Historically, ITIL (v2, v3) is a library of knowledge about IT infrastructure in which there were no hard and fast rules, but there is a set of recommendations for building “Processes” (Incident Management, Change Management, Service Management, Service Level Management). In many IT systems, ITIL processes are “hardwired” as menu items, for example, in Itilium (1C) or HP Open view.
ITIL v4 stopped offering this as Standardized Processes and began to describe the experience as a Practice (and recommend Best Practices) of using certain tools to solve IT management tasks and not only but also the Business as a whole. Plus supported the Agile manifesto and principles as basic.
Our ITSM system is built differently than those for IT “ServiceDesk”.
As we are developing modules for Odoo, they will not have the menus or settings of the classic ITSM system. Our system is built as a constructor, including for Processes (Practices) and Requests (Tickets). Accordingly, you can model those kinds and types of processes and forms that ITIL describes as practices.
Furthermore, in Odoo, you can implement different ITIL practices with different modules. The business analyst can set up the processes of “Service Management”, “Infrastructure Management”, “Supply Management”, “Knowledge Management”, etc. With specific Odoo modules you can set up “Finance Management”, “Supplier Management”, “ Human Resources Management” and “Project Portfolio Management”.
The modules of our ITSM system do not cover all ITIL practices, but on the Odoo platform you can build (assemble) a system that will cover almost all practices. For example, you can use Odoo Documents and our product the Yodoo Cockpit to set up architecture management. “Continuous Improvement” can be customized by capturing, resolving and analyzing “Improvement Requests'' and describing related documentation. Information security management - through existing Roles, Rights, Objects, Security Incidents.
Our ITSM implements service practices closest to the recommendations: Change control; Incident management; IT resource management; Monitoring (without your technical specifics); Problem management (incident statistics); Directory, Configuration, Continuity and Service Level Management; Release management (through requests and resources).