{"id":5256,"date":"2025-06-20T13:35:45","date_gmt":"2025-06-20T13:35:45","guid":{"rendered":"https:\/\/new.nilex.se\/itil-arendehantering\/"},"modified":"2026-02-12T10:08:50","modified_gmt":"2026-02-12T10:08:50","slug":"itil-case-management","status":"publish","type":"page","link":"https:\/\/nilex.se\/en\/itil-case-management\/","title":{"rendered":"ITIL case management"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"5256\" class=\"elementor elementor-5256 elementor-69\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3c7ac99 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"3c7ac99\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-e75cba5 e-con-full e-flex e-con e-child\" data-id=\"e75cba5\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-69219b6 elementor-widget elementor-widget-breadcrumbs\" data-id=\"69219b6\" data-element_type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/nilex.se\/en\/\">Hem<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e1951c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6e1951c\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-87a4990 e-con-full e-flex e-con e-child\" data-id=\"87a4990\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-46d7475 e-con-full e-flex e-con e-child\" data-id=\"46d7475\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9ea500b elementor-widget elementor-widget-heading\" data-id=\"9ea500b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">ITIL case management<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-baa54c2 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"baa54c2\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a234406 e-con-full elementor-hidden-laptop e-flex e-con e-child\" data-id=\"a234406\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cbce1ef elementor-widget elementor-widget-image\" data-id=\"cbce1ef\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"785\" height=\"540\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-2-1.png\" class=\"attachment-large size-large wp-image-4212\" alt=\"\" srcset=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-2-1.png 785w, https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-2-1-300x206.png 300w, https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-2-1-768x528.png 768w\" sizes=\"(max-width: 785px) 100vw, 785px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5a017be e-con-full e-flex e-con e-child\" data-id=\"5a017be\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c2456d headingGreen elementor-widget elementor-widget-heading\" data-id=\"9c2456d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Nilex formula for ITIL 4<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ef43ac elementor-widget elementor-widget-text-editor\" data-id=\"2ef43ac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>150+ Nordic companies rely on Nilex<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a1dd87 elementor-widget elementor-widget-text-editor\" data-id=\"6a1dd87\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>ITIL is a globally recognised framework for ITSM and <a href=\"https:\/\/nilex.se\/en\/\">case management<\/a> 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-518fa26 elementor-widget elementor-widget-image\" data-id=\"518fa26\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/elementor\/thumbs\/ITIL-raat32tl9j6fjqa8zff0ev6xbc2nqnlmwixrk65dq8.png\" title=\"ITIL\" alt=\"ITIL\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-764ff5a e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"764ff5a\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-ac48b95 e-con-full e-flex e-con e-child\" data-id=\"ac48b95\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-35a6d9b headingGreen elementor-widget elementor-widget-heading\" data-id=\"35a6d9b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Case management system with support for ITIL 4<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d08b7c8 elementor-widget elementor-widget-text-editor\" data-id=\"d08b7c8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-429ddeb e-con-full elementor-hidden-laptop e-flex e-con e-child\" data-id=\"429ddeb\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-46313ee elementor-widget elementor-widget-image\" data-id=\"46313ee\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"785\" height=\"540\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-3-1.png\" class=\"attachment-large size-large wp-image-4214\" alt=\"\" srcset=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-3-1.png 785w, https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-3-1-300x206.png 300w, https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319465-3-1-768x528.png 768w\" sizes=\"(max-width: 785px) 100vw, 785px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4a0bfb4 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"4a0bfb4\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-fb3aa43 e-con-full e-flex e-con e-child\" data-id=\"fb3aa43\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8903cc7 productTabs e-n-tabs-none elementor-widget elementor-widget-n-tabs\" data-id=\"8903cc7\" data-element_type=\"widget\" data-settings=\"{&quot;horizontal_scroll_mobile&quot;:&quot;enable&quot;,&quot;tabs_justify_horizontal_laptop&quot;:&quot;center&quot;,&quot;horizontal_scroll_laptop&quot;:&quot;enable&quot;,&quot;horizontal_scroll&quot;:&quot;disable&quot;}\" data-widget_type=\"nested-tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-tabs\" data-widget-number=\"143670471\" aria-label=\"Tabs. Open items with Enter or Space, close with Escape and navigate using the Arrow keys.\">\n\t\t\t<div class=\"e-n-tabs-heading\" role=\"tablist\">\n\t\t\t\t\t<button id=\"e-n-tab-title-1436704711\" class=\"e-n-tab-title\" aria-selected=\"true\" data-tab-index=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"e-n-tab-content-1436704711\" style=\"--n-tabs-title-order: 1;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tIncident Management\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-1436704712\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-1436704712\" style=\"--n-tabs-title-order: 2;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tService desk\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-1436704713\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-1436704713\" style=\"--n-tabs-title-order: 3;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tProblem Management\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-1436704714\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-1436704714\" style=\"--n-tabs-title-order: 4;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tService Request Management\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-1436704715\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-1436704715\" style=\"--n-tabs-title-order: 5;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tChange Management\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-1436704716\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"6\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-1436704716\" style=\"--n-tabs-title-order: 6;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tMonitoring &amp; Event Management\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t<div class=\"e-n-tabs-content\">\n\t\t\t\t<div id=\"e-n-tab-content-1436704711\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704711\" data-tab-index=\"1\" style=\"--n-tabs-title-order: 1;\" class=\"e-active elementor-element elementor-element-feaee31 e-con-full e-flex e-con e-child\" data-id=\"feaee31\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ebce913 e-con-full e-flex e-con e-child\" data-id=\"ebce913\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de50379 elementor-widget elementor-widget-text-editor\" data-id=\"de50379\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e88da5b elementor-widget elementor-widget-heading\" data-id=\"e88da5b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Incident Management<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad86353 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"ad86353\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-936019a e-con-full elementor-hidden-desktop elementor-hidden-laptop elementor-hidden-tablet elementor-hidden-mobile e-flex e-con e-child\" data-id=\"936019a\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16b6145 elementor-widget elementor-widget-image\" data-id=\"16b6145\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"641\" height=\"559\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Arendehantering-2-1.png\" class=\"attachment-large size-large wp-image-3454\" alt=\"\" srcset=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Arendehantering-2-1.png 641w, https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Arendehantering-2-1-300x262.png 300w\" sizes=\"(max-width: 641px) 100vw, 641px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-1436704712\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704712\" data-tab-index=\"2\" style=\"--n-tabs-title-order: 2;\" class=\" elementor-element elementor-element-1fffc53 e-con-full e-flex e-con e-child\" data-id=\"1fffc53\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-98e1312 e-con-full e-flex e-con e-child\" data-id=\"98e1312\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e73e10c elementor-widget elementor-widget-text-editor\" data-id=\"e73e10c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e3bd2e elementor-widget elementor-widget-heading\" data-id=\"0e3bd2e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Service desk<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19a50fe elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"19a50fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-1436704713\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704713\" data-tab-index=\"3\" style=\"--n-tabs-title-order: 3;\" class=\" elementor-element elementor-element-1c3bda6 e-con-full e-flex e-con e-child\" data-id=\"1c3bda6\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b291a56 e-con-full e-flex e-con e-child\" data-id=\"b291a56\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cf8800c elementor-widget elementor-widget-text-editor\" data-id=\"cf8800c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-187c0ec elementor-widget elementor-widget-heading\" data-id=\"187c0ec\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Problem Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e9bf2e elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"2e9bf2e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-1436704714\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704714\" data-tab-index=\"4\" style=\"--n-tabs-title-order: 4;\" class=\" elementor-element elementor-element-9b5b721 e-con-full e-flex e-con e-child\" data-id=\"9b5b721\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9bd2f0f e-con-full e-flex e-con e-child\" data-id=\"9bd2f0f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e5d7adc elementor-widget elementor-widget-text-editor\" data-id=\"e5d7adc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02ed9af elementor-widget elementor-widget-heading\" data-id=\"02ed9af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Service Request Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e928bf elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"1e928bf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">With support for the service request process, you can transform our service catalogue into a showcase for customers and employees. With Nilex&#x27;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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-1436704715\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704715\" data-tab-index=\"5\" style=\"--n-tabs-title-order: 5;\" class=\" elementor-element elementor-element-edb5cc1 e-con-full e-flex e-con e-child\" data-id=\"edb5cc1\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9f5a805 e-con-full e-flex e-con e-child\" data-id=\"9f5a805\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d5b3bd4 elementor-widget elementor-widget-text-editor\" data-id=\"d5b3bd4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61008e5 elementor-widget elementor-widget-heading\" data-id=\"61008e5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Change Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c045f0e elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"c045f0e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-1436704716\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-1436704716\" data-tab-index=\"6\" style=\"--n-tabs-title-order: 6;\" class=\" elementor-element elementor-element-823b38c e-con-full e-flex e-con e-child\" data-id=\"823b38c\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-32e3f94 e-con-full e-flex e-con e-child\" data-id=\"32e3f94\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1abc0b5 elementor-widget elementor-widget-text-editor\" data-id=\"1abc0b5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>See more about<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20c3a21 elementor-widget elementor-widget-heading\" data-id=\"20c3a21\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Monitoring &amp; Event Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b774a2 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"2b774a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The Monitoring &amp; 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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-68a3f49 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"68a3f49\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a45b9f8 e-con-full e-flex e-con e-child\" data-id=\"a45b9f8\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a026c25 e-con-full e-flex e-con e-child\" data-id=\"a026c25\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a08a96d headingGreen elementor-widget elementor-widget-heading\" data-id=\"a08a96d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Incident management<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ce8c6a elementor-widget elementor-widget-text-editor\" data-id=\"0ce8c6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Within ITIL and incident management, three PSFs are used as key success factors, or Practice Success Factors, for the incident process:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-49a6d24 e-con-full e-flex e-con e-child\" data-id=\"49a6d24\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-616c605 e-con-full e-flex e-con e-child\" data-id=\"616c605\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0ef7306 elementor-widget elementor-widget-image\" data-id=\"0ef7306\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"66\" height=\"69\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319298.png\" class=\"attachment-large size-large wp-image-4198\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b4efa50 elementor-widget elementor-widget-text-editor\" data-id=\"b4efa50\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Early detection of incidents<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-180a163 e-con-full e-flex e-con e-child\" data-id=\"180a163\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-78e462e elementor-widget elementor-widget-image\" data-id=\"78e462e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"66\" height=\"69\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319298-1.png\" class=\"attachment-large size-large wp-image-4200\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ccb536e elementor-widget elementor-widget-text-editor\" data-id=\"ccb536e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Incident handling and resolution focused on the handling and resolution of incidents<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-60db5e3 e-con-full e-flex e-con e-child\" data-id=\"60db5e3\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71dfde5 elementor-widget elementor-widget-image\" data-id=\"71dfde5\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"66\" height=\"69\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319298-2.png\" class=\"attachment-large size-large wp-image-4202\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1ea5c2 elementor-widget elementor-widget-text-editor\" data-id=\"f1ea5c2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bfc31eb e-con-full e-flex e-con e-child\" data-id=\"bfc31eb\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b5ae26c elementor-widget elementor-widget-image\" data-id=\"b5ae26c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"66\" height=\"69\" src=\"https:\/\/nilex.se\/wp-content\/uploads\/2025\/07\/Frame-427319298-3.png\" class=\"attachment-large size-large wp-image-4204\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ca50e1 elementor-widget elementor-widget-text-editor\" data-id=\"2ca50e1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The first step in designing an incident process for the customer is to follow the ITIL guideline &quot;Start where you are&quot;, 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6e0f941 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"6e0f941\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-fd42be1 e-con-full e-flex e-con e-child\" data-id=\"fd42be1\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7eaa1bd elementor-widget elementor-widget-heading\" data-id=\"7eaa1bd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">The ITIL 4 guidelines state that the incident process is one of the most important ITIL processes that most organisations have implemented.<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-97feec2 e-con-full e-flex e-con e-child\" data-id=\"97feec2\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-388e31a elementor-widget elementor-widget-text-editor\" data-id=\"388e31a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>However, there is a risk that IT organisations overlook a key part of the incident process \u2013 regularly analysing and reviewing how effective the established workflow is for the incident process itself.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cf8af85 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"cf8af85\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-59124f7 elementor-widget__width-initial headingGreen elementor-widget elementor-widget-heading\" data-id=\"59124f7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQ - ITIL<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99fd941 elementor-widget__width-initial elementor-widget-laptop__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"99fd941\" data-element_type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;all_collapsed&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1610\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1610\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\">  What does an ITIL Specialist actually do? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"20\" viewBox=\"0 0 19 20\" fill=\"none\"><path d=\"M15.1284 10.7729H4.29004V9.22461H15.1284V10.7729Z\" fill=\"#40A34F\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"20\" viewBox=\"0 0 22 20\" fill=\"none\"><path opacity=\"0.7\" d=\"M22.0001 10.827H12.633V19.292H10.2938V10.827H0.926758V9.17306H10.2938V0.708008H12.633V9.17306H22.0001V10.827Z\" fill=\"#384A45\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1610\" class=\"elementor-element elementor-element-e9df8a5 e-con-full e-flex e-con e-child\" data-id=\"e9df8a5\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-98f117d elementor-widget elementor-widget-text-editor\" data-id=\"98f117d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1611\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1611\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Do we have to follow ITIL to the letter? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"20\" viewBox=\"0 0 19 20\" fill=\"none\"><path d=\"M15.1284 10.7729H4.29004V9.22461H15.1284V10.7729Z\" fill=\"#40A34F\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"20\" viewBox=\"0 0 22 20\" fill=\"none\"><path opacity=\"0.7\" d=\"M22.0001 10.827H12.633V19.292H10.2938V10.827H0.926758V9.17306H10.2938V0.708008H12.633V9.17306H22.0001V10.827Z\" fill=\"#384A45\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1611\" class=\"elementor-element elementor-element-aad2cbb e-con-full e-flex e-con e-child\" data-id=\"aad2cbb\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f50545 elementor-widget elementor-widget-text-editor\" data-id=\"1f50545\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">No, ITIL is a framework \u2013 not a law book. The most important thing is that you adapt the principles to your needs and your business. It&#x27;s perfectly fine to start small.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1612\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1612\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> What is the difference between an ITIL Specialist and a regular IT technician? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"20\" viewBox=\"0 0 19 20\" fill=\"none\"><path d=\"M15.1284 10.7729H4.29004V9.22461H15.1284V10.7729Z\" fill=\"#40A34F\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"20\" viewBox=\"0 0 22 20\" fill=\"none\"><path opacity=\"0.7\" d=\"M22.0001 10.827H12.633V19.292H10.2938V10.827H0.926758V9.17306H10.2938V0.708008H12.633V9.17306H22.0001V10.827Z\" fill=\"#384A45\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1612\" class=\"elementor-element elementor-element-d1883ac e-con-full e-flex e-con e-child\" data-id=\"d1883ac\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a7bc12d elementor-widget elementor-widget-text-editor\" data-id=\"a7bc12d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">A technician often works practically to resolve issues, while an ITIL Specialist works more strategically and process-oriented. Both roles are needed.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1613\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1613\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> How can you tell that ITIL works in practice? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"20\" viewBox=\"0 0 19 20\" fill=\"none\"><path d=\"M15.1284 10.7729H4.29004V9.22461H15.1284V10.7729Z\" fill=\"#40A34F\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"20\" viewBox=\"0 0 22 20\" fill=\"none\"><path opacity=\"0.7\" d=\"M22.0001 10.827H12.633V19.292H10.2938V10.827H0.926758V9.17306H10.2938V0.708008H12.633V9.17306H22.0001V10.827Z\" fill=\"#384A45\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1613\" class=\"elementor-element elementor-element-951e7fc e-con-full e-flex e-con e-child\" data-id=\"951e7fc\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1906545 elementor-widget elementor-widget-text-editor\" data-id=\"1906545\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">When support becomes more proactive, issues are resolved faster and users feel they are receiving better service \u2013 this is a sign that ITIL-based processes are beginning to take hold.<\/span><\/p><p><span style=\"font-weight: 400;\">Example: Fewer recurring incidents because you start working more with root cause analysis.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-536e911 e-con-full e-flex elementor-invisible e-con e-parent\" data-id=\"536e911\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-559f928 e-con-full e-flex e-con e-child\" data-id=\"559f928\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-48efb89 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"48efb89\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Book a digital demo of Nilex<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-06c6fe3 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"06c6fe3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Thank you for your interest in Nilex! Fill in your contact details and we will contact you for a free demo.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd29f30 elementor-align-center elementor-mobile-align-left elementor-tablet-align-center elementor-widget-tablet__width-initial elementor-widget elementor-widget-button\" data-id=\"cd29f30\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/nilex.se\/en\/?page_id=44\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" viewBox=\"0 0 32 32\" fill=\"none\"><rect x=\"32.001\" y=\"-6.10352e-05\" width=\"32\" height=\"32\" rx=\"16\" transform=\"rotate(90 32.001 -6.10352e-05)\" fill=\"#0B2A47\"><\/rect><path d=\"M23.7803 16.0001L23.3332 15.5322L17.8011 10.0001L16.8646 10.9367L21.2785 15.3493L8.22154 15.3493V16.651L21.2791 16.651L16.8652 21.0642L17.8011 22.0001L23.3332 16.4681L23.7803 16.0001Z\" fill=\"white\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book a demo<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>ITIL case management Nilex formula for ITIL 4 150+ Nordic companies rely on Nilex 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-5256","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ITIL case management \u2013 Certified &amp; process-driven | Nilex<\/title>\n<meta name=\"description\" content=\"ITIL-based case management with incident, problem and change support. 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