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IT service management

The right processes,
the right tools,
the right service

iTop includes ITSM processes aligned with ITIL: incidents, requests, changes and problems, each configurable to your maturity level.

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ITIL integrated processes Combodo iTop offers SLA deadlines and escalation Combodo features Change ITIL-compatible management Combodo features Problem problems and known errors iTop Hub documentation

The goal is not to impose ITIL, but to install useful, measurable and simple workflows.

Core processes

A dedicated module for each ITSM flow

iTop covers each lifecycle with workflows, SLA and CMDB context. Additional processes can be implemented as needed: release management, project management, IT asset management, and more.

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Incident management

Incident Management

Qualify, prioritize and resolve service interruptions with context.

  • One-click escalation
  • Link to impacted CIs
  • User notifications
Key indicator: MTTR by priority
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Request management

Request Fulfillment

Handle service requests through a structured catalog.

  • Custom catalog
  • Multi-level workflow
  • Automated onboarding
Key indicator: average processing time
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Change management

Change Management

Formalize RFCs, assess impact and coordinate releases.

  • Normal, standard, urgent
  • Rollback plan
  • CAB approvals
Key indicator: change success rate
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Problem management

Problem Management

Identify root causes and reduce recurring incidents.

  • Incident grouping
  • Workarounds
  • KEDB
Key indicator: recurring incident reduction
Process interconnection

How the processes work together

1

Incident detected

User report or monitoring alert, ticket opened and CI linked.

2

Diagnosis

Support uses CMDB context to qualify and escalate.

3

RFC if needed

A deep correction becomes a planned change.

4

Knowledge capture

Root cause and workaround are documented.

5

Improvement

Metrics feed service reviews.

ITIL frame

iTop aligns with practices without rigidity

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Business value

Each ticket is linked to a service, contract and impact.

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Continual improvement

MTTR, reopening, SLA and team workload are measurable.

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Collaboration

Helpdesk, infrastructure, security and purchasing work in one tool.

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Automation

Assignment rules, notifications and escalations reduce repetitive tasks.

Structure IT processes with method and pragmatism

We help you start with the right flows and evolve iTop at your team’s pace.

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