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Factors to achieving ITSM objectives - Products

In this article we are still focusing on ITSM objective. We already described two other factors in
the article about Partners and People . In this short article we will focus on the third factor - products.
In fact this term here describes a tool or a set of tool used in order to help in providing IT service on a high level. Nowadays, when the Client and IT service provider exists in different locations the usage of modern and reliable tool is obvious. These modern tools are often the essential condition on the way of widening the scope of the service. Moreover, you have to be in line with your client's technology in order to be able to follow him wherever he want to obtain the service. Imagine the simple consultancy service - you have to use at least a phone to contact with your client and provide him with an advice every time he wants it. If you arranged the call center with a possibility to record many cases which later will be passed to the support group you have to use some tracking and recording tool. This tool will help you not to lose cases. One thing is important here - the tools you use must be useful to increase your efficiency - you must not use some advanced tools without a strong conviction that it is worth to use it.

Added: 2008-02-24