What is ITIL Verification?

ITIL verification is an objective software tool assessment process that validates a vendor’s toolset against a set of functional requirements.  The assessment determines if the toolset aligns with ITIL terminology, processes, workflow, and integrations.

Pink Elephant provides verification of a vendor’s toolset using their PinkVERIFY™ program.  Once a vendor’s toolset is verified, the vendor is allowed to use the PinkVERIFY™ logo on their website and in their marketing collateral.  Pink Elephant will also include the vendor information on the Pink Elephant list of verified vendors.

Vendors will request toolset verification for a number of reasons:

  • Request For Proposals (RFPs) often inquire if the toolset is ITIL verified
  • Need to keep the vendor’s toolset on the list for prospective customers
  • Marketing differentiator for the toolset

Why look at ITIL Verified tools?

There are a couple of benefits when looking at tools that have been ITIL verified

  • Confidence that the tool does align with the ITIL processes that it has been verified for – helpful if looking for alignment with specific ITIL processes or for process improvement initiatives
  • Unbiased, objective view of the ITIL process compatibility of the tool
  • Shows that the vendor cares enough to go to the effort and expense to submit their tools for Verification

The verification in and of itself will not tell you if tool A is better than Tool B – that is better left for your organization to decide if the tool meets your needs or not. This local assessment should be done via a trial or proof of concept of the tool.  That way the organization can put the tool through its paces using their criteria and get a very good understanding of how the tool will meld with the internal process of the organization.

When looking to purchase an ITSM tool, should ITIL verification be a major selection criteria? It should be a selection criteria, but there are other criteria that either are as important or perhaps more important.  These might be:

  • Does the tool allow for the process improvements that are desired?
  • Does the tool align to the business objectives of the organization?
  • Is the tool easy to use? Easily configurable?
  • Does it meet your budget not only from a licensing cost but for ongoing maintenance and upgrades?

Stephen Mann published a good blog on this topic a while back after polling his followers on whether ITSM Tool Verification is a Good or Bad Thing.  http://www.theitsmreview.com/2012/08/tool-verification/.  Looking at the results of the customer poll, about 50% of the respondents thought that verification is either a key part of the tool selection or is helpful.  It seems that while verification won’t help you find the perfect tool to fit the organizational needs, it will help you get started deciding which tools to look at.