RT3 and ITIL

Hi,

can RT3 be made “ITIL-compliant”?

I know that ITIL is more about processes etc, but my boss has decided we
need an “ITIL-compliant” ticketing-system…

What can I tell him about RT + ITIL?

Regards,
Rainer

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

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?

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com

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.

Given that RT has the built-in ability to customize workflows through Scrips
etc., presumably it can handle nearly any type of process demanded of it.
The problem is probably going to be defining what the process requirements
actually are. I find managers big on demanding conformity to standards and
then, when pressed, surprisingly vague on defining what that standard
consists of.

Richard Foley
Ciao - shorter than aufwiedersehen

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.
:wink:
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

Rainer Duffner wrote:

Mike Peachey schrieb:

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.
:wink:
Maybe he just wants to go with a commercial package.

I will try to figure out what he actually wants.

Do exactly that. Before starting work on anything, ask that they provide
(in writing) a clear definition of what it is they want and what
standard they require that you follow. And if they refuse, advise them
that your requirements analysis requires it and that you cannot produce
a standards-compliant software design description without it.

:smiley:

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com

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.
:wink:
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

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?

I’m not sure.
:wink:
Maybe he just wants to go with a commercial package.

If your boss really wants to throw some money at a solution, (if that will
make him/her feel better, I’m sure you can get RT installed and customized
via the people who develop it:

http://bestpractical.com/services/installation.html

Richard Foley
Ciao - shorter than aufwiedersehen