---
artifact: semantic-blueprint
blueprint_version: "3.0"
license: MIT
system_name: IT Service Desk Starter
tagline: "Stand up a lightweight IT help desk in a day: log tickets, take requests, and answer the same questions once."
description: A simple service desk for a small IT team. Log incidents when something breaks, take service requests from a catalog or by free text, and move each ticket from new to resolved to closed without a heavyweight tool. Turn on a knowledge base so common answers get written once and reused, a request catalog so people ask for the right things, and SLA clocks so nothing sits too long, each when you are ready. Start with just tickets and grow into the rest as your team and your process mature. Built for IT teams that want ticketing and self-service without standing up a full enterprise service-management suite.
system_slug: itsm-starter
domain_modules:
  - itsm-starter
domain_code: ITSM
icon_name: headset
related_modules: [aiops-event-correlation, aiops-predictive-intelligence, apm-portfolio-registry, data-ai-plat-ml, dcim-asset-space, dcim-power-env, dlp-enforcement-runtime, hcm-core-worker, hrsd-employee-portal, iga-access-request, iga-auto-provisioning, iga-entitlement-catalog, itom-infra-mon, itsm-incident-mgmt, itsm-knowledge, itsm-service-request, itsm-sla-mgmt, lcap-visual-composition, remote-access-session, rmm-automation, rmm-monitoring, smp-discovery, uem-compliance-posture, uem-config-apps, uem-device-lifecycle, work-mgmt-task-exec, wsc-channels-conversations]
persona: []
created_at: 2026-06-27
---

# IT Service Desk Starter

## 1. Overview

Single-domain starter kit for a small IT team that wants a lightweight service desk without the full ITSM suite or any asset estate. Embeds lightweight shells of ITSM's own records: incidents and service requests (the required helpdesk core), plus an optional request catalog, knowledge base, and SLA clocks. Problem, change, release, and event handling stay in the full itsm-* modules you turn on when you outgrow the desk; assets are out of scope (IT-OPS-STARTER and HAM). The embedded shells demote to the canonical itsm-* masters when those modules install alongside. The narrow, single-domain complement to IT-OPS-STARTER.

## 2. Entity summary

| Name | data_object | Description |
| --- | --- | --- |
| Incidents | `service_incidents` | Unplanned service interruptions or quality reductions, with severity, priority, category, assignee, and affected components. |
| Knowledge Articles | `knowledge_articles` | Knowledge-base articles backing self-service portals and agent-assist tools, moving through draft, review, published, and retired. |
| Service Catalog Items | `service_catalog_items` | Definitions of what can be requested: the request form, fulfillment workflow, approvals, service level, and charge-back rules. |
| Service Requests | `service_requests` | Planned, catalog-driven requests for access, hardware, software, or information, distinct from reactive incidents. |
| SLAs | `service_slas` | Service-level agreements setting response, resolution, and availability targets by priority, category, or customer tier. |
| Users | `users` | Platform users referenced as assignees, authors, approvers, and creators across records. |

```mermaid
flowchart TD
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef consumer fill:#e8def8,stroke:#7b1fa2,color:#3a155d;
  service_incidents["Incidents"]
  service_requests["Service Requests"]
  service_catalog_items["Service Catalog Items"]
  knowledge_articles["Knowledge Articles"]
  service_slas["SLAs"]
  users["Users"]
  users -->|"authored"| knowledge_articles
  users -->|"approved"| knowledge_articles
  service_catalog_items -->|"spawns"| service_requests
  users -->|"authors"| knowledge_articles
  users -->|"requests"| service_requests
  users -->|"fulfills"| service_requests
  service_requests -->|"routes_to"| service_incidents
  service_requests -->|"triggers"| service_incidents
  service_slas -->|"governs incident"| service_incidents
  service_slas -->|"governs request"| service_requests
  service_incidents -->|"resolved_with"| knowledge_articles
  users -->|"assigned incidents"| service_incidents
  users -->|"reported incidents"| service_incidents
  users -->|"assigned requests"| service_requests
  users -->|"submitted requests"| service_requests
  users -->|"authored articles"| knowledge_articles
  users -->|"owned catalog items"| service_catalog_items
  users -->|"owned SLAs"| service_slas
  class service_incidents embedded_master;
  class service_requests embedded_master;
  class service_catalog_items embedded_master;
  class knowledge_articles embedded_master;
  class service_slas embedded_master;
  class users consumer;
  style service_catalog_items stroke-dasharray:5 5;
  style knowledge_articles stroke-dasharray:5 5;
  style service_slas stroke-dasharray:5 5;
```

## 3. Entities catalog

| # | data_object | canonical code | singular | plural | role | mastered in | mastered label | necessity | personal_content | entity_type | write tier | notes |
| ---: | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
| 1 | `service_incidents` | `service_incidents` | Incident | Incidents | embedded_master | `itsm-incident-mgmt` | Incident Management | required | yes | operational_workflow | `:manage` | - |
| 2 | `knowledge_articles` | `knowledge_articles` | Knowledge Article | Knowledge Articles | embedded_master | `itsm-knowledge` | IT Knowledge Management | optional | - | operational_workflow | `:manage` | - |
| 3 | `service_catalog_items` | `service_catalog_items` | Service Catalog Item | Service Catalog Items | embedded_master | `itsm-service-request` | Service Request Fulfillment | optional | - | catalog | `:admin` | - |
| 4 | `service_requests` | `service_requests` | Service Request | Service Requests | embedded_master | `itsm-service-request` | Service Request Fulfillment | required | - | operational_workflow | `:manage` | - |
| 5 | `service_slas` | `service_slas` | SLA | SLAs | embedded_master | `itsm-sla-mgmt` | SLA and Chargeback Management | optional | - | catalog | `:admin` | - |
| 6 | `users` | `users` | User | Users | consumer | _(platform built-in)_ | _(platform built-in)_ | required | - | operational_record | `:manage` | - |

## 4. Aliases and industry synonyms

_(none: no industry-scoped aliases for this scope)_

## 5. Relationships

### 5.1 Intra-scope edges

| from | verb | to | cardinality | kind | necessity | owner_side | delete_mode | fk_format | notes |
| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
| `service_catalog_items` | spawns | `service_requests` | one_to_many | reference | optional | target | clear | reference | - |
| `service_requests` | routes_to | `service_incidents` | one_to_many | reference | optional | source | clear | reference | - |
| `service_requests` | triggers | `service_incidents` | one_to_many | reference | optional | target | clear | reference | - |
| `service_slas` | governs incident | `service_incidents` | one_to_many | reference | required | source | restrict | reference | - |
| `service_slas` | governs request | `service_requests` | one_to_many | reference | required | source | restrict | reference | - |
| `service_incidents` | resolved_with | `knowledge_articles` | many_to_many | reference | optional | source | clear | reference | - |

### 5.2 Built-in edges (`users` and other platform built-ins)

| from | verb | to | cardinality | necessity | owner_side | delete_mode | fk_format | notes |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| `users` | authored | `knowledge_articles` | one_to_many | optional | source | clear | reference | - |
| `users` | approved | `knowledge_articles` | one_to_many | optional | source | clear | reference | - |
| `users` | authors | `knowledge_articles` | one_to_many | optional | source | clear | reference | - |
| `users` | requests | `service_requests` | one_to_many | required | source | restrict | reference | - |
| `users` | fulfills | `service_requests` | one_to_many | optional | source | clear | reference | - |
| `users` | assigned incidents | `service_incidents` | one_to_many | optional | source | clear | reference | - |
| `users` | reported incidents | `service_incidents` | one_to_many | required | source | restrict | reference | - |
| `users` | assigned requests | `service_requests` | one_to_many | optional | source | clear | reference | - |
| `users` | submitted requests | `service_requests` | one_to_many | required | source | restrict | reference | - |
| `users` | authored articles | `knowledge_articles` | one_to_many | required | source | restrict | reference | - |
| `users` | owned catalog items | `service_catalog_items` | one_to_many | optional | source | clear | reference | - |
| `users` | owned SLAs | `service_slas` | one_to_many | optional | source | clear | reference | - |

### 5.3 Cross-scope edges

#### 5.3a Outbound from this scope's masters and contributors

_Edges this scope drives: the in-scope endpoint has `role` of `master` or `contributor`._

_(none: no outbound cross-scope edges from this scope's masters or contributors)_

#### 5.3b Context edges on embedded shells and consumed entities

_Edges the canonical owner drives, shown for context: the in-scope endpoint has `role` of `embedded_master`, `consumer`, or `derived`._

| from | verb | to | cardinality | necessity | delete_mode | fk_format | notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| `knowledge_articles` | publishes_to | `knowledge_base_articles` | one_to_one | optional | none | n/a | - |
| `service_catalog_items` | exposes | `iga_entitlement_definitions` | one_to_many | optional | none | n/a | - |
| `service_incidents` | triggers | `remediation_plans` | one_to_many | optional | none | n/a | - |
| `application_interfaces` | raises | `service_incidents` | one_to_many | optional | none | n/a | - |
| `configuration_items` | triggers | `service_incidents` | one_to_many | optional | none | n/a | - |
| `service_maps` | refreshes | `service_incidents` | many_to_many | optional | none | n/a | - |
| `ci_baselines` | triggers | `service_incidents` | one_to_many | optional | none | n/a | - |
| `chat_threads` | escalates_to | `service_incidents` | one_to_many | optional | none | n/a | - |
| `control_tests` | escalates_to | `service_incidents` | one_to_many | optional | none | n/a | - |
| `audit_engagements` | triggers | `service_requests` | one_to_many | optional | none | n/a | - |
| `customer_cases` | references | `knowledge_articles` | many_to_many | optional | none | n/a | - |
| `test_defects` | escalates_to | `service_incidents` | one_to_many | optional | none | n/a | - |
| `lcap_apps` | opens | `service_incidents` | many_to_many | optional | none | n/a | - |
| `knowledge_base_articles` | sources | `knowledge_articles` | one_to_many | optional | none | n/a | - |
| `intent_definitions` | informs | `knowledge_articles` | one_to_many | optional | none | n/a | - |
| `dlp_incidents` | informs_security_incident | `service_incidents` | one_to_many | optional | none | n/a | - |
| `employees` | triggers | `service_requests` | one_to_many | optional | none | n/a | - |
| `onboarding_tasks` | emits | `service_requests` | one_to_many | optional | none | n/a | - |
| `onboarding_tasks` | emits | `service_incidents` | one_to_many | optional | none | n/a | - |
| `hr_cases` | references | `knowledge_articles` | many_to_many | optional | none | n/a | - |
| `hr_cases` | spawns | `service_requests` | one_to_many | optional | none | n/a | - |
| `service_problems` | is investigated by | `service_incidents` | one_to_many | optional | none | n/a | - |
| `service_incidents` | references | `configuration_items` | many_to_many | optional | none | n/a | - |
| `service_problems` | documented_in | `knowledge_articles` | one_to_many | optional | none | n/a | - |
| `service_incidents` | correlates_to | `monitoring_alerts` | many_to_many | optional | none | n/a | - |
| `service_incidents` | correlates_to | `error_groups` | many_to_many | optional | none | n/a | - |
| `service_slas` | aligns_with | `service_level_objectives` | many_to_many | optional | none | n/a | - |
| `eam_work_orders` | escalates_to | `service_incidents` | one_to_many | optional | none | n/a | - |
| `clinical_engineering_work_orders` | surfaces_in | `service_requests` | one_to_one | optional | none | n/a | - |
| `device_calibration_records` | schedules_in | `service_requests` | one_to_many | optional | none | n/a | - |
| `work_items` | mirrors_to | `service_requests` | one_to_one | optional | none | n/a | - |
| `work_automations` | propagates_to | `service_requests` | many_to_many | optional | none | n/a | - |
| `event_correlations` | triggers | `service_incidents` | one_to_many | optional | none | n/a | - |
| `root_cause_analyses` | annotates | `service_incidents` | one_to_many | optional | none | n/a | - |
| `incident_predictions` | forecasts | `service_incidents` | one_to_many | optional | none | n/a | - |
| `dc_cabinets` | raises | `service_incidents` | one_to_many | optional | none | n/a | - |
| `dc_power_distribution_units` | raises | `service_incidents` | one_to_many | optional | none | n/a | - |
| `dc_uninterruptible_power_supplies` | raises | `service_incidents` | one_to_many | optional | none | n/a | - |
| `dc_cooling_units` | raises | `service_incidents` | one_to_many | optional | none | n/a | - |
| `endpoint_experience_scores` | triggers | `service_incidents` | one_to_many | optional | none | n/a | - |
| `saas_applications` | raises_incident | `service_incidents` | one_to_many | optional | none | n/a | - |

## 6. Cross-domain context

### 6.1 Master consumers (other modules / domains that embed this scope's masters)

_(none: no other module embeds this scope's masters; the canonical owners do.)_

### 6.2 Outbound handoffs (events this scope publishes)

| source module | target domain | target module | trigger_event | transition | payload | integration | friction | description |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| ITSM-KNOWLEDGE | KMS | _(domain-level)_ | `knowledge_article.published` | _(state_change)_ | `knowledge_articles` | api_call | medium | Published ITSM knowledge articles sync to the broader KMS knowledge base. |
| ITSM-SERVICE-REQUEST | IGA | IGA-ENTITLEMENT-CATALOG | `service_catalog_item.published` | _(state_change)_ | `service_catalog_items` | api_call | medium | New catalog items expose entitlements that IGA wires into access requests. |

### 6.3 Inbound handoffs (events this scope reacts to)

| target module | source domain | source module | trigger_event | transition | payload | integration | friction | description |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| ITSM-INCIDENT-MGMT | ITOM | ITOM-INFRA-MON | `monitoring_event.alert_triggered` | _(signal)_ | `service_incidents` | event_stream | high | Monitoring/alerting events from ITOM auto-create incidents in ITSM when severity and correlation rules match. High friction in practice - alert storms create incident floods, correlation rules drift, and dedupe logic between systems is rarely good enough. The classic 'NOC-floods-the-helpdesk' problem. |
| ITSM-INCIDENT-MGMT | DISCOVERY | _(domain-level)_ | `discovery_scan.failed` | _(state_change)_ | `service_incidents` | api_call | medium | Failed DISCOVERY scans open ITSM tickets for the discovery owner. |
| ITSM-INCIDENT-MGMT | DISCOVERY | _(domain-level)_ | `discovery_source.disconnected` | _(state_change)_ | `service_incidents` | api_call | medium | DISCOVERY source outages auto-ticket ITSM to restore visibility. |
| ITSM-INCIDENT-MGMT | AIOPS | AIOPS-EVENT-CORRELATION | `correlation.identified` | `identified` _(signal)_ | `service_incidents` | event_stream | high | A correlated alert cluster surfaces as ONE incident in ITSM instead of N. The defining noise-reduction promise of AIOps - and the hardest integration to land cleanly, because suppressing the underlying alerts requires bidirectional state with ITOM, and ITSM needs to expose the correlated-events bundle as evidence on the incident. |
| ITSM-INCIDENT-MGMT | AIOPS | AIOPS-PREDICTIVE-INTELLIGENCE | `incident_prediction.high_confidence` | _(signal)_ | `service_incidents` | event_stream | low | Predicted incidents auto-open proactive ITSM tickets ahead of impact. |
| ITSM-INCIDENT-MGMT | AIOPS | AIOPS-PREDICTIVE-INTELLIGENCE | `root_cause_analysis.published` | _(state_change)_ | `service_incidents` | event_stream | low | AIOPS RCA conclusion lands on the linked ITSM incident/problem as resolution context. |
| ITSM-INCIDENT-MGMT | OBS | _(domain-level)_ | `log_entry.error_pattern_matched` | _(signal)_ | `service_incidents` | api_call | medium | Critical log patterns auto-open ITSM tickets for technician triage. |
| ITSM-INCIDENT-MGMT | OBS | _(domain-level)_ | `slo.breached` | `breached` _(state_change)_ | `service_incidents` | event_stream | high | SLO breach (error budget exhausted, burn-rate spike) creates an incident in ITSM. High friction in practice, the routing from an OBS-side SLO-breach event to a correctly assigned ITSM incident is rarely turnkey, especially when the SLO-owning team and the incident-handling team differ. |
| ITSM-INCIDENT-MGMT | TEST-MGMT | _(domain-level)_ | `test_defect.created` | _(lifecycle)_ | `service_incidents` | api_call | medium | Customer-impacting defects in production-pathing tests escalate to ITSM tickets. |
| ITSM-INCIDENT-MGMT | APM | APM-PORTFOLIO-REGISTRY | `application_interface.broken` | `active` → `broken` _(state_change)_ | `service_incidents` | event_stream | high | Integration failure escalates to incident; detection lag; true-positive rate varies. |
| ITSM-INCIDENT-MGMT | GRC | _(domain-level)_ | `control.failed` | `untested` → `fail` _(state_change)_ | `service_incidents` | api_call | high | Failed IT control → ITSM ticket; no feedback when ITSM closes ticket on GRC SLA. |
| ITSM-INCIDENT-MGMT | GRC | _(domain-level)_ | `remediation_plan.created` | _(lifecycle)_ | `service_incidents` | event_stream | medium | Remediation ticket created in ITSM. |
| ITSM-INCIDENT-MGMT | AUDIT | _(domain-level)_ | `audit_engagement.completed` | `in_progress` → `completed` _(lifecycle)_ | `service_incidents` | manual_handoff | high | IT audit outcomes trigger ITSM actions; requires human interpretation of scope/findings. |
| ITSM-SERVICE-REQUEST | HRSD | HRSD-EMPLOYEE-PORTAL | `case.it_assistance_required` | _(state_change)_ | `service_requests` | api_call | medium | HR case that needs IT action (lost laptop replacement, app access for a new role, account lockout) routes a service request into ITSM. Friction sits in the case-to-SR field mapping and status synchronization back to HRSD. |
| ITSM-INCIDENT-MGMT | IGA | IGA-ACCESS-REQUEST | `iga_access_request.approved` | _(state_change)_ | `service_incidents` | api_call | medium | Approved access requests with manual-fulfillment steps route to ITSM. |
| ITSM-INCIDENT-MGMT | IGA | IGA-AUTO-PROVISIONING | `iga_provisioning_event.completed` | _(state_change)_ | `service_incidents` | event_stream | medium | Provisioning event drives ITSM fulfillment-task closure where access tickets exist. |
| ITSM-INCIDENT-MGMT | IGA | IGA-AUTO-PROVISIONING | `iga_provisioning_event.failed` | _(state_change)_ | `service_incidents` | api_call | high | Failed provisioning becomes ITSM incident/request for manual completion. Alert-without-feedback-loop friction shape. |
| ITSM-INCIDENT-MGMT | IPAAS | _(domain-level)_ | `integration_run.failed` | _(lifecycle)_ | `service_incidents` | api_call | high | iPaaS run failures often surface as ITSM tickets - the failed integration usually has business impact (missed orders, stalled provisioning). |
| ITSM-INCIDENT-MGMT | LCAP | LCAP-VISUAL-COMPOSITION | `lcap_app.deployment_failed` | _(signal)_ | `service_incidents` | api_call | medium | Deployment failure opens incident for platform team. |
| ITSM-INCIDENT-MGMT | RPA | _(domain-level)_ | `rpa_bot_credentials.expiring` | _(threshold)_ | `service_incidents` | api_call | medium | Expiring bot credentials open a service request for IT rotation. |
| ITSM-INCIDENT-MGMT | RPA | _(domain-level)_ | `rpa_execution.failed` | _(state_change)_ | `service_incidents` | api_call | high | Bot execution failure opens incident for bot owner; target system change often the root cause. |
| ITSM-INCIDENT-MGMT | TELCO-BSS | _(domain-level)_ | `network_inventory.updated` | _(state_change)_ | `service_incidents` | batch_sync | low | Network inventory updates sync to ITSM CMDB-adjacent inventory. |
| ITSM-INCIDENT-MGMT | TELCO-BSS | _(domain-level)_ | `service_provisioning.failed` | _(state_change)_ | `service_incidents` | event_stream | high | Provisioning failures escalate to ITSM for network/IT diagnosis. |
| ITSM-INCIDENT-MGMT | TELCO-BSS | _(domain-level)_ | `service_trouble_ticket.opened` | _(state_change)_ | `service_incidents` | event_stream | medium | Telco trouble ticket routes to ITSM for network ops resolution. |
| ITSM-INCIDENT-MGMT | HC-PATIENT | _(domain-level)_ | `clinical_order.placed` | _(lifecycle)_ | `service_incidents` | api_call | low | Order routing relies on ITSM-managed integration with lab/imaging systems. |
| ITSM-INCIDENT-MGMT | MFG-OPS | _(domain-level)_ | `shop_floor_case.opened` | _(lifecycle)_ | `service_incidents` | api_call | medium | Shop-floor case with IT/MES root cause is routed to ITSM for incident management. |
| ITSM-INCIDENT-MGMT | UTIL-OPS | _(domain-level)_ | `utility_asset.failed` | _(state_change)_ | `service_incidents` | api_call | medium | Failure of IT-dependent grid/SCADA asset raises an ITSM incident for dependent technology stack. |
| ITSM-INCIDENT-MGMT | CLIN-DEV | _(domain-level)_ | `clinical_engineering_work_order.opened` | _(lifecycle)_ | `service_incidents` | api_call | medium | Clinical engineering work order surfaces in ITSM when shared with IT for connected-device support. |
| ITSM-INCIDENT-MGMT | CLIN-DEV | _(domain-level)_ | `device_calibration.due` | _(threshold)_ | `service_incidents` | batch_sync | low | Calibration scheduling visible to ITSM when biomed device is shared infrastructure. |
| ITSM-SERVICE-REQUEST | SAM | _(domain-level)_ | `license.expiry_warning` | _(threshold)_ | `service_requests` | api_call | low | Upcoming license expiry creates a renewal-action service request in ITSM. Low friction because the trigger is calendar-based and well-defined; routing to the right owner is the only nuance. |
| ITSM-SERVICE-REQUEST | SAM | _(domain-level)_ | `license_audit.required` | _(state_change)_ | `service_requests` | api_call | medium | Vendor-initiated audit or proactive internal review triggers an audit workflow service request. Friction sits in evidence collection across SAM + CLM + S2P data. |
| ITSM-INCIDENT-MGMT | EAM | _(domain-level)_ | `eam_work_order.created` | - | `service_incidents` | event_stream | medium | Critical equipment failures escalated to IT incidents. |
| ITSM-SERVICE-REQUEST | HCM | HCM-CORE-WORKER | `employee.terminated` | `terminated` _(lifecycle)_ | `service_requests` | api_call | medium | Termination in HCM creates a fan-out of offboarding service requests in ITSM: workspace cleanup, mail-forwarding setup, equipment-return tracking, exit-interview scheduling. Failure modes: template tasks for new role types missing; tasks created against wrong assignee groups when org changed shortly before termination. |
| ITSM-INCIDENT-MGMT | BI | _(domain-level)_ | `bi_report.failed` | _(state_change)_ | `service_incidents` | api_call | medium | Scheduled report failure files an ITSM ticket for the BI platform team to investigate. |
| ITSM-INCIDENT-MGMT | WSC | WSC-CHANNELS-CONVERSATIONS | `chat_thread.escalated_to_ticket` | _(state_change)_ | `service_incidents` | api_call | low | WSC IT-support threads are converted into ITSM tickets so the SLA clock starts and the transcript becomes incident context. |
| ITSM-INCIDENT-MGMT | APP-PAAS | _(domain-level)_ | `paas_deployment.failed` | _(state_change)_ | `service_incidents` | api_call | medium | Failed deployments raise incidents in ITSM for triage. |
| ITSM-INCIDENT-MGMT | VSDP | _(domain-level)_ | `software_deployment.failed` | _(state_change)_ | `service_incidents` | api_call | medium | Failed deployments raise incidents for change-management and operations triage. |
| ITSM-INCIDENT-MGMT | KUBE-PLAT | _(domain-level)_ | `container_workload.degraded` | _(state_change)_ | `service_incidents` | api_call | medium | Persistent workload degradation creates ITSM incidents for platform-team triage. |
| _(domain-level)_ | NPMD | _(domain-level)_ | `network_interface.flapping` | _(state_change)_ | `service_incidents` | api_call | medium | A flapping interface opens an ITSM incident for investigation. |
| _(domain-level)_ | NPMD | _(domain-level)_ | `network_path.degraded` | _(state_change)_ | `service_incidents` | api_call | medium | Sustained path degradation opens an ITSM incident for the affected service. |
| ITSM-INCIDENT-MGMT | NPMD | _(domain-level)_ | `network_interface.down` | _(state_change)_ | `service_incidents` | api_call | low | Interface-down events auto-create ITSM tickets for the responsible team. |
| ITSM-INCIDENT-MGMT | NPMD | _(domain-level)_ | `network_performance_alert.raised` | _(lifecycle)_ | `service_incidents` | api_call | medium | NPMD performance alerts auto-open ITSM network tickets. |
| ITSM-INCIDENT-MGMT | DEM | _(domain-level)_ | `endpoint_experience_score.degraded` | _(state_change)_ | `service_incidents` | event_stream | medium | Degraded DEM endpoint experience opens proactive ITSM tickets for the user. |
| ITSM-INCIDENT-MGMT | DCIM | DCIM-ASSET-SPACE | `dc_cabinet.environmental_alert` | _(threshold)_ | `service_incidents` | api_call | medium | DCIM cabinet environmental alerts auto-create facility ITSM tickets. |
| ITSM-INCIDENT-MGMT | DCIM | DCIM-POWER-ENV | `dc_cooling_unit.failure` | _(state_change)_ | `service_incidents` | event_stream | high | DCIM cooling failures trigger emergency ITSM workflow. |
| ITSM-INCIDENT-MGMT | DCIM | DCIM-POWER-ENV | `dc_power_distribution_unit.failure` | _(state_change)_ | `service_incidents` | event_stream | high | DCIM PDU failures trigger ITSM major-incident workflow. |
| ITSM-INCIDENT-MGMT | DCIM | DCIM-POWER-ENV | `dc_uninterruptible_power_supply.failover` | _(state_change)_ | `service_incidents` | event_stream | high | DCIM UPS failovers escalate to ITSM major-incident workflow. |
| ITSM-INCIDENT-MGMT | SMP | SMP-DISCOVERY | `saas_application.deprovisioned` | _(lifecycle)_ | `service_incidents` | event_stream | medium | SaaS app deprovisioning closes related ITSM tickets and access requests. |
| ITSM-INCIDENT-MGMT | UEM | UEM-DEVICE-LIFECYCLE | `enrolled_device.enrolled` | _(state_change)_ | `service_incidents` | event_stream | low | Newly enrolled UEM devices auto-link to onboarding ITSM tickets. |
| ITSM-INCIDENT-MGMT | UEM | UEM-CONFIG-APPS | `device_configuration_profile.drift_detected` | _(state_change)_ | `service_incidents` | api_call | medium | UEM configuration drift opens ITSM remediation tickets. |
| ITSM-INCIDENT-MGMT | UEM | UEM-COMPLIANCE-POSTURE | `device_compliance_result.non_compliant` | _(state_change)_ | `service_incidents` | api_call | medium | Non-compliant UEM devices auto-ticket ITSM for remediation. |
| ITSM-INCIDENT-MGMT | DI | _(domain-level)_ | `pipeline_run.failed` | _(state_change)_ | `service_incidents` | api_call | high | Pipeline failure opens incident for the data-platform on-call. |
| ITSM-INCIDENT-MGMT | DQ | _(domain-level)_ | `dq_scorecard.breached` | `compliant` → `non_compliant` _(threshold)_ | `service_incidents` | api_call | medium | Scorecard SLA breach → ITSM escalation ticket. |
| ITSM-INCIDENT-MGMT | DQ | _(domain-level)_ | `dq_sla_definition.breached` | _(threshold)_ | `service_incidents` | api_call | high | Data SLA breach creates incident for the producing pipeline's owning team. |
| ITSM-INCIDENT-MGMT | DQ | _(domain-level)_ | `quality_rule.breach` | `active` → `breached` _(state_change)_ | `service_incidents` | event_stream | medium | Severity ≥ HIGH or breach > SLA threshold → ITSM incident. Dedup on (asset_id, rule_id). |
| ITSM-INCIDENT-MGMT | DATA-AI-PLAT | DATA-AI-PLAT-ML | `ml_model.drift_detected` | _(signal)_ | `service_incidents` | event_stream | high | Drift detected on production model; ITSM incident created for MLOps team to triage retraining. |
| ITSM-INCIDENT-MGMT | DATA-AI-PLAT | DATA-AI-PLAT-ML | `ml_model.evaluation_failed` | _(state_change)_ | `service_incidents` | api_call | medium | Failed evaluation creates an incident for MLOps; deployment blocked until remediated. |
| ITSM-INCIDENT-MGMT | RMM | RMM-MONITORING | `monitoring_alert.threshold_breached` | _(threshold)_ | `service_incidents` | api_call | high | RMM agent telemetry breaches a monitoring policy threshold and the alert is forwarded to ITSM to auto-create an incident with affected endpoint, telemetry snapshot, and severity. Failure modes: alert-to-ticket bridges across different vendors break on auth/throttling/schema drift; threshold rules drift between systems; duplicate-alert suppression in one tool doesn't propagate to the other; closing the incident rarely closes the originating alert. |
| ITSM-INCIDENT-MGMT | RMM | RMM-AUTOMATION | `automation_script.failed` | _(state_change)_ | `service_incidents` | api_call | low | Failed RMM script executions auto-create ITSM tickets. |
| ITSM-INCIDENT-MGMT | REMOTE-ACCESS | REMOTE-ACCESS-SESSION | `remote_session.ended` | _(state_change)_ | `service_incidents` | event_stream | low | Completed remote sessions append worklog and timer to the linked ITSM ticket. |
| ITSM-INCIDENT-MGMT | REMOTE-ACCESS | REMOTE-ACCESS-SESSION | `support_session.completed` | `completed` _(state_change)_ | `service_incidents` | api_call | medium | Completed remote session writes a session summary (duration, technician, actions taken, recording link) back to the originating ITSM incident as a work-note. Failure modes: ticket-id correlation is brittle when session was launched outside the ticket flow; recording links break when retention policy expires before the ticket closes. |
| ITSM-INCIDENT-MGMT | NCDB | _(domain-level)_ | `nocode_automation.failed` | _(signal)_ | `service_incidents` | api_call | medium | Automation failure that the citizen owner cannot resolve escalates to IT support. |
| ITSM-INCIDENT-MGMT | WORK-MGMT | WORK-MGMT-TASK-EXEC | `work_automation.triggered` | _(signal)_ | `service_incidents` | event_stream | low | Work-item automations linked to IT tickets propagate status changes to ITSM. |
| ITSM-INCIDENT-MGMT | WORK-MGMT | WORK-MGMT-TASK-EXEC | `work_item.status_changed` | `any` → `any` _(lifecycle)_ | `service_incidents` | api_call | high | Cross-functional WORK-MGMT items intersect with IT support requests: a marketing project task ('IT-provision new SaaS') needs to be linked to an ITSM request, with status mirrored both ways. Bidirectional sync is bespoke; off-the-shelf WORK-MGMT-to-ITSM connectors exist but require careful per-team configuration. |
| ITSM-INCIDENT-MGMT | DLP | DLP-ENFORCEMENT-RUNTIME | `dlp_incident.blocked` | `confirmed` → `blocked` _(state_change)_ | `service_incidents` | event_stream | medium | DLP block creates security incident in ITSM. |
| ITSM-INCIDENT-MGMT | FLEET-MAINT | _(domain-level)_ | `maintenance_defect.reported` | - | `service_incidents` | event_stream | medium | In-vehicle IT defects escalated to IT tickets. |

### 6.4 Master providers (modules / domains that own masters this scope embeds)

| data_object | role here | necessity | canonical owner(s) | slice notes |
| --- | --- | --- | --- | --- |
| `knowledge_articles` | embedded_master | optional | ITSM-KNOWLEDGE (ITSM) | - |
| `service_catalog_items` | embedded_master | optional | ITSM-SERVICE-REQUEST (ITSM) | - |
| `service_incidents` | embedded_master | required | ITSM-INCIDENT-MGMT (ITSM) | - |
| `service_requests` | embedded_master | required | ITSM-SERVICE-REQUEST (ITSM) | - |
| `service_slas` | embedded_master | optional | ITSM-SLA-MGMT (ITSM) | - |
| `users` | consumer | required | _(platform built-in)_ | - |

## 7. Lifecycle states

### `knowledge_articles` (Knowledge Article)

_This scope holds `knowledge_articles` as **embedded_master**; the canonical state machine is owned by `ITSM-KNOWLEDGE`._

| order | state_name | initial? | terminal? | requires_permission? | derived gate | description |
| --- | --- | --- | --- | --- | --- | --- |
| 1 | `draft` | ✓ | - | - | - | Author is drafting the article; freely editable. |
| 2 | `in_review` | - | - | - | - | Submitted for editorial/SME review; body locked from free edits. |
| 3 | `published` | - | - | ✓ | `itsm-starter:publish_article` | Article is live and visible to consumers. |
| 4 | `retired` | - | ✓ | - | - | Article withdrawn from circulation; retained for audit. |

### `service_catalog_items` (Service Catalog Item)

_This scope holds `service_catalog_items` as **embedded_master**; the canonical state machine is owned by `ITSM-SERVICE-REQUEST`._

| order | state_name | initial? | terminal? | requires_permission? | derived gate | description |
| --- | --- | --- | --- | --- | --- | --- |
| 1 | `draft` | ✓ | - | - | - | - |
| 2 | `published` | - | - | ✓ | `itsm-starter:publish_catalog_item` | - |
| 3 | `retired` | - | ✓ | ✓ | `itsm-starter:retire_catalog_item` | - |

### `service_incidents` (Incident)

_This scope holds `service_incidents` as **embedded_master**; the canonical state machine is owned by `ITSM-INCIDENT-MGMT`._

| order | state_name | initial? | terminal? | requires_permission? | derived gate | description |
| --- | --- | --- | --- | --- | --- | --- |
| 1 | `new` | ✓ | - | - | - | Incident has been logged; not yet triaged or routed. |
| 2 | `assigned` | - | - | - | - | Triaged and assigned to a support group or agent. |
| 3 | `in_progress` | - | - | - | - | Assignee is actively diagnosing or working the incident. |
| 4 | `resolved` | - | - | ✓ | `itsm-starter:resolved_incident` | Workaround or fix delivered; awaiting reporter confirmation. |
| 5 | `closed` | - | ✓ | ✓ | `itsm-starter:closed_incident` | Resolution confirmed; incident archived and SLA clock stopped. |
| 6 | `canceled` | - | ✓ | - | - | Incident withdrawn (duplicate, invalid, raised in error). |

### `service_requests` (Service Request)

_This scope holds `service_requests` as **embedded_master**; the canonical state machine is owned by `ITSM-SERVICE-REQUEST`._

| order | state_name | initial? | terminal? | requires_permission? | derived gate | description |
| --- | --- | --- | --- | --- | --- | --- |
| 1 | `submitted` | ✓ | - | - | - | Requester has submitted the catalog request. |
| 2 | `approved` | - | - | ✓ | `itsm-starter:approved_service_request` | Approver has authorized fulfillment. |
| 3 | `fulfilling` | - | - | - | - | Fulfillment team is provisioning or executing the request. |
| 4 | `fulfilled` | - | - | - | - | Item or access has been delivered to the requester. |
| 5 | `closed` | - | ✓ | - | - | Request archived after requester confirmation. |
| 6 | `canceled` | - | ✓ | - | - | Request withdrawn or rejected before fulfillment. |

## 8. Permissions and business rules (derived)

### 8.1 Permissions

| permission | tier | description | included in `:admin`? |
| --- | --- | --- | --- |
| `itsm-starter:read` | baseline-read | Read access to every entity in the module | ✓ |
| `itsm-starter:manage` | baseline-manage | Edit operational records | ✓ |
| `itsm-starter:admin` | baseline-admin | Edit reference data and inherit every workflow gate below | - |
| `itsm-starter:resolved_incident` | workflow-gate (lifecycle) | Transition `service_incidents` into state `resolved` | ✓ |
| `itsm-starter:closed_incident` | workflow-gate (lifecycle) | Transition `service_incidents` into state `closed` | ✓ |
| `itsm-starter:approved_service_request` | workflow-gate (lifecycle) | Transition `service_requests` into state `approved` | ✓ |
| `itsm-starter:publish_article` | workflow-gate (lifecycle) | Transition `knowledge_articles` into state `published` | ✓ |
| `itsm-starter:publish_catalog_item` | workflow-gate (lifecycle) | Transition `service_catalog_items` into state `published` | ✓ |
| `itsm-starter:retire_catalog_item` | workflow-gate (lifecycle) | Transition `service_catalog_items` into state `retired` | ✓ |
| `itsm-starter:view_all_incidents` | override (personal_content) | View all `service_incidents` rows beyond row-scope | ✓ |
| `itsm-starter:manage_all_incidents` | override (personal_content) | Manage all `service_incidents` rows beyond row-scope | ✓ |

### 8.2 Business rules

| rule_name | data_object | source flag | intent |
| --- | --- | --- | --- |
| `incident_edit_scope` | `service_incidents` | has_personal_content | Row-scope by default; override via `itsm-starter:view_all_incidents` / `itsm-starter:manage_all_incidents` |

## 9. Roles, RACI, and responsibilities (derived)

_Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope's entity-type write tiers + `process_raci`; none of it is stored in the catalog (the deployer provisions it from this blueprint)._

### 9.1 `ITSM-STARTER`

**Baseline roles:**

| role | baseline grant |
| --- | --- |
| `itsm-starter_viewer` | `itsm-starter:read` |
| `itsm-starter_manager` | `itsm-starter:manage` |

**Permission hierarchy:**

| permission | includes |
| --- | --- |
| `itsm-starter:admin` | `itsm-starter:manage` |
| `itsm-starter:manage` | `itsm-starter:read` |
| `itsm-starter:admin` | `itsm-starter:resolved_incident` |
| `itsm-starter:admin` | `itsm-starter:closed_incident` |
| `itsm-starter:admin` | `itsm-starter:approved_service_request` |
| `itsm-starter:admin` | `itsm-starter:publish_article` |
| `itsm-starter:admin` | `itsm-starter:publish_catalog_item` |
| `itsm-starter:admin` | `itsm-starter:retire_catalog_item` |
| `itsm-starter:admin` | `itsm-starter:view_all_incidents` |
| `itsm-starter:admin` | `itsm-starter:manage_all_incidents` |

**RACI realization:**

_(none: no process_raci assignments wired to this module's gated processes yet)_

### 9.2 Functional ownership and default grants

| responsibility | business function | default role | default tier |
| --- | --- | --- | --- |
| owner | IT Service Desk | `admin` | `:admin` |
| contributor | IT Operations | `manage` | `:manage` |
| contributor | Security | `manage` | `:manage` |
| consumer | Finance | `read` | `:read` |
| consumer | Human Resources | `read` | `:read` |