IT Team Manual
ITIL Process Management Guide
Welcome IT Professionals
This comprehensive manual provides detailed guidance for managing ITIL processes within the Aero platform. Designed for our 6-person IT team, it covers role-specific workflows, best practices, and advanced features for Incident, Problem, Change, and Service Request Management.
Key Metrics & Targets
95%
Current SLA Target
2.5h
Average Response Time
~150
Monthly Incidents
6
Team Members
Core ITIL Processes
Team Structure & Roles
L1 Support
First line incident handling and basic requests
Key Responsibilities:
- Initial triage
- Basic troubleshooting
- User communication
- Escalation decisions
L2 Support
Advanced technical analysis and resolution
Key Responsibilities:
- Complex troubleshooting
- Root cause analysis
- Cross-system issues
- Knowledge base updates
L3 Support
Specialized expertise and vendor coordination
Key Responsibilities:
- Expert-level resolution
- Vendor management
- Complex integrations
- Architecture guidance
Developer
Custom applications and integration support
Key Responsibilities:
- Application support
- Code fixes
- Integration issues
- Development requests
Business Analyst
Process optimization and requirements analysis
Key Responsibilities:
- Process improvement
- Requirements gathering
- User training
- Documentation
ERP Trainer
ERP system support and user training
Key Responsibilities:
- ERP troubleshooting
- User training
- Process documentation
- System optimization
Essential IT Functions
CMDB Management
- Configuration item tracking
- Relationship mapping
- Impact analysis
- Asset lifecycle management
Reporting & Analytics
- SLA performance monitoring
- Custom dashboard creation
- Trend analysis
- Executive reporting
Administration
- User access management
- System configuration
- Security policies
- Data management