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ITIL is a globally recognised framework for ITSM and case management that helps businesses deliver IT services with a focus on quality, continuous development and business objectives. Whether the goal is smarter and standardised workflows or modernising your service delivery, ITIL is an important tool for modern case management.
Nilex has ITIL 4 certified project managers and consultants, our system supports a number of ITIL 4 processes, and we are also certified by Serview. With our proven ITIL formula, we can strengthen your organisation with solutions for incident management, problem management, event management, service requests and more. Read below to find out how we work with the incident process.
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Nilex ServiceDesk supports ITIL 4 for managing incidents and fault reports. You can also see if a fault report concerns an item of inventory, classify the fault report and send a work order to the appropriate technician if necessary. Nilex ServiceDesk provides: A contact point for communication between support and users. A classification system helps you determine the priority, assignment, urgency and impact of different incidents.
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In ITIL 4, the service desk is a central hub for handling incidents and service requests. A smartly designed service desk becomes the central point of contact for users, and our consultants can help you set up a service desk that both meets user requirements and follows ITIL 4 best practices.
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Problem management enables you to identify, record, classify, investigate, diagnose and resolve underlying root causes. With this side-by-side focus and high degree of automation, Nilex ServiceDesk provides the foundation for an integrated IT service management process by delivering: A classification system that creates problem records separately from incidents and tracks them according to ITIL 4 best practice.
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With support for the service request process, you can transform our service catalogue into a showcase for customers and employees. With Nilex's service catalogue, which has a built-in web shop, you can easily create an approval flow without having to code; all customisation is done in the interface.
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With Nilex Change Management, you can initiate, approve and focus on change, as well as manage the necessary resource requirements associated with these changes so that they can be implemented without unnecessary operational disruptions. With our change management, we provide A classification system for acceptance, logging and storage of requested changes.
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The Monitoring & Event process is a critical part of our CMDB. With the support of this process, you can create workflows for how events should be handled if, for example, a server goes down or certain services report errors that require the service desk to take action to restore order. Visualise your ongoing events in our Kanban boards. This is agile case management.
Within ITIL and incident management, three PSFs are used as key success factors, or Practice Success Factors, for the incident process:
Early detection of incidents
Incident handling and resolution focused on the handling and resolution of incidents
Periodic review of incidents means, for example, reviewing data from reports/key figures from incidents and other processes in Nilex once a month and analysing how often a specific knowledge article is used, how many major incidents there are in support, and how the established process models can be improved.
The first step in designing an incident process for the customer is to follow the ITIL guideline "Start where you are", which means that we work with you to analyse your current incident/fault reporting workflow and how feedback is provided to users. Once this has been done, we focus on studying and evaluating how to optimise each step in the incident workflow. In ITIL, incidents have several steps in their workflow, which are early detection of incidents, registration, classification, diagnosis and closure. With the help of smart workflows in Nilex, we can automate the handling of incidents when they are in a certain phase of the incident workflow. You can also work with SLAs to ensure that incidents in a certain status are resolved within a specific time frame, for example, if they concern incidents from a business-critical system.
However, there is a risk that IT organisations overlook a key part of the incident process – regularly analysing and reviewing how effective the established workflow is for the incident process itself.
An ITIL Specialist works to structure and improve IT processes in accordance with the ITIL (Information Technology Infrastructure Library) framework. This often involves incident management, change processes and service design.
No, ITIL is a framework – not a law book. The most important thing is that you adapt the principles to your needs and your business. It's perfectly fine to start small.
A technician often works practically to resolve issues, while an ITIL Specialist works more strategically and process-oriented. Both roles are needed.
When support becomes more proactive, issues are resolved faster and users feel they are receiving better service – this is a sign that ITIL-based processes are beginning to take hold.
Example: Fewer recurring incidents because you start working more with root cause analysis.
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