On Fri, Jan 09, 2009 at 12:45:01PM +0100, Rainer Duffner wrote:
> Hi,
>
> can RT3 be made "ITIL-compliant"?
According to the ITIL specification (as of the last time I read it), the
answer is "tools can not be made ITIL compliant. An organization can use
tools to implement ITIL-compliant processes." Various RT users over the
past few years have told us privately and on rt-users/rt-devel that they
use RT to implement ITIL-compliant processes.
> I know that ITIL is more about processes etc, but my boss has decided we
> need an "ITIL-compliant" ticketing-system....
I'd be absolutely thrilled to see, contribute to or develop a guide to
configuring RT to meet an ITIL-compliant organization's tickboxes. Does
your boss know which of the ITIL areas/practices/functions he's looking
to implement?
Best,
Jesse
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