One change can affect other applications and systems, so you need a way to track how systems are connected and what the impact of various changes will be. Change Management: managing a system change, like a migration or upgrade.Request: a need for something, like a new laptop or onboarding an employee.Incidents: requests to the service desk about things that went wrong or are broken.ITIL processes provide structure and best practices so that you can execute, plan and prioritize for: When you take time to distinguish and address request and change management disciplines as well, you lay sound groundwork for effective IT service delivery and support. ![]() Incidents, however, are just one aspect of Information Technology Infrastructure Library (ITIL). You’re also in a better position now to capture, analyze and report on metrics and KPIs.
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