Incident management
Restore normal service ASAP. Priority matrix, on-call routing, runbook attachment, blameless post-incident review. Major-incident process with comms templates.
Pillar · Service
ITIL 4, the practices that matter.
ITIL 4 has 34 management practices. Most teams use eight of them every day. Argitron ships those eight as first-class workflows — wired into the same data model as your ISMS controls and project portfolio.
ITIL 4 — 34 management practices Service Value System 4 dimensions Continual improvement
The eight practices a CIO buys ITSM for
Problem management
Root-cause analysis, known-error register, workaround library. Problems link to incidents, problems link to permanent fixes (which become changes).
Change enablement
Standard / normal / emergency change classes. Risk-class routing. CAB workflow. Change calendar with conflict detection. Rollback plans mandatory by class. ITIL 4 renamed change management to change enablement on purpose — the goal is to enable, not gate.
Service request management
Pre-approved request catalogue. Self-service portal. Auto-fulfilment via workflows where possible. Approvals only where they're required.
Service configuration management (CMDB)
CIs and relationships. Application-service-host topology. CIs link to controls (so you know what scope an Annex A.8.32 change touches) and to projects (so you know what's launching what).
Service level management
SLAs, OLAs, UCs. Time-to-respond, time-to-resolve, availability targets. SLA breaches feed continual improvement and management review.
IT asset management
Hardware, software, licence, contract lifecycle. Asset records double as the ISO 27001 information asset inventory. Decommission produces evidence for A.7.14.
Knowledge management
KB articles, runbooks, known-error articles, procedural documents. Versioned. Linked to services, controls, incidents. Searchable from inside any record.
Typical SLA matrix
Industry-baseline targets, fully configurable per service contract.
| Priority | Definition | Response | Resolution | Coverage |
|---|---|---|---|---|
| P1 — Critical | Production down, no workaround | 15 minutes | 1–4 hours, continuous | 24×7 |
| P2 — High | Major function impaired | 1 hour | 4–8 hours / next business day | 24×7 |
| P3 — Medium | Workaround available | 4 business hours | 3 business days | 8×5 |
| P4 — Low | Minor issue, request, question | 1 business day | 5 business days | 8×5 |
The integration that makes ITSM less painful
Change → ISMS evidence
A normal change closes with a configuration snapshot, approval record, test evidence, and rollback verification — exactly what ISO 27001 A.8.32 (change management) and ISO 42001 A.6 (AI lifecycle) need.
Incident → problem → change
Recurring incidents auto-suggest a problem record. Problem RCA produces a permanent fix that flows through change enablement. The audit trail is one chain, not three tabs.
Project → change calendar
A project stage gate that ships to production produces change requests on the change calendar — with the project's risk register and test evidence pre-attached.
ITIL 4 without the implementation cost.
No 18-month ServiceNow project. No per-agent pricing. Self-hosted, modern, opinionated.