Posted by: Michael Disabato
I had a dialogue the other day concerning ITIL adoption. The client wanted to upgrade their Service Desk tool and implement Service Catalog. In the process, they wanted to integrate identity management, no mean feat.
But as the discussion revolved around processes, it became clear to me they were focused on the tools. This is a strategic mistake.
When doing any kind of business process automation, make sure you have the process right BEFORE picking the tool. The tool needs to adapt to the business; the business should not adapt to the tool.
Michael
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