top of page

IT Service Management ITIL 4

ITSM is the planning, delivery, and support of IT services via a mix of people, processes, and technology.

IT organizations use this integrated, process-based framework to track, deliver, and manage technical services for an enterprise.

Incident, problem, and change management are the most commonly adopted ITIL 4 practices.

Self-service and a service catalog are also frequently implemented.

High-performing ITSM services mapped to ITIL processes help keep employees happy and productive, while ensuring that IT infrastructure is aligned to the needs of the business.


What is ITSM?



for managing and tracking incidents (a disruption to normal operations), as well as service requests for new services, software, or hardware. Our incident-management application manages the entire incident-management process to restore service to customers as quickly as possible. 


The ability to prioritize incidents and service requests according to business impact allows staff to focus their efforts where they matter most.


Service Level

for tracking service-level commitments with customers and from vendors, so management can pinpoint weaknesses and take corrective action. 



for managing problem investigations from detection to eradication, through the ITIL subprocesses of problem control, error control, and proactive problem analysis. Problem-management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment.



for tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency of how changes are implemented while minimizing risk and errors.

This application includes a built-in approval process for change and release management. The change module is completely integrated with incident, problem, and service-level management applications.

What is Incident Management?

Incident Management

Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.

Service Mapping also automatically updates maps as changes occur across IT applications, infrastructure, and cloud services.

Incident Management process follows these steps:

  1. Incident identification

  2. Incident logging

    • Incident categorization

    • Incident prioritization

  3. Incident response

    • Initial diagnosis

    • Incident escalation

    • Investigation and diagnosis

    • Resolution and recovery

    • Incident closure

Incident Identification

The first step in the life of an incident is incident identification. You can report incidents through emails, sms, phone call, support chats, walk-ups, and applications. The service desk decides if the issue is truly an incident or if it is a request.

Incident logging

Once identified as an incident, the service desk logs the incident. The incident should include information, such as the caller, business service, configuration item, and contact type. The logging process includes categorization and prioritization of an incident.

Incident categorization

Incident categorization is a vital step in the incident management process. Categorization involves assigning a category and at least one subcategory to the incident.

Incident prioritization

Incident prioritization is important for SLA response adherence. The priority of an incident is determined by its impact on users or business and its urgency.

Incident response

Once identified, categorized, prioritized, and logged, the service desk can handle and resolve the incident. Incident resolution involves five steps:

  • Initial diagnosis: Occurs when the user describes his or her problem and answers troubleshooting questions.

  • Incident escalation: Happens when an incident requires advanced support, such as sending an on-site technician or assistance from certified support staff.

  • Investigation and diagnosis: Takes place during troubleshooting when the initial incident hypothesis is confirmed as being correct. Once the incident is diagnosed, service desk can apply a solution, such as changing software settings, applying a software patch, or ordering new hardware.

  • Resolution and recovery: Happens the service desk confirms that the service of the user is restored within the stipulated SLA time.

  • Incident closure: At this point, the incident is considered closed and the incident process ends.

What is Problem Management?

Problem Management

is responsible for managing the life cycle of all problems and to prevent problems and resulting incidents from happening. It also aims at eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented. Resolving a problem includes the activities required to diagnose the root cause of incidents and to determine the resolution for the problem. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.

Problem Management also maintains information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management so that the known error articles are documented thoroughly for any future reference.

Problem Management supports the ITIL process to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to appropriate groups. You can create knowledge from problems, request changes, escalate, and manage problems to its resolution and reporting.

What is Change Management?

Change Managemen

to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.

What is Release Management?

encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.

The Release Management application handles releases using the task record system. Each planned feature is generated through various means as a task record, populated with the pertinent information in individual fields. These tasks can be assigned to appropriate release management team members, who deal with the tasks as appropriate until the release has been properly deployed.

Release Management can be effectively used to coordinate releases as a vehicle for planning releases, composed of individual work items such as, projects, epics, stories, problems, and so on. After the release scope (projects, stories, and so on) is finalized, you can generate Change Items and associate them to the release, allowing the implementation and deployment of a release to be handled within the change management process.

Release management comprises of a series of activities performed to ensure that the changes are applied successfully to both pre-production and product environments.


What is Service Level Management?

enables you to monitor and manage the quality of the services offered by your organization.

Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality, and speed of the services being provided. The intention of SLM is to provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met.

SLM can be used across the organization in departments such as HR, Facilities, and IT to track how internal and external teams are performing against their agreed service levels.

bottom of page