You described ITIL, providing tools references that are not welcome here. ITIL can applies to very small companies and to very big companies with no difference, and of course can be adapted and should be a guideline for all. Reactivity is a company internal problem, not an ITIL problem. If you think it is
something that almost nobody understands in its entirety and almost nobody actually likes
it's up to you, you are certainly right, but no need to understand all of this and apply everything to get the right guidance from this. —
krisFR 3 mins ago