ITIL processes
Problem and change management without the paperwork
Link many incidents to one problem, and run changes with risk, plan, rollback and a CAB approval that is recorded.
What you get
ITIL processes in detail
Four ticket types
Incident, Service request, Problem and Change, each with the fields and workflow that suit it.
Problems that link incidents
Group repeat incidents under a single problem record. Fixing the root cause resolves the whole set, and the history stays visible.
Changes with a plan
Capture risk, implementation plan and rollback plan before anyone touches production, and keep them on the record.
CAB approval
Send a change to the approvers you choose. Their decisions are recorded with time and name, and the audit trail shows who agreed to what.
Service catalogue
Standard requests are offered as catalogue items with their own forms, ready to publish on the self-service portal.
Questions
Frequently asked
Do I need ITIL training to use this?
No. The fields and states are plain and labelled. Teams that already follow ITIL will find the vocabulary familiar.
Who can approve a change?
You choose the approvers per change, and you can reuse a standard group for your change advisory board.
Is this part of Help Desk?
It is a separate module that adds to Help Desk, so teams that do not need it do not pay for it.