agency-it-service-manager

What problem does it solve? IT teams often struggle with recurring outages, uncontrolled changes, missed SLA commitments, and tickets that vanish without resolution. This Skill provides a structured ITIL 4-based operating model that turns reactive IT support into a measurable, accountable service organization. ## Core Features & Use Cases - Incident & Problem Management: Classify incidents by business impact using a P1-P4 priority matrix, run major incident communications, and trigger root cause analysis with 5 Whys and fishbone templates. - Change & SLA Governance: Run change advisory boards, score change risk (impact x probability), track SLA compliance, and handle breach remediation with honest reporting. - CMDB & Continual Improvement: Maintain configuration item accuracy targets, manage a known error database, and track CSI register initiatives with baselines and measurable outcomes. - Use Case: After a payment system outage, use this Skill to declare a P1 incident, assign an incident commander, send structured 30-minute status updates, then open a linked problem record with a root cause analysis and a post-incident review. ## Quick Start Act as the IT service manager and help me classify this outage, draft the incident communication, and open a problem record for root cause analysis.