This guide describes our out-of-the-box ITIL system.

The ITIL Knowledgebase provides all the functionality to manage a complex IT organization, including including Service Request Management, Incident Management, Problem Management, Change Management, Configuration  Configuration Management, Purchase Management, Project Management, and more.Our  Our goal has been to provide ready-to-go, out-of-the-box ITIL-compliant structures and process flows for managing IT services, while enabling complete extensibility to meet the needs of any particular organization.

Information Technology Infrastructure Library (ITIL) is a set of best practices intended to improve IT service while reducing failures and costs. For more information, see here. 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 implementation, the services that fall under each category, the relationship of the Service Catalog to these various processes, the ways requests are structured and managed and many other details will vary widely based on the needs and preferences of a particular organization, as well as the functionality of the particular software program used to implement ITIL.

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We will offer some guidance throughout this document to where to go to make changes to the critical relationships and behavior to suit your needs.

Who Should Read This? 

This guide is primarily intended to be used by admin users or system designers who need structural information about the