Verso ITSM Blog

Just what does ITIL “Compliant” mean when we are talking about Service Desk Software? In my opinion, absolutely nothing!

This is one of my pet hates, and you won’t find anywhere on this website a claim that the Serio Software is “ITIL Compliant” because there is no such thing. 

Our aim is for the Serio software to support your processes by providing a high level of configurability. I like to think that if you have designed a reasonable process for your incident, problem, change or configuration mangement (or any other ITIL based processes), then you should be able to configure Serio to support these processes.

ITIL is not something you can “comply” with, the framework offers you guidance on what is good practice for IT Service Management processes. 

Pink Elephant provides a service which assesses IT Service Management software and gives it their “tick” if they believe it supports the ITIL framework, but they do not state that any software is ITIL Compliant, their Pink Verify service indicates that a toolset is capable of supporting the basic ITIL processes.

The only space where Compliance becomes a reality is when you are looking at ISO20000 - but compliance with this standard is not something that you will achieve simply by selecting a toolset that claims to be compliant, there is so much more to it than that....watch out for future posts on ISO20000.

I guess what I am trying to say is that you should take any claims of ITIL compliance from toolset vendors with a grain of salt, I would love to hear your feedback on this....