On Fri, Jan 09, 2009 at 03:46:52PM +0100, Rainer Duffner wrote: > Mike Peachey schrieb: > > Jesse Vincent wrote: > > > >> Does > >> your boss know which of the ITIL areas/practices/functions he's looking > >> to implement? > >> > > > > Sorry.. I *HAVE* to chip in here having been on the receiving end before: > > > > Does your boss know what ITIL means? Or has he just been handed a > > buzzword from a more senior manager or (more likely) a > > corporate-sponsored newsletter/magazine? > > > > > > > I'm not sure. > ;-) > Maybe he just wants to go with a commercial package. > > I will try to figure out what he actually wants. > I can install and configure RT on a weekend (started using it seriously > with 3.4), but figuring out the processes beyond the built-in stuff > takes way longer. > And I can't do that alone, because whatever I implement will most likely > be wrong in the eyes of the people who decide on it. > > > > Rainer
Having just been through some ITIL training, RT has the flixibility to easily support any ITIL processes that you would wish to provide. As others have mentioned, getting agreement and support from management is often difficult. There is a tendency to believe that a commercial product that is branded as ITIL compliant will make it all magically happen. It will not and ITIL is very clear about not providing implementations, only guidelines and a framework to be used in your own implementation. For example, we use the RT approvals process as a piece of our change management process. A commercial package may or may not be right for your organization, but what is true is that the amount of configuration needed to support your internal ITIL processes will be similiar indepedent of your tool. Good luck, Ken _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
