> ## Documentation Index
> Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt
> Use this file to discover all available pages before exploring further.

# IT Service Management Overview

> Overview of the IT Service Management core in Encore OS — service desk, assets, access, and IT operations.

**Specs:** [specs/it/](https://github.com/Encore-OS/encoreos/tree/development/specs/it)\
**Navigation worksheet:** [specs/it/navigation/NAVIGATION\_WORKSHEET.md](https://github.com/Encore-OS/encoreos/blob/development/specs/it/navigation/NAVIGATION_WORKSHEET.md)

***

## 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.

```mermaid theme={null}
flowchart LR
  Ticket["Service desk<br/>(tickets)"] --> Triage["Triage + assign<br/>(SLA)"]
  Triage --> Resolve["Resolve"]
  Assets["Assets &<br/>licenses"] -.-> Triage
  Security["Security<br/>(patches · vulns ·<br/>incidents)"] -.-> Ticket
  Change["Change requests"] --> CAB["CAB approval"]
  CAB --> Deploy["Deploy"]
  HR["HR joiner /<br/>mover / leaver"] --> JML["JML provisioning"]
```

<Frame caption="The IT service desk — support tickets and incidents tracked by priority, status, and assignee.">
  <img src="https://mintcdn.com/encoreos/9uGfYOeeHogjmoRk/images/it/ticket-list.png?fit=max&auto=format&n=9uGfYOeeHogjmoRk&q=85&s=3eb2e7ad1f316fb704dec2cb9974f7aa" alt="IT service desk ticket queue with priority, status, and assignee" width="1440" height="900" data-path="images/it/ticket-list.png" />
</Frame>

## What IT covers

<Note>
  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).
</Note>

<CardGroup cols={2}>
  <Card title="Service desk" icon="ticket">
    Tickets, assignment, and SLA-driven response and resolution.
  </Card>

  <Card title="Assets & licenses" icon="laptop">
    Hardware and software assets with license compliance.
  </Card>

  <Card title="Change management" icon="code-branch">
    Change requests, templates, CAB approval, and blackouts.
  </Card>

  <Card title="Security" icon="shield-halved">
    Patches, vulnerabilities, and security incidents.
  </Card>

  <Card title="JML provisioning" icon="user-gear">
    Onboarding/offboarding tasks tied to HR.
  </Card>

  <Card title="Vendors & procurement" icon="handshake">
    Vendor contracts and purchase requests.
  </Card>
</CardGroup>

***

## Permission keys

IT uses PF-30 permission keys in the form `it.{entity}.{action}`. Typical keys:

| Key                      | Description                                       |
| ------------------------ | ------------------------------------------------- |
| `it.assets.view`         | View assets list and detail                       |
| `it.assets.create`       | Create assets                                     |
| `it.assets.edit`         | Edit assets                                       |
| `it.assets.delete`       | Delete/retire assets                              |
| `it.tickets.view`        | View tickets list and detail                      |
| `it.tickets.create`      | Create tickets                                    |
| `it.tickets.edit`        | Edit and assign tickets                           |
| `it.tickets.delete`      | Delete/cancel tickets                             |
| `it.licenses.view`       | View licenses and compliance                      |
| `it.licenses.create`     | Create licenses                                   |
| `it.licenses.edit`       | Edit licenses                                     |
| `it.vendors.view`        | View vendors and contracts                        |
| `it.vendors.create`      | Create vendors                                    |
| `it.vendors.edit`        | Edit vendors                                      |
| `it.procurement.view`    | View purchase requests                            |
| `it.procurement.create`  | Create purchase requests                          |
| `it.procurement.approve` | Approve purchase requests                         |
| `it.security.view`       | View security patches, vulnerabilities, incidents |
| `it.security.edit`       | Manage security items                             |
| `it.changes.view`        | View change requests                              |
| `it.changes.create`      | Create change requests                            |
| `it.changes.approve`     | Approve/CAB change requests                       |
| `it.onboarding.view`     | View onboarding/offboarding                       |
| `it.onboarding.manage`   | Manage provisioning templates and tasks           |
| `it.reports.view`        | View reports                                      |
| `it.reports.create`      | Create report definitions                         |
| `it.settings.manage`     | Manage IT module settings                         |

Full list and nav mapping: [NAVIGATION\_WORKSHEET.md](https://github.com/Encore-OS/encoreos/blob/development/specs/it/navigation/NAVIGATION_WORKSHEET.md).

***

## 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).

***

## References

* [IT Implementation Log](https://github.com/Encore-OS/encoreos/blob/development/specs/it/IMPLEMENTATION_LOG.md)
* [IT Integration Contracts](/architecture/integrations/IT_INTEGRATION_CONTRACTS)
* [IT Module Recommendations](https://github.com/Encore-OS/encoreos/blob/development/specs/it/IT_MODULE_RECOMMENDATIONS.md)