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A Fool With A Tool Is Still A Fool!

By Lindsay Parker There are a lot of clients that have implemented tools in hopes of solving business problems, only to discover that the root cause of the problem ends up being process related.
Aug 9, 2004

ITSM Watch Staff

By Lindsay Parker

This paper identifies ways in which IT can start to maximize their effectiveness by identifying a process for IT to mature into a valued business partner in the organization. This development starts with the realization that perhaps communication with the rest of the organization is a good thing, and ends with the development of a set of processes that when allied with tools empowers IT to provide a quality, customer focussed service at an agreed upon price.

This paper, based upon ITIL processes, will enable the reader to understand the daunting task of implementing these processes, and how tools can be used to automate and control the processes.

Lindsay Parker is an active member of the Council of Members for itSMF Canada, presently holding the chair position of the events committee for the Toronto Branch, with responsibility for arranging information sharing sessions within the Greater Toronto Area.

He is a Manager Certified ITIL consultant reporting to the OpenView Business Unit of Hewlett-Packard's Software Group. His responsibilities include architecting complex I.T. Service Management solutions, providing factory support for strategic deals, factory training, factory liaison, solution representation at trade shows, factory consulting, and business development. Lindsay is also very active on the speaker circuit, presenting on IT Service Management best practices at numerous conferences in North America, Europe, and Asia Pacific.