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OGC Update ITIL Software Scheme August 2010

Update from OGC, August 2010:

Innovative ITIL® Software Assurance Scheme nears 1st Anniversary

The "ITIL Software Scheme" is nearly a year old and already starting to reap benefits for software developers and end users. Tool vendors will be able to choose from a number of Licensed Software Assessors to assess their software tools. The first two Licensed Software Assessors are:

Software Management Consultancy - SMCG

Pink Elephant  - www.pinkelephant.com

As IT complexity continues to increase, the need for IT management Best Practices is more critical than ever. The OGC remains committed to enabling best practice through its ITIL portfolio. However, a missing link in the OGC/ITIL portfolio had been the lack of an approval process for ITSM tools. There are now a large number of tools that claim to be "ITIL process compliant" and this scheme gives the end user the opportunity to see if these claims can be verified.

The scheme was launched at the itSMF Fusion Conference and Exhibition last September. At the launch event, Peter Brooks (FISM) Independent Consultant reviewed the ITIL Software Scheme. He said: "The potential marketing advantage to Vendors is reasonably clear. At a minimum, if a piece of software is certified to offer ITIL Process X, somebody completing an RFP can include this information in the knowledge that, so long as all the people and process work is done according to ITIL, the tool will provide the necessary support"

The scheme is administered by APM Group-the Accreditor (on behalf of OGC).

www.itil-officialsite.com/SoftwareScheme/ITILSoftwareScheme.asp

The advantage of this scheme over others in the market is clear as this scheme is unique in giving assurance of ITIL compatible processes within the tool.

There are three levels of assurance available within the scheme, Bronze, Silver and Gold dependent on the capability of the tool and its alignment to specific ITIL processes, how widely the product is used and the extent of positive feedback and references from end users. This feedback is critical because there was a need for customers to understand if the software tools and inherent documentation they were considering supported ITIL and were truly compliant with ITIL Best Practices.

Whilst it is recognized that tools themselves will not magically fix all process issues. they can provide invaluable assistance in supporting ITIL processes. Already the scheme has successfully recognized 14 software tools who have attained the required standard (7 tool's processes have been assessed to the Bronze level and 7 to the Gold level).

Why should this scheme be used?

Reports are coming in from software vendors and users stating the benefits that they have gained from involvement in the scheme.

Both SMCG and Pink Elephant have been highly praised for their efforts.

"As IT complexity continues to increase, the need for IT management best practices is more critical than ever. As the pilot vendor organization who contributed to the development of the new ITIL assessment and the first company certified under this program, BMC is pleased that customers now have an objective and OGC-backed program to help them make informed choices about the software they use to adopt ITIL best practices."

Paul Avenant BMC's VP, Products, Enterprise Service Management

"CA found SMCG's ITIL Product Compliance assessment to be thorough, professionally done and rigorous.SMCG assessors were very knowledgeable and provided a challenging test for our products. The opportunity to participate in the assessment pilot was welcomed by CA and has provided us with greater confidence that the industry is moving the bar higher and allowing organizations like CA to officially demonstrate their innovation and compliance to an accepted standard"

Robert Sterbens, Sr. Director Product Marketing, CA Inc.

"The most frequently asked question we get when introducing ITIL to new organizations is "... but which tools will work with the ITIL framework?" That's why we introduced PinkVERIFY in 1999 and why OGC & APMG launched the official ITIL Software Scheme (ISS) last year. The assessment criteria contained in the ISS provides software vendors with the opportunity to have their products independently validated as ITIL-compatible. This enables practitioners seeking new tools to quickly screen those products which are likely to give them the most relevant and useful functionality in support of an IT service management environment based upon ITIL."
David Ratcliffe, President, Pink Elephant

"At last an official OGC approved and APMG managed ITIL assessment scheme for our software, something our customers have been asking for and now we can deliver. I can't praise the SMCG team enough,summing it up I would say afirst classservice performedby professionalswho displayeda thorough understanding of ITIL and were focussed not only on ensuring that weunderstoodthe assessment process but also, that the assessmentitself was conducted in the most , in-depth, courteous and respectful way possible."

Tony Collins, MD, Intasoft Ltd

"One of the missing links in the OGC/ITIL portfolio has been the lack of an official stamp of approval for ITSM tools, we have certification for people so why not for tools; well thanks for Service Management Consultancy (SMCG) Ltd and the Software Endorsement Scheme this void has now been filled. I love the concept that endorsement is not just for the tool or application but also for the Documentation and processes, this is a real differentiator, all 3 areas will be rated against the respective ITIL processes. Just think of it as ITIL-compliant trademark for tools this could be a very significant step forward"

Malcolm Fry, Industry Luminary.

"IBM clients have always placed value in our products supporting industry standards and employing best practices, By achieving Gold certification, we have again demonstrated IBM's commitment to delivering open, industry leading service management solutions. By successfully completing the certification process, we continue to execute on our focus to deliver products that support our clients' endeavours to automate their ITIL processes and support their business requirements."

Chris O'Connor, IBM Tivoli's Vice President Strategy and Product Management.

The OGC assessment process is very thorough for the tool vendor, and guarantees customers that toolsand documentation carrying the logo has been thoroughly verified for each ITIL process. We spent almost 30 hours on-line with Barry Brown (from PINK), turning the product, demonstrating each and every requirement and pouring over the documentation. We did 5 processes (Incident, Problem, Change, Service Asset & Configuration Management, and Service Level Management) followed by two a few months later (Event Management and Request Fulfillment). We also had Barry as the keynote speaker at our annual customer conference. Barry explained the thinking behind the verification process, Barry's performance was the highlight of the conference we plan to verify at least two additional processes next year.

Jan-Eric Ramberg Chairman Easit AB

How to apply for the scheme?

OGC and APM Group-The Accreditor welcome further software vendors and software assessors to get involved with the ITIL Software Scheme to demonstrate ITIL products 'do what they say on the tin'.

Software assessors are invited to contact APM Group-The Accreditor for further information on applying to become a Licensed Software Assessor.

Software vendors must apply to one of the Licensed Software Assessors to arrange assessment of their software tool that they claim to be compliant with any number of the ITIL processes.

Further information for software vendors and software assessors can be found at:

www.itil-officialsite.com/SoftwareScheme/EndorsedSoftwareTools/EndorsedSoftwareTools.asp

The OGC is part of the Efficiency and Reform Group within the Cabinet Office