Abbreviation for "IT Infrastructure Library". Contains a series of best practices publications for implementing IT service management (ITSM). ITIL is considered a de facto standard, but certification is only possible for individuals and not for companies or software tools. Companies can be certified according to ISO 20000, which is based on ITIL.
ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
All users with this permission can control tickets in the ITIL process, e.g. link one or more tickets of type "Incident" to a ticket of type "Problem" or generate a "Problem" from an "Incident".
Without this permission it is only possible to change the ITIL slave of a ticket. If no change of the ITIL value of a ticket should be allowed at all, the action Change ITIL
should not be allowed.
Sets a differentiated access right to an ITIL type, e.g. not every resource member must be able to assign the ITIL type "Change Request" to a ticket. This can be solved as follows: A user with the permission to "Define ITIL Types" sets in the "ITIL Master" menu that "Change Request" is a protected ITIL type, but "Problem" is not protected. As a result, a resource member with the "Apply ITIL to tickets" permission (without the special "Access protected ITIL types" permission) can only link an "Incident" ticket with a "Problem" during ticket editing, for example, but cannot declare a ticket to be a "Change Request".
Groups or users with this permission can change the existing ITIL process types "Incident", "Problem" and "Change Request" as well as define new ITIL process types in the "ITIL Master" and "ITIL Slave" menu.
Note: The menu entries "ITIL Master" and "ITIL Slave" can be renamed in the following dialog: "Options" menu, "Dialog modification" tab, "ITIL" node.
Note: The configuration takes place in the i-net HelpDesk Desktop Application for Supporters.