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ITIL v3 compliance for Mantis

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

TODO: Text abobe shoud be to review because it's should be ITIL v2 (deprecated) {

ITIL is set of best practices (guidelines) for IT Management. It can be devided in 2 main areas:

  • Service Delivery (oriented toward customers)
  1. Service Level Management,
  2. Availability Management,
  3. IT Continuity Management,
  4. Capacity Management,
  5. Security Management and IT Financial Management
  • Service Support
  1. Incident Management
  2. Problem Management
  3. Change Management
  4. Release Management
  5. Configuration Management.

The oportunity is more in Service Support area plus Service Level Management. The different subject to cover are the following:


Minor Update on Mantis

* Adjusting terminology to ITIL

TODO: Share mantis configuration about these update

This part is pure 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

Major Update on Mantis

  • Defining Service Level Agreement (response, resolution times for incidents, service hours, service window, working/non working days, holidays, …)

Alerts on incidents close to resolution time, etc. AND Configurable reporting

  1. a data structure (made of global variable or of a database table) to determine what is a working day (holidays, service window).
  2. a data structure to determine your SLR. Each row of SLR can be seen as a set of 2 whereclauses. 1st for number of issue really treated, 2nd for number of issue to treat.
  3. a data structure to determine your SLA. Each row of SLA can be seen as a periodicity and a whereclause (number of issue to be treated regarding the Agreement)
  • Configuration Management DataBase (CMDB) with Configuration Items (hardware, software (description), documents, specifications, etc.)
  • Defining workflow of the incident (that I would say already exists in Mantis)

TODO: Add other links

Solution for reporting via E-Mail

It's a script for receiving bug reports through a POP3 E-Mail account. It is based on the file bug_report.php and works this time

  • Site: 4286
  • Author: SL-Gundam
  • Last update: 2010-11-25 16:42

Solution for support of Service Level Agreement (SLA)

When an incident is created in the Mantis, depends on the priority the mantis can assign a resolution time automatically.

  • Site: 10211
  • Author: am-gtz
  • Last update: 2010-09-24 01:29
  • TODO: Contact am-gtz for the plugin

See also

Because of Mantis is not very oriented to that topic (in 2010), you should find better ITIL compliant software above

TODO: Add other links towards another open source tool could be a good solution


GLPI, an initialism for Gestionnaire libre de parc informatique (Free Management of Computer Equipment), is a free trouble ticket system software that anyone can use to build up a database with an inventory for computer equipment (computers, software, printers, etc.).

* Site:


This feature was initiated by dsolajic & vboctor (7721).

mantisbt/issue/7721.1291630813.txt.gz · Last modified: 2010/12/06 06:27 (external edit)