Consideration No. 2: ITIL is Designed as a Framework
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.