Getting Started

ITSMote is a practical ITSM handbook designed for small teams and startups.
It focuses on a minimal set of practices that improve reliability and predictability.
It can be mapped to ITIL later, but it does not start as an audit program.

Who is this for?

This handbook is for:

• Startup founders who need to establish IT support processes
• Small IT teams looking for lightweight, practical frameworks
• Technical leads who want to understand ITSM without the enterprise overhead

How to use this handbook

Each section covers a key ITSM process:

1. Service Request Management — Handling routine user requests efficiently
2. Incident Management — Responding to unplanned outages and disruptions
3. Problem Management — Finding and fixing root causes to prevent incidents
4. Change Management — Implementing changes safely and with minimal risk

Quick triage (which process is this?)

• Something is broken now (impact or credible risk of impact) → Incident
• It repeats / systemic weakness / credible future risk → Problem
• You plan to change production and it can break → Change
• Predefined low-risk repeatable ask from a catalog → Service Request
• Not sure → Triage first, then classify

Linking rules (minimal glue)

• Emergency Changes must link to an Incident.
• SEV1 incidents must result in a Problem ticket, or an explicit “No problem” decision with a reason.
• Problem fixes that touch production should be executed as Changes.

Getting started

We recommend starting with:

1. Read What is ITSMote to understand the philosophy
2. Set up basic Incident Management first — it's the most critical process
3. Add Service Requests to separate routine requests from incidents
4. Implement Problem Management as you accumulate incident data
5. Introduce Change Management when your team grows

Keep it simple

Remember: start small, iterate often. You don't need to implement everything at once. Pick what solves your immediate pain points and expand from there.