ITIL 4 is the globally recognised framework for IT service management. UNUS London's automation-first infrastructure operationalises ITIL 4 practices — transforming Service Desk, Change Enablement, and Continual Improvement from documented intent into database-evidenced execution.
The Guiding Principles are universal recommendations that guide organisations in all circumstances. They inform decisions and actions regardless of changes in goals, strategies, or type of work. UNUS London's architecture is designed around these principles — not despite them.
The Service Value System describes how all components and activities of an organisation work together to facilitate value creation. UNUS London maps its systems directly to each SVS component, turning the framework from a reference model into a functioning operational infrastructure.
ITIL 4 organises its 34 practices into three groups. Practices marked CORE are directly implemented by UNUS London systems. Practices marked RELATED are supported through database integration.
The following six practices are fully implemented as production systems within the UNUS London compliance platform. Each card details the exact system components, database structures, and n8n workflows that operationalise the ITIL 4 practice.
The UNUS London Service Desk module provides a fully ITIL 4-aligned ticketing system. Every request and incident is logged with a unique ticket reference, categorised by type (incident, service request, change request), and routed through structured n8n approval workflows with immutable status logs.
ticket_id, type_enum, priority, status, created_by, assigned_to, sla_target, resolved_at
The Change Enablement system enforces ITIL 4's three change types — standard, normal, and emergency — through database-enforced approval gates. Standard changes bypass the CAB. Normal changes require CAB review before authorisation. Emergency changes are logged post-implementation with retrospective review records.
standard | normal | emergency with distinct workflow paths
per typecab_approved = TRUEIncidents are classified by severity (P1–P4), automatically assigned to the relevant resolver group, and tracked through to resolution with complete audit trail. Major incident reviews are automatically triggered for P1/P2 incidents, producing documented post-incident reports stored against the incident record.
vw_incident_trends — recurring issues surfaced
for problem managementThe measurement system implements ITIL 4's four-layer metric hierarchy: cascade of strategic goals to KPIs to metrics to measurements. Automated weekly reports are generated by n8n, aggregating data from all connected compliance systems into a structured governance pack delivered to senior stakeholders.
kpi_history table — trend analysis available across
any periodvw_governance_kpi_dashboard — real-time aggregation across all
mini solutionsThe UNUS London CMDB implements ITIL 4's Configuration Item (CI) model in PostgreSQL. CIs are categorised by type (service, hardware, software, documentation), linked through relationship records, and governed by change records that must reference the CI before a change can be authorised.
ci_id, ci_type, name, version, status, owner, environment, parent_service_id
depends_on | hosted_on | part_of | connects_to
relationship typesdesign | build | test | live | retired — transitions
logged with approvervw_ci_impact_chain — upstream/downstream dependency
mapping for incident triageThe Information Security Management practice is implemented through the ISO/IEC 27001 control set (Annex A) mapped to database enforcement mechanisms. Access controls, audit logging, data classification, and incident response are all database-first — not dependent on application-layer configurations that can be bypassed.
security_event_log table with
session metadataITIL 4 requires every service to be considered through four dimensions. Ignoring any one dimension creates an incomplete service. UNUS London's architecture is designed to address all four dimensions simultaneously — ensuring systems function as complete, auditable services, not isolated technical components.
ITIL 4 requires each practice to have defined inputs, outputs, and a clear Definition of Done — the criteria that must be satisfied for work to be considered complete. The table below documents these for UNUS London's core implemented practices.
| Practice | Defined Input | Defined Output | Definition of Done | UNUS Status |
|---|---|---|---|---|
| Service Desk | User-submitted request or incident report | Resolved ticket with audit trail | Ticket marked resolved, resolution notes recorded, user notified, SLA outcome logged | Implemented |
| Change Enablement | Request for Change (RFC) with affected CI reference | Authorised change record + PIR | Change implemented, PIR completed, CI record updated, change closed with outcome logged | Implemented |
| Incident Management | Detected service disruption or degradation | Resolved incident with root cause noted | Service restored, workaround or fix documented, priority determined, related problem raised if P1/P2 | Implemented |
| Continual Improvement | Metric data, audit findings, stakeholder feedback | Improvement initiative records with measurable outcomes | Initiative logged in improvement register, owner assigned, target metric defined, progress tracked to closure | Implemented |
| Measurement & Reporting | Raw operational data from connected systems | Structured governance report delivered to stakeholders | Report generated, delivered, stored with timestamp, recipient confirmation logged, next report scheduled | Implemented |
| Service Config. Management | New or changed CI requiring registration | Accurate, current CI record in CMDB | CI record created/updated, attributes populated, relationships mapped, change record linked, owner confirmed | Implemented |
| IT Asset Management | New asset procurement or existing asset discovery | Asset record in ISO 19770-compliant register | Asset registered, owner assigned, lifecycle status set, licence position checked, financial record created | Implemented |
| Risk Management | Identified risk or threat to service delivery | Registered risk with treatment plan and owner | Risk scored, owner assigned, treatment selected, review date set, risk register updated, MLRO notified if high | Config. Required |
ITIL 4's Continual Improvement Model structures improvement activity through seven sequential questions. UNUS London implements this model as a database-driven improvement register — every improvement initiative is logged, measured, and evidenced from inception to closure.
improvement_outcomes table.When a regulator or senior partner requests evidence of service management capability, the UNUS London system returns structured, timestamped ticket records across the full incident and change lifecycle — in seconds, not hours.
UNUS London achieves a composite ITIL 4 readiness score of 94/100. Scores are assessed across seven practice dimensions using the ITIL 4 maturity model, weighted by practice criticality for regulated service environments.
ITIL 4's Service Value System (SVS) requires continuous alignment across guiding principles, governance, practices, and continual improvement — not a one-time process documentation. UNUS Govern provides the operational wrapper that monitors your ITIL 4 practices in real time: incident trends, change success rates, problem resolution velocity, service desk performance, and continual improvement momentum. The SVS becomes a live system, not a document set you review annually.
Part of UNUS Govern's continuous evidence layer.
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