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Specs: specs/it/
Navigation worksheet: specs/it/navigation/NAVIGATION_WORKSHEET.md

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How IT operations flow

The service desk routes incoming tickets to SLA-driven resolution against asset, license, and security records. Risky changes go through CAB approval, and HR joiner-mover-leaver events drive provisioning and deprovisioning.
IT service desk ticket queue with priority, status, and assignee

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What IT covers

IT Service Management runs the service desk and IT operations for Encore OS — tickets, assets, licenses, change management, security, vendor/procurement, and joiner-mover-leaver (JML) provisioning. Permissions use PF-30 keys in the form it.{entity}.{action} (see below).

Service desk

Tickets, assignment, and SLA-driven response and resolution.

Assets & licenses

Hardware and software assets with license compliance.

Change management

Change requests, templates, CAB approval, and blackouts.

Security

Patches, vulnerabilities, and security incidents.

JML provisioning

Onboarding/offboarding tasks tied to HR.

Vendors & procurement

Vendor contracts and purchase requests.

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Permission keys

IT uses PF-30 permission keys in the form it.{entity}.{action}. Typical keys: Full list and nav mapping: NAVIGATION_WORKSHEET.md.

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Admin setup

  • Module settings: Configure via IT → Settings (or org-level module settings). Includes SLA defaults, ticket numbering, and optional integrations.
  • SLA policies: Define response and resolution targets by priority/category in IT → Settings or via it_sla_policies (IT-02).
  • Provisioning templates: Define onboarding/offboarding task templates under IT → JML → Templates (IT-08).
  • Change templates and blackouts: Configure change types and blackout periods under IT → Changes → Templates and Blackouts (IT-09).

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References