This is an old revision of the document!
nit : this is a second structure for this topic. Feel free to enrich & modify the following approach
The Information Technology Infrastructure Library (ITIL) is a set of concepts and best practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.
ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.
ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL framework
ITIL v3 is set of best practices (guidelines) for IT Management. It can be devided in 2 main areas:
The oportunity is more in Service Support area plus Service Level Management. The different subject to cover are the following :
This part is pure mantis configuration. Maybe sharing configuration is enough ?
For dsolajic : bug → incident, severity → impact, urgency → priority (actualy urgency and impact give priority through Eisenhower matrix)) Priorities are usualy fixed on low, medium and high.
For nit : reproducibility → Nature (incident, service request, request for change), severity→impact (low, high), priority→urgency (urgent, not urgent), priority = low, medium and high quite the same in fact
Alerts on incidents close to resolution time, etc. AND Configurable reporting
Solution for reporting via E-Mail Using mail Parser provided here ? http://www.mantisbt.org/bugs/view.php?id=4286 ?
Mantis is not very oriented to that topic. Maybe a link towards another open source tool could be a good solution. (example : http://glpi-project.org/ )
This feature was initiated by dsolajic & vboctor (7721).