Why all incident/change management etc. software is crap

[original PM]

All the various methodologies and tools have value.

Where it fails is because no intelligence is used to implement it. The 'process' becomes law even when common sense and logic dictate a different approach.

[vetran]

Compared to what went before in most companies ITIL is a massive improvement.

Just remember the headless chicken prioritising and so on. At least we have a framework that makes sense (ish).

[SimonMac]

Compared to what went before in most companies ITIL is a massive improvement.

Just remember the headless chicken prioritising and so on. At least we have a framework that makes sense (ish).

Ah I remember the days when "incident management" was a series of post-it notes on a white board

[woohoo]

Ah I remember the days when "incident management" was a series of post-it notes on a white board

Post-it notes, luxury!

[MrMarkyMark]

The software is usually OK, it's just badly implemented

True +1.

Quality Center is one good example of something not usually set up properly, often this is because "there wasn't time".

Management are then mystified as to why they cannot get any meaningful reporting out of it.
The, very, same management that had made the decision, that we would just do it that way "for now".

[cojak]

I'm now using MOF 4.0 (with a bit of COBIT 5 thrown in for good measure) as much as ITIL, and ITIL v2 as much as ITIL 2011.

As long as it works for the client, is what they need and is joined up people aren't interested in where it all comes from.

[BrilloPad]

I've just had an epiphany and realised why all incident/change management etc. software is, without exception, utter crap. It simply isn't possible to write decent software for managing ITIL type processes, because the processes and the paradigm themselves are crap.

You might not be clever enough. But the rest of us are.

Interviewing someone the other day.
"What is the difference between an incident and a problem?"
"An incident I understand straight away. A problem I have to think about".

Good answer!

[BrilloPad]

All the various methodologies and tools have value.

Where it fails is because no intelligence is used to implement it. The 'process' becomes law even when common sense and logic dictate a different approach.

How dare you say that! It was outsourced to Bob Showaddywaddy at plenty expensiveness.

[NotAllThere]

You might not be clever enough. But the rest of us are.

Clever enough for what? I can use the software - it's just that it is universally awful. I've never seen a well written (or implemented, if you prefer) problem/incident/change management system.