The service management marketspace is populated with hundreds of tools, nearly all of which resemble each other more than they are distinct. Fundamentally, they are a place to log tickets of various types, to push those tickets to various roles for their updating, to document the structures upon which the handling of those tickets depends and to analyze and report of the performance of the processes supported by those tools. In some cases, the use of the tools is extended to users. In other cases, various types of knowledge management functionality is also included. The tools are designed to be integrated into the existing management environment either using out of the box connectors, or using documented APIs, or by generic accesses to the underlying database(s). [Read more…] about Manifesto for Service Management Tools