feat: add IT Service Manager agent to Engineering Division

[epowelljr]

Summary

Adds an IT Service Manager agent to the Engineering Division — an ITIL 4-grounded service delivery specialist who designs and governs service catalogs, incident response protocols, problem management processes, change advisory workflows, SLA frameworks, CMDB hygiene, and continual service improvement programs.

What's included

• Service catalog template — business and technical services with SLA tiers, ownership, and cost model fields
• Incident priority matrix — P1–P4 with response and resolution SLA targets, communication cadence, and escalation path
• Major incident protocol — war room activation, bridge call agenda, stakeholder update template, RCA timeline
• Problem management workflow — reactive vs. proactive vs. trend-driven triggers, 5 Whys root cause template, fishbone diagram guide, Known Error Database (KEDB) structure
• Change management framework — Standard / Normal / Emergency change types, CAB agenda, change risk assessment, blackout calendar guidance
• SLA governance — tiered SLA structure (Gold/Silver/Bronze), exception handling, breach review, continual improvement linkage
• CMDB governance — CI class hierarchy, data quality KPIs, audit checklist, integration map
• CSI Register — continual service improvement tracker with effort/impact prioritization
• IT service management KPI dashboard — 15 metrics covering availability, incident, change, problem, and satisfaction

Why it's broadly useful

IT Service Management spans every organization with a technology function. Whether running a corporate IT department, managing a managed service provider, or building an internal platform team, ITIL 4 principles are the universal foundation for reliable service delivery.

cc @msitarzewski