What is the best ITIL V3 or ITSM tool?  We go round this
question every week on LinkedIn. My answer is getting pretty
well honed.  1) You know what tool you need (or rather you know
a shortlist) if you've done the process
reengineering/improvement.  2) Get an expert to help with the
processes.  3) Don't listen to anyone who only recommends one
tool. ITSM tools all work, depending on your requirements (see
1). Anyone who says one ITSM tool stands out (a) only knows one
tool or (b) has a vested interest in that tool  4) Don't buy
tools on feature/function. That's the criteria for buying toys.
Buy tools on fit to requirements (see 1), vendor and price.  5)
You cannot buy an ITIL, despite what BMC tell you. ITIL is about
transformation of existing culture and processes: you can't get
that in a box, that's vendor bullshit.  6) You don't want to buy
an ITIL. You want to achieve some goal with identifiable ROI.
Along the way to that goal you may need to apply some ITSM
principles. ITIL may be a good framework to hel