., the applications are often at the "have" level and have not yet reached the "good" level. Other modules such as change management, problem management, capability management and so on are rarely used. To this end, in order to further improve the management level of enterprise IT services, careful study and application of ITIL is one of the key factors for success.

When applying ITIL, the most important thing is to choose a management tool to realize the landing of ITIL.

So, how to choose a management tool that is really suitable for you? Next, ServiceHot will tell you in detail.

In the application of ITIL, administrators will ask such questions: how does the ITIL system establish the IT service management process? What is the specific process? In the end, is it based on the ITIL system to establish the enterprise IT service management process, or let the enterprise IT service management process adapt to the ITIL system? This is an important issue to deal with the relationship between ITIL system and enterprise IT service management process in the process of implementation and construction of IT system.

ServiceHot believes that when enterprises choose management tools, the first consideration is: how the ITIL process fits the actual situation of users. Then, we need to be able to customize the service process.

We know that in the ITIL process, the asset allocation management process is the foundation of other processes. The asset allocation management function establishes a set of detailed configuration management database (CMDB) for the enterprise, and all kinds of information such as system, network, equipment, organization, contract, software and so on are available, which provides a comprehensive and timely way to consult the information. At the same time, maintenance personnel can timely grasp the organization, specific address, contact number, equipment configuration, use and other information of the faulty equipment, as an important basic data to solve the fault. Therefore, flexible configuration management and verification capabilities are the second feature that we focus on. Flexible configuration management and verification functions can provide a variety of asset configuration data input and import functions, and synchronize the change data of other management processes to the asset configuration library to achieve the management of the whole life cycle of configuration management data. At the same time, the template definition ability, with the linkage of the underlying monitoring system to achieve resource synchronization and inspection mechanism, can find and prevent arbitrary modification of the configuration.

When using ITIL's management tools, we usually need some auxiliary processes, which are very helpful to the daily work of the maintenance staff. Frequently used auxiliary processes should include: duty management, knowledge base, daily operation plan, personnel assessment, etc. Therefore, we should pay attention to the auxiliary process functions of management tools.

At present, many government information centers are faced with security management. How to establish a security management system is also the primary issue that leaders consider at present. How to integrate the security management system into ITIL is also an important aspect of our choice of ITIL management tools.

If the management tool has the WYSIWYG dynamic custom form function, we can predefine a rich form template to establish a new workflow, which is easier and truly realize the "change on demand" of operation and maintenance management. In ServiceHot products, we provide process engine, form engine, quality engine and notification engine respectively. Through the engine, enterprises can freely configure all aspects of the system according to their own business. In addition, such as multi-service channel access, single sign-on SSO technology, and the seamless integration of the underlying monitoring system, we also need to consider.

In short, when we choose the management tools of ITIL, we must consider our own actual situation and real needs to ensure that the IT operation and maintenance management system based on ITIL can constantly adapt to the continuous improvement and optimization of its own IT service management level.

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