Guide to evaluating Service Management Software for ITIL Process Complance
- Guide to evaluating Service Management Software for ITIL Process Complance
Sharon Taylor, ITIL V3 chief architect and chief examiner and SMCG Director, has commented on the program saying, “Adopting the ITIL framework is a proven method for streamlining IT processes and properly aligning IT systems and services with the business they support. In today’s economic environment, ITIL processes and Business Service Management solutions [which provide a comprehensive approach and unified platform for running IT based on business needs] … are a top priority for businesses looking to do more with less and drive greater efficiency. This certification program gives customers greater confidence that they’re investing in solutions that will help them more quickly and easily realize the benefits of ITIL.” The ITIL Process Compliant certification is a completely independent review. It is far more extensive and unbiased than self-reporting by vendors. In this process, a licensed assessor looks at the submitted software tools, examines the user documentation to make sure the processes are consistent with the software, looks at a vendor’s process model, and evaluates what percentage of compliance the vendor has attained. This certification is a first in the software industry. A software tool can be certified as ITIL Process Compliant at one of three levels: Bronze, Silver, or Gold, with gold being the highest level, indicating confirmation from at least three end customers using the tool in a production environment for the ITIL process or processes evaluated.