Page tree

Versions Compared


  • This line was added.
  • This line was removed.
  • Formatting was changed.


Please review the differences listed above between this standard system and our specialized ITIL system to determine which starting point is better for your needed. This system is not full blown ITIL and it does not offer full SLA and OLA management. If you want that functionality, you would do better to start 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 point services that require approvals into the Change request table, keeping the workflows for each request type more distinct and simplersimple. Services such as New 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 his a printer, it does not require the creation of creating an incident, a problem, and a change request , just to get a new ink cartridge installed, something that at least one ITIL vendor has defined . Some would interpret this as the "correct" ITIL process. However, and if you want to follow this use the more extended process , we have made it as easy as possible – from . From any record a button can be clicked to create the related records and map field values from the current record . There are no to avoid duplicate text entries when creating problems, change requests and incidents.