Internship← ServiceNow learning pathServiceNow · Module 2 of 10
ITIL and IT processes
The standard ideas behind how IT support works.
📖 Key ideas
- ITIL is a widely used framework of IT service management practices.
- An incident is an unplanned interruption, like a laptop that will not connect.
- A service request is a normal ask, like a new software install.
- A problem is the root cause behind repeated incidents.
- A change is a planned modification, reviewed to avoid breaking things.
💡 Real-life example: Like a hospital: emergencies (incidents), routine check-ups (requests), finding why a disease keeps coming (problem), and planned surgery (change).
ITILFramework of IT service practices
IncidentUnplanned interruption to a service
ProblemRoot cause of incidents
ChangePlanned, approved modification