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ITIL Knowledgebase Guide

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

The ITIL Knowledgebase provides all the functionality to manage a complex IT organization, including Service Request Management, Incident Management, Problem Management, Change Management, Configuration Management, Purchase Management, Project Management, and more.

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.

ITIL is a set of best practices intended to improve IT service while reducing failures and costs. 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.

Companies may implement ITIL along a spectrum moving from simple to complex – from a fairly streamlined, direct approach, to a more "controlled" approach, with more process steps and approvals required for relatively simple tasks. Based on our years of experience implementing IT service solutions that people actually use, we have designed our out-of-the-box implementation to keep things as simple as possible within the ITIL framework.

For instance, we have chosen to put requests for standard changes that require no special approvals into the Service Request table rather than the Change request table, keeping the workflows for each request type more distinct and simple. 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 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 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 current record. There are no duplicate text entries when creating problems, change requests and incidents.

Since there are so many different ways of implementing ITIL, this document is a detailed guide to how it has been implemented in the out-of-the-box   AgiloftITIL KB. We have pre-built the complex relationships and functions that many companies may want, without adding too much complexity for those who prefer a less bulky and more efficient implementation. This is a rather difficult balancing act, and while we have done our best to get it right for the largest number of customers, the real power of the system is in how easy it is to change it to adapt to your company's specific preferences and needs.

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.


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