• Coastal Weekend Basketball Roundup: MGM boys move to 7-1 with win over Davidson

  Coastal Weekend Basketball Roundup: MGM boys move to 7-1 with win over Davidson

• Piedmont 26, Randolph County 21: Bulldogs rally on Mohon-to-Foster connection

  Piedmont 26, Randolph County 21: Bulldogs rally on Mohon-to-Foster connection

• Mars Hill 20, Pickens County 12: Panthers advance to title game in 5th year of play

  Mars Hill 20, Pickens County 12: Panthers advance to title game in 5th year of play

• Vigor 38, Greenville 16: Wolves rally late to pull away from Tigers

  Vigor 38, Greenville 16: Wolves rally late to pull away from Tigers

• Fyffe 49, Aliceville 8: Payton Anderson scores 4 touchdowns as Red Devils earn berth in finals

  Fyffe 49, Aliceville 8: Payton Anderson scores 4 touchdowns as Red Devils earn berth in finals

• Deshler 35, Oneonta 20: Tigers back in 4A's title game

  Deshler 35, Oneonta 20: Tigers back in 4A's title game

• Flomaton 34, Providence Christian 33: Hurricanes survive, slip past Eagles

  Flomaton 34, Providence Christian 33: Hurricanes survive, slip past Eagles

• Saraland 22, Wetumpka 21: Spartans overcome deficit to win berth in Class 6A finals

  Saraland 22, Wetumpka 21: Spartans overcome deficit to win berth in Class 6A finals

• Central Clay County 20, Mortimer Jordan 17: Volunteers rally for berth in title game

  Central Clay County 20, Mortimer Jordan 17: Volunteers rally for berth in title game

• Linden 16, Maplesville 8: Patriots earn berth in Class 1A finals by knocking off rivals

  Linden 16, Maplesville 8: Patriots earn berth in Class 1A finals by knocking off rivals

• Luverne 30, Highland Home 12: Tigers pull away for berth in Super 7

  Luverne 30, Highland Home 12: Tigers pull away for berth in Super 7

• Greenville 27, Ramsay 13: Bishop Riley pushes Tigers to semifinal berth

  Greenville 27, Ramsay 13: Bishop Riley pushes Tigers to semifinal berth

• Vigor 27, Demopolis 7: Wolves find redemption in rout of Tigers

  Vigor 27, Demopolis 7: Wolves find redemption in rout of Tigers

• Central-Phenix City 34, Lee-Montgomery 27: Devils score with 8.4 seconds to go

  Central-Phenix City 34, Lee-Montgomery 27: Devils score with 8.4 seconds to go

• Saraland 24, Opelika 19: Spartans secure semifinal berth

  Saraland 24, Opelika 19: Spartans secure semifinal berth

• Fyffe 21, Ohatchee 13: Red Devils persevere, advance to Class 2A semifinals

  Fyffe 21, Ohatchee 13: Red Devils persevere, advance to Class 2A semifinals

• Mortimer Jordan 41, Jasper 21: Kourtlan Marsh's 3 TDs lead Blue Devils to semis

  Mortimer Jordan 41, Jasper 21: Kourtlan Marsh's 3 TDs lead Blue Devils to semis

• Wetumpka 21, Spanish Fort 17: Indians advance to semifinals for 2nd straight season

  Wetumpka 21, Spanish Fort 17: Indians advance to semifinals for 2nd straight season

• Pinson Valley 48, Homewood 7: Indians stay on track to repeat at Class 6A champ

  Pinson Valley 48, Homewood 7: Indians stay on track to repeat at Class 6A champ

• Clay-Chalkville 45, Oxford 9: Willie Miller leads Cougars into Class 6A semifinals

  Clay-Chalkville 45, Oxford 9: Willie Miller leads Cougars into Class 6A semifinals

• Luverne 26, Leroy 7: Satyler Wilson carries the load for Tigers

  Luverne 26, Leroy 7: Satyler Wilson carries the load for Tigers

• Linden 44, St. Luke's 43: Perfect Patriots rally in 4th quarter

  Linden 44, St. Luke's 43: Perfect Patriots rally in 4th quarter

• Flomaton 12, Pike County 10: Hurricanes get tricky, get to 3A semifinals

  Flomaton 12, Pike County 10: Hurricanes get tricky, get to 3A semifinals

• Thompson 31, Hoover 28: Shadrick Byrd is the word for title-bound Warriors

  Thompson 31, Hoover 28: Shadrick Byrd is the word for title-bound Warriors

• Flomaton 32, Winfield 7: Daquan Johnson runs Hurricanes into Class 3A quarterfinals

  Flomaton 32, Winfield 7: Daquan Johnson runs Hurricanes into Class 3A quarterfinals

• Hokes Bluff 33, North Jackson 13: Darrian Meads' 4 TDs lead Eagles

  Hokes Bluff 33, North Jackson 13: Darrian Meads' 4 TDs lead Eagles

• Saks 38, Fultondale 14: Jonathan Cobb leads victory

  Saks 38, Fultondale 14: Jonathan Cobb leads victory

• Oxford 49, Decatur 0: Yellow Jackets roll into quarterfinals

  Oxford 49, Decatur 0: Yellow Jackets roll into quarterfinals

• Vigor 26, Briarwood Christian 0: Wolves record shutout in advancing to 5A's third round

  Vigor 26, Briarwood Christian 0: Wolves record shutout in advancing to 5A's third round

• Homewood 14, Gardendale 0: Patriots blank Rockets in Class 6A second round

  Homewood 14, Gardendale 0: Patriots blank Rockets in Class 6A second round

• Central-Clay County 44, Madison Academy 19: Quentin Knight leads Volunteers with 3 touchdowns

  Central-Clay County 44, Madison Academy 19: Quentin Knight leads Volunteers with 3 touchdowns

• Ramsay 25, Jackson 22: Jordan Embry finally breaks through for game-winning TD

  Ramsay 25, Jackson 22: Jordan Embry finally breaks through for game-winning TD

• Mortimer Jordan 41, East Limestone 9: Devils earn 11th straight win

  Mortimer Jordan 41, East Limestone 9: Devils earn 11th straight win

• Thompson 37, Hewitt-Trussville 13: D.J. Douglas leads dominating Warriors' defense

  Thompson 37, Hewitt-Trussville 13: D.J. Douglas leads dominating Warriors' defense

• Oneonta 56, DAR 20: Redskins keep winning on the road

  Oneonta 56, DAR 20: Redskins keep winning on the road

• Pickens County 34, Falkville 15: Jacaurian Washington runs for 2 TDs in win

  Pickens County 34, Falkville 15: Jacaurian Washington runs for 2 TDs in win

• Gordo 20, Mobile Christian 17: Leopards' late drive falls short

  Gordo 20, Mobile Christian 17: Leopards' late drive falls short

• Ariton 36, Cottage Hill Christian 27: Purple Cats use jump pass to earn playoff win

  Ariton 36, Cottage Hill Christian 27: Purple Cats use jump pass to earn playoff win

• Westminster Christian 48, Midfield 44: Carter Hayes rallies Wilcats over Patriots

  Westminster Christian 48, Midfield 44: Carter Hayes rallies Wilcats over Patriots

• St. Luke's 46, Wadley 16: Jermaine Brown throws 4 TD passes to lead Wildcats

  St. Luke's 46, Wadley 16: Jermaine Brown throws 4 TD passes to lead Wildcats

• Demopolis 21, Pleasant Grove 14: Tigers cash in on Spartans turnovers

  Demopolis 21, Pleasant Grove 14: Tigers cash in on Spartans turnovers

• Opelika 42, Bessemer City 26: Bulldogs cash in trick play to advance to quarterfinals

  Opelika 42, Bessemer City 26: Bulldogs cash in trick play to advance to quarterfinals

• Saraland 6, Hueytown 0: Spartans stop Roydell Williams, advance to 6A quarterfinals

  Saraland 6, Hueytown 0: Spartans stop Roydell Williams, advance to 6A quarterfinals

• Etowah 24, Center Point 14: Blue Devils' NyNy Davis puts Eagles up on blocks

  Etowah 24, Center Point 14: Blue Devils' NyNy Davis puts Eagles up on blocks

• Hoover 42, Mountain Brook 17: Robby Ashford, George Pickens combine for 3 TD passes

  Hoover 42, Mountain Brook 17: Robby Ashford, George Pickens combine for 3 TD passes

• Pike County 21, Thomasville 14: Bulldogs advance to 3A's third round

  Pike County 21, Thomasville 14: Bulldogs advance to 3A's third round

• Pinson Valley 45, Muscle Shoals 21: Bo Nix leads rally over Trojans

  Pinson Valley 45, Muscle Shoals 21: Bo Nix leads rally over Trojans

• Central-Phenix City 14, McGill-Toolen 0: Red Devils stymie Yellow Jackets

  Central-Phenix City 14, McGill-Toolen 0: Red Devils stymie Yellow Jackets

• Monroe Academy 41, Bessemer Academy 35: Carter Ledkins accounts for 5 TDs in championship effort

  Monroe Academy 41, Bessemer Academy 35: Carter Ledkins accounts for 5 TDs in championship effort

• Autauga Academy 49, Escambia Academy 0: Bobby Carr wins 8th AISA title

  Autauga Academy 49, Escambia Academy 0: Bobby Carr wins 8th AISA title

• AISA Class A championship: Chambers Academy 22, Crenshaw Christian 12

  AISA Class A championship: Chambers Academy 22, Crenshaw Christian 12

• Westminster Christian puts unbeaten record on line against Midfield

  Westminster Christian puts unbeaten record on line against Midfield

• See Hollis Wright HS football player of the week winners from playoff Week 1

  See Hollis Wright HS football player of the week winners from playoff Week 1

• Pike County 21, Oakman 8: Bulldogs win postponed playoff game

  Pike County 21, Oakman 8: Bulldogs win postponed playoff game

• Power 25: See Alabama HS football rankings entering 2nd week of 2018 AHSAA playoffs

  Power 25: See Alabama HS football rankings entering 2nd week of 2018 AHSAA playoffs

• DAR 36, Northside 30: Patriots win 1st playoff game in program history

  DAR 36, Northside 30: Patriots win 1st playoff game in program history

• Pleasant Grove 42, Beauregard 21: Spartans earn first playoff win since 2015

  Pleasant Grove 42, Beauregard 21: Spartans earn first playoff win since 2015

• Hartselle 35, Pelham 7: Tigers get in gear to extend unbeaten run into postseason

  Hartselle 35, Pelham 7: Tigers get in gear to extend unbeaten run into postseason

• UMS-Wright 43, West Blocton 8: Symon Smith, Richard Brinson power No. 1 Bulldogs

  UMS-Wright 43, West Blocton 8: Symon Smith, Richard Brinson power No. 1 Bulldogs

• Center Point 22, Russellville 8: Eagles fly to first playoff win since 2011

  Center Point 22, Russellville 8: Eagles fly to first playoff win since 2011

• Midfield 32, Pisgah 14: Patriots win fourth straight

  Midfield 32, Pisgah 14: Patriots win fourth straight

• North Jackson 47, Curry 6: Lee Witherspoon scores 5 TDs, sets another state record

  North Jackson 47, Curry 6: Lee Witherspoon scores 5 TDs, sets another state record

• Falkville 35, Talladega County Central 6: Dove delivers a chilling performance

  Falkville 35, Talladega County Central 6: Dove delivers a chilling performance

• St. Luke's 48, Francis Marion 16: Jermaine Brown, Charles Yates lead No. 4 Wildcats

  St. Luke's 48, Francis Marion 16: Jermaine Brown, Charles Yates lead No. 4 Wildcats

• Mortimer Jordan 17, Dora 3: Blue Devils ground game paves way for victory

  Mortimer Jordan 17, Dora 3: Blue Devils ground game paves way for victory

• Good Hope 62, St. John Paul II 28: Raiders run for 543 yards

  Good Hope 62, St. John Paul II 28: Raiders run for 543 yards

• Fultondale 37, Plainview 6: Jayson Jones scores 3 TDs

  Fultondale 37, Plainview 6: Jayson Jones scores 3 TDs

• Hueytown 38, Eufaula 17: Roydell Williams continues hot season

  Hueytown 38, Eufaula 17: Roydell Williams continues hot season

• Cottage Hill 26, Goshen 0: Grant Woodruff runs Warriors to first AHSAA playoff win

  Cottage Hill 26, Goshen 0: Grant Woodruff runs Warriors to first AHSAA playoff win

• Oxford 42, Hazel Green 14: Yellow Jackets spoil Trojans' historic night

  Oxford 42, Hazel Green 14: Yellow Jackets spoil Trojans' historic night

• American Christian 15, Williamson 14: Patriots stay unbeaten

  American Christian 15, Williamson 14: Patriots stay unbeaten

• Lee-Montgomery 13, Theodore 7: Tedarrian Murray breaks through in Generals upset win

  Lee-Montgomery 13, Theodore 7: Tedarrian Murray breaks through in Generals upset win

• Spanish Fort 38, Benjamin Russell 0: Toros capitalize on miscues to post shutout

  Spanish Fort 38, Benjamin Russell 0: Toros capitalize on miscues to post shutout

• Fayette County 26, Randolph 8: Tigers win playoff opener for 13th straight year

  Fayette County 26, Randolph 8: Tigers win playoff opener for 13th straight year

• Opelika 38, St. Paul's 20: Opelika knocks off last year's 5A champ

  Opelika 38, St. Paul's 20: Opelika knocks off last year's 5A champ

• Muscle Shoals 10, Minor 7: Eighth-grader kicks Trojans into second round

  Muscle Shoals 10, Minor 7: Eighth-grader kicks Trojans into second round

• Vigor 45, Central-Tuscaloosa 8: Wolves' defense stymies Falcons

  Vigor 45, Central-Tuscaloosa 8: Wolves' defense stymies Falcons

• Gardendale 21, Fort Payne 14: Rockets soar into second round

  Gardendale 21, Fort Payne 14: Rockets soar into second round

• Clay-Chalkville 45, Mae Jemison 6: Cougars cruise to 1st-round win

  Clay-Chalkville 45, Mae Jemison 6: Cougars cruise to 1st-round win

• Ramsay 36, Charles Henderson 0: Rams cash in on Trojans turnovers

  Ramsay 36, Charles Henderson 0: Rams cash in on Trojans turnovers

• Westminster Christian 42, Weaver 27: Wildcats rally past Bearcats

  Westminster Christian 42, Weaver 27: Wildcats rally past Bearcats

• Madison Academy 18, Alexandria 15: Late interception saves Mustangs

  Madison Academy 18, Alexandria 15: Late interception saves Mustangs

• Mountain Brook 31, Austin 0: Spartans force 4 turnovers in shutout

  Mountain Brook 31, Austin 0: Spartans force 4 turnovers in shutout

• Central-Phenix City 46, Davidson 0: Arkansas commit leads No. 1 Red Devils

  Central-Phenix City 46, Davidson 0: Arkansas commit leads No. 1 Red Devils

• Saraland 42, Stanhope Elmore 14: Karie White scores 4 times to lead Spartans

  Saraland 42, Stanhope Elmore 14: Karie White scores 4 times to lead Spartans

• East Limestone 53, Boaz 33: Indians win shootout with Pirates

  East Limestone 53, Boaz 33: Indians win shootout with Pirates

• Thompson 45, Florence 14: Warriors start fast and roll past Falcons

  Thompson 45, Florence 14: Warriors start fast and roll past Falcons

• Hoover 26, Bob Jones 18: Bucs come alive in 2nd half

  Hoover 26, Bob Jones 18: Bucs come alive in 2nd half

• McAdory 17, Carver-Montgomery 0: Big plays propel Yellow Jackets to playoff revenge

  McAdory 17, Carver-Montgomery 0: Big plays propel Yellow Jackets to playoff revenge

• Briarwood Christian 42, Valley 28: Tran-Reno’s four scores lead Lions to playoff victory

  Briarwood Christian 42, Valley 28: Tran-Reno’s four scores lead Lions to playoff victory

• Escambia Academy 39, Edgewood Academy 31: Patrick McGhee runs for 409 yards

  Escambia Academy 39, Edgewood Academy 31: Patrick McGhee runs for 409 yards

• McAdory 17, Carver-Montgomery 0: Yellow Jackets get their revenge and blank Wolverines

  McAdory 17, Carver-Montgomery 0: Yellow Jackets get their revenge and blank Wolverines

• Decatur 35, Jackson-Olin 32: Mustangs' comeback bid falls short

  Decatur 35, Jackson-Olin 32: Mustangs' comeback bid falls short

• Homewood 24, Athens 14: Hansin Dalton gives Patriots Class 6A first-round win

  Homewood 24, Athens 14: Hansin Dalton gives Patriots Class 6A first-round win

• Andalusia 28, Montevallo 8: Defense holds the line in first round of Class 4A playoffs

  Andalusia 28, Montevallo 8: Defense holds the line in first round of Class 4A playoffs

• Mobile Christian 42, Pike Road 14: Alex Moore throws 3 first-half TDs

  Mobile Christian 42, Pike Road 14: Alex Moore throws 3 first-half TDs

• Pinson Valley 47, Albertville 0: Auburn QB commit Bo Nix starts title defense in style

  Pinson Valley 47, Albertville 0: Auburn QB commit Bo Nix starts title defense in style

• Monroe Academy 45, Macon-East 7: Volunteers roll in AISA AAA semifinals

  Monroe Academy 45, Macon-East 7: Volunteers roll in AISA AAA semifinals

• Colbert County 49, Tarrant 6: Ethan Smith leads runaway victory

  Colbert County 49, Tarrant 6: Ethan Smith leads runaway victory

• See Week 11 Hollis Wright HS football player of the week winners

  See Week 11 Hollis Wright HS football player of the week winners

See more news

IT service management frameworks and ITSM software are longtime staples of IT operations, yet the longevity of the ITSM discipline has not yet eliminated many challenges with it. IT departments still tend to deploy ITSM software to target specific, localized needs rather than enterprise-wide requirements. IT departments also often have duplication of capabilities in the software they've deployed, and, at the same time, they frequently fail to maximize the value of the software they have.

Here, James Stanger, chief technology evangelist at CompTIA Inc., a nonprofit trade association, shares best practices for deploying ITSM software and offers insights on the challenges CIOs continue to face when developing their ITSM strategies. One important takeaway: A unified ITSM framework -- whether it is ITIL, ISO 20000 or some other approach -- goes a long way in optimizing ITSM software.

Editor's note:The following has been edited for clarity and length.

What are the reasons for the proliferation of ITSM software in any given enterprise?

James Stanger: One is IT folks love to buy software, and that's why there are many ITSM pieces of software and you end up with this hodgepodge of tools. Also, what happens is you end up with a new CIO, and he or she says, 'We're going to use this ITSM software.' Then that person leaves and you end up with a new CIO and [another piece of] ITSM software. Or you have one company merge with another, so you end up with two of the same type of ITSM software.

But what's funny is you have the ITSM software to help you rationalize and categorize software [used on the business side], but rarely is anyone using a [unified] ITSM framework to implement ITSM software.

What should IT departments be doing to reduce the thicket of ITSM software?

Stanger: People chose the software or the framework du jour or the approach of the day. What we need is for someone to say, 'We're going to stick with this framework, and after we adopt an approach, we'll map the software to it.' Too often we think adopting software will solve our lack of framework. You have to choose and adopt the framework first and then the software is a tertiary concern. You have to get everyone on the same page, and then you can get rid of multiple different pieces of software.

So, you have to address the bigger problem of buy-in. You've got to have everyone from the top down understand that this is the framework we're using. If the CEO isn't aware of the CIO's approach, and the CIO isn't able to educate the middle managers on how the framework works, then you have a business disconnect and that drives the use of so many different ITSM software platforms.

It's OK to have multiple ITSM software products, as long as they're all pushing in the same direction. Otherwise you just have chaos. And that's what I see, because CIOs don't resolve that fundamental issue of picking a unifying framework first.

Who owns responsibility for the ITSM software tools?

Stanger: The overall owner is the CIO, but the business owner will be the IT divisions underneath the CIO. The CIO will basically say the individual teams have to use and know those tools very well. For example, the help desk manager reporting up to the CIO will be somebody who has the most visibility into the tool that helps the help desk.

If the IT person who has the most say on a particular software tool says this existing solution isn't doing what we need so let's move to something else, the CIO then has to ask if that new tool will really help the team work more efficiently or has to [ascertain] if the existing software would work just fine, if that person understood the ITSM framework better. I think a lot of CIOs struggle with doing that.

Why is better management of ITSM software important?

Stanger: The first thing that this software will do is take pieces of the framework like configuration management or business information flow and put it in categories inside the software, so now you have a way to see how your business works. Then within those categories, the software has ways to track and plan projects. It's a management tool -- a time management tool, a team management tool, you can even call this software a business process management tool.

Why do IT departments persist in adding ITSM software, other than they love to buy software?

Stanger: Each of these particular pieces of ITSM software has their own DNA. They started in a certain area -- for example, some started in the help desk area or in the world of medical devices -- and they became successful. So, then they moved into management for the whole of IT. But there's still that DNA where they excel in certain areas and are average in others. And IT is good at saying, 'Here's where this software really excels.' That's one way you end up with proliferation: IT wants software that excels in every area.

So, that is the problem hampering ITSM?

Stanger: I'm not sure it's a negative thing. If the company has a framework that they're all trained to use and they're implementing the software to that framework, then it's not a big deal. If you're all unified, you can use multiple platforms with minimal problems. But that 'if' is a big deal.

How many IT organizations are good at optimizing their ITSM software?

Stanger: Most IT departments aren't that great at optimizing what they have. It seems much easier to buy a new piece of software than optimizing what you have.

For example, [many pieces of] software are left to the default setting. It's like IT bought a VCR but it was flashing 12:00 all the time. The temptation is always to go and buy a new VCR or buy a TiVo, but that doesn't solve the problem that you're not delving into the system and customizing it. It takes a good six months or a year to tune ITSM software to your company. But there are a lot of companies who bought this stuff and it's still flashing 12:00. The software is not optimized. That's where the work comes in. Too many [IT leaders] really expect a turnkey solution.

Parting advice to CIOs on optimizing ITSM software?

Stanger: Pick a framework, adopt it, customize it and then educate to that. That would make rationalizing and categorizing IT processes better than any one piece of software. We need to spend more time educating people on how to customize a framework for their own business.

Then once those tools are in place and tied to a framework, then the next thing you should do is use another whole set of business processes to make the framework more efficient. So, you have, for example, the ITIL framework to rationalize and then you'll use Six Sigma to improve processes. So, you implement a framework and then you find a process to make that framework more efficient.

Related Resources

• A closer look at ITSM and ITIL–SearchCIO.com
• ITIL and ITSM: How IT is becoming more service-oriented–ComputerWeekly.com

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