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+description: General IT engineering covering ITIL framework, service management, change management, asset management, incident/problem management, business continuity, IT governance, help desk operations, enterprise monitoring, and automation orchestration. Use when managing IT services, implementing ITSM processes, or establishing IT governance. (project)
+---
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+🎯 SKILL ACTIVATED: general-it-engineering
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+
+
+# General IT Engineering
+
+Comprehensive guide for general IT engineering covering IT service management (ITSM), ITIL frameworks, change management, asset lifecycle, incident management, business continuity, IT governance, and enterprise IT operations.
+
+## When to Use This Skill
+
+Automatically activates when working on:
+- ITIL framework implementation and service management
+- Incident and problem management processes
+- Change management and CAB procedures
+- IT asset lifecycle management
+- Service catalog and service desk operations
+- Business continuity and disaster recovery planning
+- IT governance and compliance frameworks
+- Help desk operations and ticketing systems
+- Enterprise monitoring and automation orchestration
+
+## Overview
+
+**Purpose:** Enable teams to establish, manage, and optimize IT services and operations using industry-standard frameworks and best practices for delivering reliable, efficient, and secure IT services.
+
+**Scope:**
+- ITIL 4 framework and service value system
+- Service management and service catalog
+- Change management and CAB processes
+- IT asset management and CMDB
+- Incident and problem management
+- Business continuity and disaster recovery
+- IT governance (COBIT, policies, compliance)
+- Help desk and service desk operations
+- Enterprise monitoring and capacity management
+- Workflow automation and orchestration
+
+**This skill is for:**
+- IT managers implementing ITSM processes
+- Service desk teams managing incidents
+- IT operations managing infrastructure
+- IT governance establishing policies
+- Business continuity planners
+- Enterprise architects
+
+## Quick Start Checklist
+
+When starting an IT engineering task:
+
+- [ ] Identify service management framework (ITIL, COBIT)
+- [ ] Define service catalog and SLAs
+- [ ] Establish change management process
+- [ ] Implement asset tracking (CMDB)
+- [ ] Set up incident management workflow
+- [ ] Define escalation procedures
+- [ ] Create knowledge base articles
+- [ ] Implement monitoring and alerting
+- [ ] Document IT policies and procedures
+- [ ] Plan business continuity and DR
+
+## Core Concepts
+
+### 1. ITIL 4 Service Value System
+
+```
+┌────────────────────────────────────────────┐
+│           Guiding Principles               │
+├────────────────────────────────────────────┤
+│                                             │
+│  Governance ─────────────────► Value       │
+│       │                            ▲       │
+│       │        Service             │       │
+│       │         Value              │       │
+│       ▼         Chain              │       │
+│                                     │       │
+│  Practices ──────────────────────────      │
+│       │                                     │
+│       ▼                                     │
+│  Continual Improvement ───────────────     │
+│                                             │
+└────────────────────────────────────────────┘
+```
+
+### 2. Service Management Practices
+
+**General Management:**
+- Strategy management
+- Portfolio management
+- Architecture management
+- Relationship management
+- Supplier management
+- Workforce management
+- Measurement and reporting
+
+**Service Management:**
+- Service desk
+- Incident management
+- Problem management
+- Change enablement
+- Service catalog
+- SLA management
+- Availability management
+- Capacity management
+
+**Technical Management:**
+- Deployment management
+- Infrastructure management
+- Software development
+- Platform management
+
+### 3. Change Management Process
+
+```
+Request → Assessment → Approval → Implementation → Review
+   │           │            │             │            │
+   ▼           ▼            ▼             ▼            ▼
+ RFC       Impact       CAB          Scheduled    Post-Impl
+Created   Analysis    Meeting        Change      Review
+```
+
+### 4. Incident Management Lifecycle
+
+```
+Detection → Logging → Categorization → Prioritization
+     │          │            │                │
+     ▼          ▼            ▼                ▼
+Investigation → Diagnosis → Resolution → Closure
+```
+
+### 5. Service Levels
+
+**SLA Tiers:**
+```
+Priority 1 (Critical):  Response: 15min, Resolution: 4hr
+Priority 2 (High):      Response: 1hr,   Resolution: 8hr
+Priority 3 (Medium):    Response: 4hr,   Resolution: 24hr
+Priority 4 (Low):       Response: 8hr,   Resolution: 48hr
+```
+
+## Common Patterns
+
+### Pattern 1: Service Catalog Structure
+
+```yaml
+Service Catalog:
+  Business Services:
+    - Email Service
+      - SLA: 99.9% uptime
+      - Support: 24/7
+      - Cost: $10/user/month
+
+    - File Storage
+      - SLA: 99.95% uptime
+      - Capacity: 1TB/user
+      - Backup: Daily
+
+  Technical Services:
+    - Virtual Machines
+    - Database Hosting
+    - Load Balancers
+```
+
+### Pattern 2: Change Management Workflow
+
+```
+Standard Change:     Pre-approved, low risk
+Normal Change:       Requires CAB approval
+Emergency Change:    Expedited approval process
+
+Example Standard Change:
+- Password reset
+- User account creation
+- Software installation (approved list)
+
+Example Normal Change:
+- Server upgrades
+- Network changes
+- Application deployment
+
+Example Emergency Change:
+- Security patch (critical)
+- Service restoration
+- Production hotfix
+```
+
+### Pattern 3: CMDB Structure
+
+```
+Configuration Items (CIs):
+├── Hardware
+│   ├── Servers
+│   ├── Network Devices
+│   └── End-User Devices
+├── Software
+│   ├── Applications
+│   ├── Databases
+│   └── Licenses
+└── Services
+    ├── Business Services
+    └── Technical Services
+
+Relationships:
+- Server → Hosts → Application
+- Application → Depends on → Database
+- Business Service → Uses → Technical Service
+```
+
+## Resource Files
+
+For detailed guidance on specific topics, see:
+
+### ITSM Framework
+- **[itil-framework.md](resources/itil-framework.md)** - ITIL 4 practices, service value system, guiding principles
+- **[service-management.md](resources/service-management.md)** - Service catalog, SLA management, service desk operations
+
+### Change and Release
+- **[change-management.md](resources/change-management.md)** - CAB processes, approval workflows, change types, rollback procedures
+- **[asset-management.md](resources/asset-management.md)** - IT asset tracking, licensing, hardware lifecycle, CMDB
+
+### Incident and Problem
+- **[incident-service-management.md](resources/incident-service-management.md)** - Incident classification, escalation, problem management, root cause analysis
+
+### Resilience
+- **[business-continuity.md](resources/business-continuity.md)** - BCP/DR planning, RTO/RPO, disaster recovery testing, failover procedures
+
+### Governance
+- **[it-governance.md](resources/it-governance.md)** - COBIT framework, IT policies, compliance, risk management
+
+### Operations
+- **[help-desk-operations.md](resources/help-desk-operations.md)** - Ticketing systems, knowledge base, SLA tracking, customer service
+- **[enterprise-monitoring.md](resources/enterprise-monitoring.md)** - Monitoring tools, dashboards, capacity management, performance
+
+### Automation
+- **[automation-orchestration.md](resources/automation-orchestration.md)** - Workflow automation, ServiceNow, self-service portals, ITSM automation
+
+## Best Practices
+
+### Service Management
+
+1. **Define clear SLAs:**
+   - Measurable metrics
+   - Realistic targets
+   - Regular reviews
+   - Customer agreement
+
+2. **Maintain service catalog:**
+   - Up-to-date offerings
+   - Clear descriptions
+   - Pricing information
+   - Request procedures
+
+3. **Knowledge management:**
+   - Searchable knowledge base
+   - Regular updates
+   - Version control
+   - User feedback
+
+### Change Management
+
+1. **Structured process:**
+   - RFC submission
+   - Impact assessment
+   - CAB review
+   - Scheduled implementation
+   - Post-implementation review
+
+2. **Change categories:**
+   - Standard (pre-approved)
+   - Normal (requires approval)
+   - Emergency (expedited)
+
+3. **Risk assessment:**
+   - Technical impact
+   - Business impact
+   - Rollback plan
+   - Testing requirements
+
+### Incident Management
+
+1. **Rapid response:**
+   - Clear escalation paths
+   - Priority-based SLAs
+   - Communication templates
+   - Status updates
+
+2. **Root cause analysis:**
+   - Problem investigation
+   - Permanent fixes
+   - Documentation
+   - Prevention measures
+
+3. **Continuous improvement:**
+   - Incident trends
+   - Process optimization
+   - Training needs
+   - Tool enhancements
+
+## Anti-Patterns to Avoid
+
+❌ **No change management** - Changes without approval/tracking
+❌ **Unclear SLAs** - Unmeasurable or unrealistic targets
+❌ **Outdated CMDB** - Inaccurate asset information
+❌ **Manual processes** - Not leveraging automation
+❌ **No knowledge base** - Repeated resolution of same issues
+❌ **Siloed teams** - Lack of communication and collaboration
+❌ **Reactive only** - No proactive problem management
+❌ **No metrics** - Can't measure service quality
+❌ **Insufficient documentation** - Poor knowledge transfer
+❌ **No business continuity plan** - Unprepared for disasters
+
+## Common Tasks
+
+### Task: Implement Change Management
+
+1. Define change types (standard, normal, emergency)
+2. Create RFC template
+3. Establish CAB (Change Advisory Board)
+4. Define approval workflows
+5. Schedule change windows
+6. Create rollback procedures
+7. Implement change tracking system
+8. Define metrics and reporting
+9. Train stakeholders
+10. Review and optimize process
+
+### Task: Set Up Service Desk
+
+1. Choose ticketing system
+2. Define service catalog
+3. Create SLA targets
+4. Establish support tiers (L1, L2, L3)
+5. Define escalation procedures
+6. Create knowledge base
+7. Implement self-service portal
+8. Set up monitoring dashboards
+9. Train support staff
+10. Measure and improve
+
+### Task: Build CMDB
+
+1. Define CI types and attributes
+2. Choose CMDB tool
+3. Import existing assets
+4. Define relationships
+5. Establish update procedures
+6. Integrate with discovery tools
+7. Implement validation rules
+8. Create reports and dashboards
+9. Train administrators
+10. Regular audits
+
+## Integration Points
+
+This skill integrates with:
+- **sre**: Incident response, on-call, postmortems
+- **devsecops**: Compliance, security policies, vulnerability management
+- **platform-engineering**: Infrastructure management, service deployment
+- **cloud-engineering**: Cloud asset management, cloud governance
+- **systems-engineering**: System administration, infrastructure operations
+
+## Triggers and Activation
+
+This skill activates when you:
+- Implement ITSM processes
+- Manage IT services and operations
+- Handle incidents and changes
+- Track IT assets and configuration
+- Establish IT governance
+- Implement help desk operations
+- Plan business continuity
+- Automate IT workflows
+- Manage service levels and SLAs
+
+## Next Steps
+
+For your specific IT engineering task:
+1. Identify which ITSM process you're implementing
+2. Review relevant ITIL practices and patterns
+3. Select appropriate tools and technologies
+4. Define processes and workflows
+5. Train stakeholders
+6. Implement with pilot
+7. Measure and optimize
+
+---
+
+**Total Resources:** 10 detailed guides covering all aspects of general IT engineering
+**Framework Coverage:** ITIL 4, COBIT, ISO 20000, best practices from enterprise IT
+**Maintained by:** IT Service Management team based on real-world production experience