[rt-users] RT3 and ITIL

[Richard Foley]

On Friday 09 January 2009 14:44:12 Jesse Vincent wrote:
> 
> > can RT3 be made "ITIL-compliant"?
> 
> According to the ITIL specification (as of the last time I read it), the
> answer is "tools can not be made ITIL compliant. An organization can use 
> tools to implement ITIL-compliant processes."  Various RT users over the
> past few years have told us privately and on rt-users/rt-devel that they
> use RT to implement ITIL-compliant processes. 
> 
Given that RT has the built-in ability to customize workflows through Scrips 
etc., presumably it can handle nearly any type of process demanded of it.  
The problem is probably going to be defining what the process requirements 
actually are.  I find managers big on demanding conformity to standards and 
then, when pressed, surprisingly vague on defining what that standard 
consists of.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/