Incident manage tool comparison

Do you require ITIL certified products?  ITIL is a huge topic and for the most part ITIL products and features, beyond the certification requirements can be highly subjective.  It really depends on the scope you looking to implement. Requirements even in a specific area can vary dramatically for example in my outfit (fortune 100, IT, operations and support) our needs, especially in the area of change management/approvals, were far too demanding for off the shelf software.  So we had our internally developed  solution.  As we reviewed ITIL packages, like incident management systems, we had to include requirements to interface with and be managed by our change management systems.  Same was true for service level management, capacity management etc.  

You can google ITIL and find hundreds of articles, white papers, courses opinions etc.  My advice:  Learn ITIL basic philosophies, then define the scope of what your particular outfit can/wants to implement.  From there develop a set of prioritized ITIL product requirements.  The closer you can match/adjust your needs with standard ITIL practices, the more off the shelf options you can find.

You can find case studies covering many implementations here: (not the fastest website).

https://www.axelos.com/case-study-and-white-paper-search?type=casestudies 


 

We have incident response models like nist ,sans etc in that For incident response tools  we have cisco amp ,trend micro ,Symantec ,service now ,jira all these comes under incident response tools right?