Guest user Created: Jan 30, 2020 Last commented: Jan 31, 2020

Incident and problem tracking and recording

ITIL & ISO 20000

Part of ISO & ITIL compliance & certification requirements include incident & problem tracking & recording. I know Service Now is ISO certified & Service Aide is ITIL certified. If working towards both ISO & ITIL, can I use either Service Now or Service Aide for both certifications instead of 2 tools? Also, do the tools we use to implement our SMS have to be themselves ISO & ITIL certified? In other words, if we, for instance, implement

Office 365
SharePoint
CRM
ERP
C#
Python
SQL
Windows
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SSRS
Power BI
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IoT

are all these ISO & ITIL certified, that we know of &, is it enough to google this for confirmation?

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Branimir Valentic Jan 31, 2020

Tools are great help while implementing ISO 20000 and/or ITIL. Use them to automate your procedures, record activities and create documents and records required by the standard. Here is an article that can help you with this topic: 5 things to beware of when selecting an ITSM tool https://advisera.com/20000academy/blog/2016/03/08/5-things-to-beware-of-when-selecting-an-itsm-tool/

But, there is no requirement that tools need to be "certified" on the standard or the framework (which is very arguable topic, anyways). Also, using two tools (for IT Service Management and/or ISO 20000 based SMS implementation) is counterproductive. Quite contrary, such approach will cause more problems than it will help.

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Jan 30, 2020

Jan 31, 2020

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