Resolve disruptions fast
Incident management routes every disruption to a resolution in a structured way – with clear responsibilities and shorter recovery times.
IT Asset & Network
IT Service Management
IT services that just work – structured along ITIL 4
Tickets shouted across the room and isolated tools slow your IT down. IT service management bundles incidents, service requests, problems, changes and releases into end-to-end processes along ITIL 4, governed by SLAs with response and resolution times, escalations and approvals. Tickets originate in the self-service portal with its service catalog or directly from inbound email, carry the affected IT systems from the inventory with them, and are handled efficiently with templates and time tracking. Satisfaction surveys and a cockpit with CSAT evaluation show how well the service actually lands. And because everything runs on one platform, a major incident links the affected BCM recovery plans directly.
ITIL 4
Features
Your benefits
Solve root causes for good
Problem management finds recurring root causes, while change management implements changes in a controlled, low-risk way.
Knowledge that helps
Knowledge management makes solutions centrally available – your team resolves requests faster and with consistent quality.
Self-service for users
Through the self-service portal with service catalog users request services themselves – noticeably relieving your service desk.
SLAs that watch themselves
SLA definitions with response and resolution times run per ticket; escalations raise overdue cases to the right group or person, approvals keep critical steps controlled.
Tickets with context, not free text
Every ticket links the affected IT systems and devices from the inventory, inbound emails become tickets automatically, and a major incident pulls in the associated BCM recovery plans directly.
Capabilities
All capabilities at a glance
- ITIL 4-aligned processes
- Incident management incl. major incidents with status updates
- Service requests
- Problem management
- Change management with approvals
- Release management
- SLA definitions with response & resolution times
- Escalations to support groups or individuals
- Inbound email: mails become tickets
- Ticket templates & time tracking
- Asset linkage: IT systems & hardware on the ticket
- Satisfaction surveys (CSAT) with cockpit evaluation
- Knowledge management
- Self-service portal with service catalog
- Support groups & activity history
- Webhooks for external systems
- Major incident → linked BCM recovery plans
Result
An IT service that runs on proven ITIL 4 principles – faster for users, calmer for your team.
Experience IT Service Management live
Schedule a no-obligation demo – we will show you the module with your own use cases.