Consideration No. 2: ITIL is Designed as a Framework

By Vance F. Brown  |  Posted 2011-01-18 Print this article Print

Consideration No. 2: ITIL is designed as a framework

ITIL is designed as a framework, not a step-by-step methodology. Your organization is unique. The ITIL system can't prioritize IT issues specific to your business, but it does promote setting priority levels to incidents tied to existing service-level agreements (SLAs). It also does not mandate the level of detail used to track your configuration items (for example, computer, workstation and software licenses); it simply allows tracking of incidents per item.

Being armed with this knowledge allows you to better review potential service desk software solutions to ensure the system offers unlimited configurability. This customization should be achievable without the use of a programmer in order to handle ever-changing business needs.

Consideration No. 3: Expanded data storage capabilities

Modern technology advances have greatly expanded data storage capabilities and allowed instant management of that data. Choosing a system with real-time knowledge management pays immediate dividends in IT staff productivity and customer satisfaction.

You should be able to search the Internet and internal databases for past incidents, change requests and white paper data, which allows the usage of data to actually solve real-world problems. Are you tied to a legacy system through a decade of upkeep and investment? Breaking free can be a challenge but modern systems both accomplish more and cost less.

Vance F. Brown is CEO of Cherwell Software. Vance has been involved in the IT service industry for over 10 years. From 1996 to 2000, Vance was president and CEO of GoldMine Software Corporation (formerly Bendata and currently FrontRange Solutions). Vance graduated from Wake Forest University, summa cum laude, with degrees in Economics and Computer Science. He graduated from law school, with honors, from the University of North Carolina, finishing as a member of the Order of the Coif and the Law Review. He can be reached at

Submit a Comment

Loading Comments...
Manage your Newsletters: Login   Register My Newsletters

Rocket Fuel