Information Technology Infrastructure Library, usually abbreviated to ITIL, was developed as a framework for the configuration of management processes within an ICT organization. Process implementation using ITIL takes place in a manner comparable to that of the ISO 9000 regulations for the non-ICT sector, where all the components of an organization are defined and ordered in to a specific hierarchy based on competencies and responsibilities.
Our ITIL module supports various ITIL processes based on best practice solutions we have developed through our customers. These processes are linked to one another in such a way that one can easily recognise the coherent structure. In any change, for example, you can easily identify which incident caused which problem, which configuration management database(CMDB) item was involved, and which release the solution will be resolved.
Example of a CMDB item:
Example of a change:
Example of a (part of an) incident process: