ITIL Tooling Effectiveness and the Five Turnaround Steps

ITIL Tools and ITSM product suites have been utilised since the late 1990′s and provide an underpinning capability for many IT organisations today.

These tools often started out their life at the helpdesk with incident management and service request management and took root from there. The question is: Are we, as ITIL Practitioners, ITIL Experts and engineers of IT service improvement – really making the best use of our ITSM tools today?

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