ITSM: rationalizing processes with tooling requirements

It’s a natural response for many IT organizations to think about how implementing tools can be the solution to IT problems.

But it’s a big problem, as there’s no magic pixie dust sprinkled over a tool and it can affect people negatively as much as positively.

This issue has reached a critical point as organizations are now looking for more 

from tools now and the size of the investment is sufficiently large to warrant a different business case.

 This involves a great deal of risk assessment as the scope and impact is so large. source