Top Ten Features in ITIL Software

After going thru the ITIL v3.0 course and passing the certification exam, I am currently evaluating several ITIL software that would help accomplish ITIL service management lifecyle proccesses.

At a minimum the following features are needed:

1. Full featured Incident management with time tracking and ticket escalation. It must be web based.
2. Problem management and associated Knowledgebase and workaround entries
3. Change Management Process that involves creation, formal approval, charter, intiation tracking, and closure
4. Service Asset Management Database that helps me keeps track of the various hardware and software that a company owns. It must also help me track the licenses and warranties. If it includes cost to own and cost to operate that would be great!
5. Executive Dashboards that help C level executives visualize the activity levels of their IT operations
6 Optional BCP (Business Continuity Programs), Disaster Recovery, backup etc
7. Ease of use and low maintenance with high speed offsite access
8. It must be a hosted solution so that SMEs dont have to bother with capital expenditures and hiring a separate sys ad to manage the system.
9. Low price point to help make the business case and short ROI periods
10. Allow end user feedbacks to trigger Continuous Service Improments in the cycle

3 Responses to “Top Ten Features in ITIL Software”

  1. Fantastic List…

    But if we were playing poker, I would have to raise and add the following;

    11. Provide all ITIL and supporting, non-ITIL processes as a roadmap for future implementation – the value in ITIL is in all of the processes, not just the operations and transition processes. But more importantly, provide customer with the ability to create their own processes with little cost or effort that leverages the same infrastructure.
    12. Leverage process models for documentation as well as a means of driving application execution, in order to provide for ISO9000-2001 certification, ISO 20000 compliance, etc.
    13. Provide an Event Management process, separate from Incident Management in order to capture monitored alarms/alerts that may or may not be incidents – and a means of correlating, suppressing and consolidating events.
    14. Provide a Release & Deployment Management process that is separate and distinct from Change management – and recognizes the symbiotic relationship between these two processes.
    15. Report process management metrics, not just process artifact metrics (ie. Queue times, lead times, etc).

  2. Hi Wilson,

    Check out and our “parent” site at You will provide a suite of tools that can help you implement ITIL for your organization or your clients’. Test out specially ServiceDeskPlus Enterprise (Incident Mgmt, Problem Mgmt, Change Mgmt, Config Mgmt, SL Mgmt, Fin Mgmt) and their new product called IT360.

    Let me know if you find it interesting. Thanks!

  3. Do you offer service asset management as well as an evaluation version for me to test out?

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