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 change

Example of a (part of an) incident process:

Incident Process

Example of ITIL processes in Axxerion

  • Incident Management

    Incident management helps you resolve incidents as quickly and as cheaply as possible, with as little impact as possible to the organization and employees. Axxerion has a built-in workflow for Incidents based on identified best practices of organizations. Incidents can be assigned to an ‘executing’ group via a service desk or based on decision types, and can, if necessary, be escalated. Naturally, the SLA can automatically be monitored.
  • Configuration Management

    By configuring items you can define and manage components of your infrastructure. You’ll know exactly what is where, when components have been installed and what has changed. In Axxerion, the CMDB can be put together from an extensive set of components and can be linked to other objects such as inventory, users, available and used licences, meter readings, etc.
  • Problem Management

    A problem’s consequences can be minimised by building a database containing all known problems, solutions or alternative solutions. Frequently, once problems have been analysed, measures can be taken to prevent them in the future. Problems, for example, can be listed as FAQ, making things very accessible for the user.
  • Change Management

    Change management allows for changes to be defined, approved and documented in a structured manner. It enables you to analyse the impact and risks of changes on various configuration items. Changes can be made directly or from within an Incident. Users can even attach a specific workflow to that process (e.g. authorisation workflow). Implementations of Changes can be grouped using releases.
  • Release Management:

  • Service Level Management

    Service contracts can be linked to configuration items. And with any Incident you will be able to see which agreements have been made regarding availability and the resolution of problems.
  • (Self-) service desk Management

    Incidents, Requests for Changes and Requests, amongst other things, can be submitted by users using simple forms which use a single sign on function if users are already logged in on the intranet network.

To find out more about the extensive options available, please contact us.

Axxerion Foundation

As your organization evolves, Axxerion evolves with you

Easy to Use and Highly Configurable:

Work with your own terminology, easily remove unwanted fields or steps or add new ones when needed. Define your own business processes.

Comprehensive Security:

Role based logins to accommodate different types of users and contractors and their access rights.

Global search capability:

Easily and instantly search and find any facility information in the database.

Automatic Review and Approvals:

Easily and graphically define workflow and approval processes for any item in the system.

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