ITIL-aligned Service Management

Your IT support,
structured and
under control.

ITIL-aligned service desk for the Note-It organisation. Log incidents, manage problems, govern changes, and track SLAs — all from one unified platform.

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Incident Management

Capture and resolve incidents before they escalate

Log service disruptions, classify by impact, urgency and priority, assign to the right group, and track resolution — every step with a full audit trail.

  • ✓ Impact, urgency and priority matrix (Critical / High / Medium / Low)
  • ✓ Auto-assign new incidents to service desk groups
  • ✓ Internal and public comment threads per ticket
  • ✓ Categories: hardware, software, network, access, data
  • ✓ Filter by status, priority, assigned to me, my requests
  • ✓ SLA breach badge highlights overdue tickets in the table
support.note-it.co.uk/incidents

Incident Management

ITIL Service Operation — Restore service as quickly as possible

Total

51

Critical/High

11

SLA Breached

3

Resolved Today

7

Incidents

Number Title Service Priority Status Assignee SLA
INC-0051
Email service degraded
 Email Collab Critical In progress J. Reynolds Breached
INC-0050
VPN auth failing — remote
 Identity High Assigned S. Patel 2h 15m
INC-0049
Printer offline — Floor 3
 Hardware Medium New Unassigned 6h 00m
INC-0048
Customer portal slow
 Customer Portal Low Resolved A. Brown Resolved
INC-0047
Password reset not sending
 Access Mgmt Medium Pending customer D. Singh 4h 00m
support.note-it.co.uk/changes/23

CHG-0023 — Upgrade database to PostgreSQL 16

Edit

Details

Service
Core Infrastructure
Requester
James Reynolds
Type
Normal
Priority
High
Status
Awaiting CAB
Assignee
Sam Patel

Approvals

Approved
James Reynolds · Change Manager
Approved — proceed to CAB
Pending
CAB Board · CAB Member
Scheduled Mon 15 Mar
Waiting
Ops Team · Implementer
Planned 15 Mar 02:00 UTC

Comments

James Reynolds · Change Manager · 2h ago Internal
Risk assessment reviewed — medium risk accepted.
Sam Patel · Implementer · 1d ago Public
Rollback scripts ready and tested in staging environment.
Change Management

Govern every change with full CAB workflow

Submit standard, normal, or emergency changes. CAB members approve or reject with comments. Post-implementation reviews close the loop.

  • ✓ Standard, normal and emergency change types
  • ✓ In-app CAB approval workflow — approve or reject with comment
  • ✓ Post-Implementation Review with outcome: success / partial / failed
  • ✓ Risk assessment and rollback plan documentation fields
  • ✓ Planned start and end date scheduling with CAB meeting date
  • ✓ Internal and public comment threads per change
Dashboard & Analytics

ITIL KPIs at a glance

Live metrics across incidents, problems, changes and services — your ITIL command centre.

support.note-it.co.uk/dashboard

Service Desk Dashboard

ITIL-aligned service management overview

Total Incidents

147

Open Incidents

24

SLA Compliance

94.2%

Avg Resolution

4.2h

Incident Priority Distribution

Critical
12%
High
33%
Medium
38%
Low
17%

Service Availability

Email & Collaboration
99.8%
Identity & Access
100.0%
Customer Portal
97.3%
ERP System
99.1%
Core Infrastructure
99.9%

My Current Workload

Open Incidents
7
Open Problems
2
Pending Changes
3

Trending Issues This Month

Software
34
Network
28
Access
18
Hardware
12
Data
8
SLA Management

Track response and resolution against agreed targets

Define per-service SLA targets for every priority level. Monitor compliance in real time and report on availability against agreed uptime targets.

  • ✓ Response and resolution time targets per priority (P1–P4)
  • ✓ Per-service SLA agreements with effective date ranges
  • ✓ Availability target tracking (e.g. 99.9% uptime)
  • ✓ SLA compliance column on every incident row
  • ✓ Breached badge highlights overdue tickets immediately
support.note-it.co.uk/slas

SLA Management

IT Core Services SLA

Email & Collaboration · Effective from 1 Jan 2025

Active

Response & Resolution Times

Priority Response Resolution
Critical 15 min 1 hour
High 30 min 4 hours
Medium 2 hours 8 hours
Low 8 hours 3 days
Availability target 99.9%
Compliance this month 94.2% ✓
support.note-it.co.uk/problems

Problem Management

ITIL Service Operation — Root cause analysis

Number Title Priority Status
PRB-0007
Recurring DB timeout errors
 High In progress
PRB-0006
Email delivery delays
 Medium Pending customer
PRB-0005
VPN drops on Windows 11
 High Assigned
PRB-0004
Slow DNS resolution
 Low New

Statuses: New → Investigating → Root cause identified → Workaround available → Resolved

support.note-it.co.uk/services

Service Catalogue

ITIL Service Design — Manage the service portfolio

Service Lifecycle Stage Owner Status
Email & Collaboration Operation James R. Active
Identity & Access Operation Sam P. Active
Customer Portal Transition A. Brown Active
ERP System Improvement D. Singh Active
Core Infrastructure Operation James R. Active

Lifecycle stages: Strategy → Design → Transition → Operation → Improvement

Ready to bring order to your IT support?

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