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@windyroad/itil

ITIL-aligned IT service management for Claude Code and Codex. Track recurring incidents, perform root cause analysis, and prioritise fixes using WSJF -- all inside your coding sessions. Maturity: Experimental.

Part of Windy Road Agent Plugins.

What It Does

Bugs recur. Incidents repeat. Without a disciplined process, you fix symptoms instead of causes — or worse, jump to conclusions during a live outage. This plugin brings lightweight ITIL service management to your AI coding workflow:

Problem management — track underlying causes and prioritise fixes:

• Create problem tickets when incidents or failures surface during a session
• Track root cause analysis as investigation progresses
• Transition status through a structured lifecycle: Open, Known Error, Closed
• Prioritise using Weighted Shortest Job First (WSJF) to focus on the highest-value fixes

Incident management — restore service fast with an audit trail:

• Declare incidents when an existing service is interrupted or degrades from an established prior working baseline. Track missing, incomplete or initially deficient features as problems; an unknown baseline calls for problem investigation.
• Evidence-first discipline — hypotheses must cite evidence before any mitigation
• Reversible mitigations first — rollback, feature flag, restart, route away
• Automatic handoff to problem management once service is restored

Tickets live in docs/problems/ and docs/incidents/ as markdown files — version-controlled and always accessible.

Room is reserved for peer ITIL skills (change, continual improvement) under the same plugin as they are added.

Install

npx @windyroad/itil

Restart Claude Code after installing.

For Codex:

npx @windyroad/itil --runtime codex --scope user

Restart Codex after installing. Codex exposes the complete ITIL skill set, the exact wr-itil:hang-off-check agent, and five consolidated lifecycle hooks.

Requires: @windyroad/risk-scorer. The installer warns if it's missing.

Renamed from @windyroad/problem — see the "Rename wr-problem Plugin to wr-itil" architecture rule. If you had the old package installed, uninstall it (npx @windyroad/problem --uninstall) before installing @windyroad/itil.

Usage

Plan toward a verified outcome:

/wr-itil:outcome-led-planning

Establish a SMART outcome through one-question-at-a-time clarification, then confirm it before planning. Deliver with an INVEST-shaped Now increment, provisional Next increments and high-level Later direction. The architect, JTBD reviewer and risk scorer assess each executable plan revision; verified delivery informs the next revision. Story documents are added only when the project requires them.

Manage a problem ticket:

/wr-itil:manage-problem

Supports creating new problems, updating root cause analysis, transitioning status (Open → Known Error → Closed), and closing problems with resolution details.

Manage an incident:

/wr-itil:manage-incident

Supports declaring new incidents, recording evidence-first observations and hypotheses, logging mitigation attempts, transitioning lifecycle (Investigating → Mitigating → Restored → Closed), and automatically handing off to manage-problem when service is restored.

See the "Add manage-incident Skill to wr-itil Plugin" architecture rule for the incident-vs-problem split.

How It Works

Hook	Trigger	What it does
bin/check-deps.sh	Session start	Verifies that wr-risk-scorer is installed
itil-assistant-output-gate.sh	Every prompt	Detects classes of assistant output (e.g. prose-asks vs AskUserQuestion) that indicate ITIL-discipline regressions
itil-correction-detect.sh	Every prompt	Surfaces strong-signal user corrections (FFS / DO NOT / contradictions) and offers a problem ticket capture per the "Problem 078: Assistant does not offer to capture a problem ticket when the user delivers strong-signal correction" problem
itil-runtime-sid-marker.sh	Bash, Edit, Write, Read	Records per-session ID for runtime instrumentation (the "Capture the runtime stdin session_id via a PreToolUse hook so the create-gate marker binds to the same SID the runtime hook will see" architecture rule)
manage-problem-enforce-create.sh	Write	Blocks creation of docs/problems/*.md outside the /wr-itil:manage-problem workflow
itil-claude-space-protection.sh	Write, Edit	Prevents project-generated artefacts from being written under .claude/ (the "Agents write project-generated artefacts under .claude/ (user-controlled config space) — gate exclusions are read tolerance, not write permission" problem)
p057-staging-trap-detect.sh	Bash	Detects the "Problem 057: git mv + Edit + git add staging-ordering trap drops content edits from the commit" problem staging trap during ticket transitions
pre-publish-intake-gate.sh	Bash	Blocks npm publish when downstream OSS intake scaffolding is missing (the "Scaffold downstream OSS intake — skill + layered triggers" architecture rule)
itil-assistant-output-review.sh	Stop	Reviews assistant output at session end for ITIL-discipline patterns

Skills

Outcome-led planning now has its own planning package. The existing ITIL command remains a complete compatibility entrypoint and does not require the new package. New users can install planning without ITIL.…