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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