Book Review – IT Tools for the Business when the Business is IT


IT Tools for the Business when the Business is IT – Selecting and Implementing IT Service Management Tools


Robert Falkowitz


IT Service Managers, Project Managers, Architects, Strategists and anyone else within an organisation tasked with the selection of ITSM tools.


This book discusses how to successfully select and deploy an ITSM tool. It covers:

  • Why ITSM tools are used and benefits typically derived from their usage;
  • The architectural foundations for selecting and implementing tools;
  • The activities to perform when selecting one or more ITSM tools;
  • The activities during the implementation of an ITSM tool;
  • The phases of the lifetime of an ITSM tool after it is implemented.

It also provides explanatory and documentary support for the various chapters in the book and presents diagrams, samples and templates that can be reused and adapted depending on the organisation’s requirements.


Intermediate – advanced.

Karen’s Comment:

This book is unique in that never before has a book been dedicated to the selection and implementation of ITSM tools. Many articles have been written on the subject over the years and I, myself, have penned a few. However, nowhere else will you find such comprehensive and in-depth coverage of the subject matter.

Robert Falkowitz has delivered over 400 pages of extensive, considered and extremely valuable guidance. Whether you already have ITSM tools in the organisation or are planning to select one in the future, this book should not be ignored.

From my experience most organisations do not apply the rigor and attention required to ITSM tool selection and as a result do not realize the return on investment. As Falkowitz says in his opening chapter, “Selecting any software tool is closely akin to shopping. Some people are born to shop. This book is written for the rest of us”.

Most of us are not innately equipped with the knowledge, skills and capabilities to select the right ITSM tool for the organisation and therefore we should arm ourselves with the guidance contained within this publication.

A key chapter in the book is Part 2-Chapter 3, which describes the ITSM tools landscape, the scope of ITSM tools, the common functions within them and the architectures of each.

Part 3 of the book takes us through the selection process from defining goals and objectives; producing detailed requirements; creation of a long-list of vendors; requesting information; evaluating responses; shortening the vendor list; requesting proposals; evaluating proposals; selecting the final contenders; conducting a proof of concept; selecting the provisional solution; negotiating terms and conditions; and acquiring the solution.

Part 4 describes the implementation of the tool including the approach; the design, build and test; training and deployment.

Part 6 contains valuable diagrams and templates including request for information, request for proposal, scenarios for tool demonstration and an agenda for a reference site visit.

I cannot recommend this book highly enough hence the rating below.

Out of all the complementary guidance to the 5 core ITIL® books, this should be the 6th book on your bookshelf.

Rating: 5 stars out of 5

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