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This guide describes our out-of-the-box Pink Elephant certified = ITIL system.
The ITIL system provides all the functionality to manage a complex IT or= ganization, including Service= Request Management, Incident Managem= ent, Problem Management, Change Management, Configuration Management, Project Management, = Contract Management, and more. Our goal has been to provide ready-= to-go, out-of-the-box ITIL-compliant structures and process flows for manag= ing IT services, while enabling complete extensibility to meet the needs of= any particular organization.
Information Technology Infrastructure Library (ITIL) is a set of best pr= actices intended to improve IT service while reducing failures and costs. F= or more information, see the Wikipedia article on ITIL. The actual implementation of any ITIL process is open to a wide range of= interpretations. While the basic structure of Service, Incident, Problem, = Change, and Configuration Management is likely to be part of any ITIL imple= mentation, the services that fall under each category, the relationship of = the Service Catalog to these various processes, the ways requests are struc= tured and managed and many other details will vary widely based on the need= s and preferences of a particular organization, as well as the functionalit= y of the particular software program used to implement ITIL.
Companies may implement ITIL along a spectrum moving from simple to comp= lex =E2=80=93 from a fairly streamlined, direct approach, to a more control= led approach, with more process steps and approvals required for relatively= simple tasks. Based on our years of experience implementing IT service sol= utions that people actually use, we recommend starting from the simplest ap= proach first, and adding some of the additional features once you are seein= g the benefits. For instance, the standard progression for incidents in ITI= L moves from one or more incidents to the creation of a problem record in w= hich root cause analysis is done, which may then result in a change request= . However, we have designed the system so that if a person has a problem wi= th a printer, it does not necessarily require the creation of an = incident, a problem, and a change request, just to get a new ink cartridge = installed. However, if you want to follow this more extended process, we ha= ve made it as easy as possible =E2=80=93 from any record a button can be cl= icked to create the related records and map field values from the current r= ecord. There are no duplicate text entries when creating problems, change r= equests and incidents.
Since there are so many different ways of implementing ITIL, this docume= ntation provides a detailed guide to how it has been implemented in the out= -of-the-box Agiloft ITIL KB. We have pre-built the complex relationshi= ps and functions that many companies may want, while attempting to avoid to= o much complexity for those who prefer a less bulky and more efficient impl= ementation. This is a rather difficult balancing act, and while we have don= e our best to get it right for the largest number of customers, the real po= wer of the system is in how easy it is to change it to adapt to your compan= y's specific preferences and needs.
We will offer some guidance throughout this document to where to go to m= ake changes to the critical relationships and behavior to suit your needs.<= /p>
This guide is primarily intended to be used by admin users or system des= igners who need structural information about the ITIL KB in order to custom= ize it.