Tools
ITIL® et ISO 20000

There are a huge number of software products on the market offering enhancement-related functionalities. It's difficult to compare them, as they often cover different fields. For example, some are specifically dedicated to :

• quality management ;

• the environment ;

• risk management ;

• a very specific business sector;

• process control ;

• document management ;

• defect handling ;

• monitoring action plans ;

• metrology ;

• processing of satisfaction surveys;

• performance support.

On the other hand, with regard to ITIL^® processes or ISO/CEI 20000 requirements, the few software tools currently available generally cover only a very limited scope, such as :

• Service Management...