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GreenyZA
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itil

Classify and manage ITIL 4 incidents, problems, changes, requests, and events for service operations.

Updated Sep 20, 2026
Search Tags:#devops#incident management#itsm#service desk#problem management#itil#change enablement
One-click install
npx skills add https://github.com/GreenyZA/neo-light --skill itil-greenyza
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: itil
Source: https://github.com/GreenyZA/neo-light/tree/main/.hermes-home/skills/devops/itil
Command: npx skills add https://github.com/GreenyZA/neo-light --skill itil-greenyza

SYSTEM DOCUMENTATION & REQUIREMENTS

💡 This Skill includes references (resource) components.

What problem does it solve? Operations teams need a consistent way to classify incoming demand and track incidents, problems, changes, and requests without inventing ad-hoc processes or skipping the record when a fix was quick. ## Core Features & Use Cases - Demand Classification: Routes every ops signal into incident, problem, change, request, or event using explicit classification rules and a P1-P4 priority matrix. - Full Record Lifecycle: Provides templates and flows for INC, PRB, KE, CHG, and REQ records with response targets, escalation rules, and closure criteria. - Use Case: When a local llama-server endpoint returns connection refused, classify it as an incident, apply the documented workaround, log INC-YYYY-NNN, and open a linked problem if it recurs. ## Quick Start Ask the agent to log this outage as an ITIL incident and classify its priority.

Frequently Asked Questions about itil

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I classify an ITIL incident vs a problem?▼

An incident is an unplanned interruption or quality drop in a service, while a problem is the cause or suspected cause of one or more incidents. If a signal is mixed, treat the break as an incident first, then open a problem for root cause analysis.

How to prioritize ITIL incidents with a P1-P4 matrix?▼

Priority is impact times urgency. High impact plus urgent is P1 major requiring immediate notification and a 30-minute restore aim, while low impact and non-urgent is P4 handled when it fits. Workarounds count as restore.

What is the difference between standard, normal, and emergency changes?▼

Standard changes are pre-authorized, low-risk, and repeatable; normal changes need assessment and authorization before implementation; emergency changes restore a P1 and proceed immediately if the authority is unreachable. All are logged as CHG records with backout plans.

When should a known error be created in problem management?▼

Create a known error (KE-YYYY-NNN) when the root cause of a problem is understood but not yet permanently fixed. It must include a documented workaround, and it lives in the same problems.md row as the linked problem record.

Can informational monitoring events be logged as incidents?▼

No. Informational events like a completed backup are ignored with no record. Only exception events that affect or threaten a service become incidents, and repeating warnings may justify opening a problem.

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