Tenvara for IT teams
Tenvara and ITIL 4: practice by practice.
If your service desk follows ITIL 4, here is where each practice lives in Tenvara, and the guide that shows exactly how it works. Only what the product really does, nothing stretched to fill a box.
Practices, not paperwork
ITIL 4 describes practices, not screens. Tenvara gives each practice a real home your team uses every day, rather than a form nobody fills in.
Joined up by design
Incidents link to problems, problems to known errors, changes to the calendar and the status page, and all of it to the same devices and employees.
Shaped for your organisation
Departments, managers, cost centres and VIPs drive approvals, service levels and spend, the way an internal IT team actually works.
The map
Each ITIL 4 practice, and where it lives.
Grouped as ITIL 4 groups them. Every row links to the guide, so you can check the detail for yourself.
Service management practices
Service desk
How it worksOne service desk for email, the employee portal, chat from the portal and tray, and tickets raised by monitoring. Queues with their own status rules, three-level categories, on-hold reasons that pause the SLA, assignment, collision warnings and a satisfaction rating on resolved tickets.
Incident management
How it worksTickets with priorities, SLA clocks, the employee's department and devices attached, parent and child tickets for the same fault reported many times, templates and checklists.
Major incidents
How it worksDeclare a major incident, post updates to everyone affected, show a banner in the employee portal and on the status page, and write a post-incident review from the timeline.
Service request management
How it worksThe service catalogue in the employee portal, with forms, manager approvals, ticket templates and automations, and the progress of each request for the employee.
Service catalogue management
How it worksCatalogue items with categories, kinds, forms from the forms library, who sees each item, approvers and what happens next. Starter items for laptops, equipment, software and access.
Problem management
How it worksProblems with an owner, the tickets they explain, root cause and workaround, known errors and a known error article drafted for the knowledge base.
Change enablement
How it worksStandard, normal and emergency changes with risk and impact, implementation, rollback and test plans, staff approvers, templates, a change calendar with clash warnings and a post-implementation review.
Service level management
How it worksSLA policies with first response, next update and resolution targets per priority, chosen by conditions, department or VIP, in business hours or around the clock, with escalations, OLAs per queue and SLA reports by policy.
Knowledge management
How it worksKnowledge base articles in folders, from templates, with approval before they go live, version history and reviews, published to the employee portal's Help centre or a public help centre.
IT asset management
How it worksEvery device with its inventory, purchase and warranty details, refresh verdicts, cost and book value by cost centre, plus stock with serial numbers and subscriptions with seats and renewal dates.
Service configuration management
How it worksThe agent keeps each device's hardware and software current, kit without an agent sits in the same list, documentation records link to devices and to each other on a relationship map, and network discovery draws each site's topology.
Monitoring and event management
Checks, thresholds and policies for every device, alerts with what raised them and the fix, alert rules that raise tickets, maintenance windows, dependencies and flapping.
Availability management
How it worksStatus page components driven by monitoring with 90 days of uptime, server sets that keep pairs and clusters from going down together, and line outages measured against your supplier's SLA.
Service continuity management
Backup for devices, servers and Microsoft 365, immutable copies, test restores and boot checks, bare metal recovery and instant recovery.
Release management
Software development projects ship versions with release notes for the employee portal or a status page, and tell linked tickets when their fix ships.
Relationship management
How it worksThe quarterly IT leadership update for your management, satisfaction ratings from employees, and announcements from IT in the employee portal.
Supplier management
How it worksSupplier records, supplier contracts with notice deadlines, renewals and a renewals calendar, and purchase orders and supplier invoices.
Technical management practices
Deployment management
Patch policies and maintenance windows with scripts before and after, software deployment singly or in bundles, and hardening enforced in rings with one-click rollback.
Infrastructure and platform management
Proxmox and Hyper-V hosts and their virtual machines, Docker hosts and their containers, virtual desktops on Remote Desktop Services, the network with SNMP, domains and every certificate in one list, and your Microsoft 365 tenant with baselines and drift.
General management practices
Information security management
Detections from devices and Microsoft 365, vulnerabilities grouped by the update that fixes them, identity checks before a password or MFA reset, device hardening, the remote access tool finder, an audited credentials vault and your own information security management system.
Risk management
A risk register and Statement of Applicability in your governance programme, and sign-offs that record a director accepting a risk.
Measurement and reporting
How it worksService desk, SLA, OLA and service request reports, a report builder with saved and scheduled reports, and dashboards with KPIs and targets.
Continual improvement
Problems and known errors, post-incident and post-implementation reviews, reasons recorded for missed SLA targets, and decisions agreed in the IT leadership update turned into projects.
Project management
Internal projects with phases, tasks, dependencies and templates, a board and a timeline, and time logged as effort.
A note on what this page is, and is not.
ITIL is a framework of good practice, and this page shows how Tenvara supports the practices above. Tenvara is not an ITIL certification and does not claim any accreditation. Using it does not make your team or your organisation ITIL certified: that comes from training and assessment, not software. What Tenvara does is give each practice a proper place to happen, with the records to show it did.
Service management in detail
Incidents, requests, problems, changes, SLAs, knowledge, assets, purchasing and reporting, with screenshots.
Tenvara for IT teams
ITSM for in-house IT teams
Who it is for, the employee portal, hosting and security, and the questions IT leaders ask.
See your practices in Tenvara.
Tenvara for IT teams is in early access. Apply and tell us how your service desk runs today, or get launch updates by email and hear first when pricing for IT teams is announced.