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The system is prebuilt with the core functionality needed to man= age a complex IT organization, including Service Request Management, Incide= nt Management, Problem Management, Change Management, Asset Management, Pur= chase Management, Project Management, and more. The relationship between th= ese tables was designed according to the basic principles of the ITIL frame= work. ITIL is a set of best practices intended to improve IT service while = reducing failures and costs.
Please review the differences listed above between this standard system = and our specialized ITIL system to determine which starting point suites yo= ur needs. This system is not a complete ITIL system and it does include ful= l SLA and OLA management. If you need that functionality, we recommend star= ting from the ITIL template.
The general principal of the standard system setup is to point services = that require no special approvals into the Service Request table and to poi= nt services that require approvals into the Change Requests table, keeping = the workflows for each request type distinct and simple. Services such as N= ew Employee Setup and Password Resets are therefore handled within Service = Requests.
We have also designed the system so that if a person has a problem with = a printer, it does not require creating an incident, a problem, and a chang= e request just to get a new ink cartridge installed. Some would interpret t= his as the "correct" ITIL process, and if you want to use the more extended= process we have made it as easy as possible. From any record a button can = be clicked to create the related records and map field values from the curr= ent record to avoid duplicate text entries when creating problems, change r= equests and incidents.
We have prebuilt the relationships and functions that many companies may= want, while trying not to force too much complexity on those who may prefe= r a nimbler and more efficient implementation. This is a rather difficult b= alancing act, and while we have done our best to get it right for the large= st number of customers, the real power of the system is in how easy it is t= o change it to adapt to your company's specific preferences and needs.
We offer guidance throughout this document on how to make changes to the= critical relationships and behavior to suit your needs.