Explore the practices, controls and everyday tools included in one plan. AI assists throughout the work; your team sets the boundaries.
Included in every plan.
Incidents from people and from monitoring events, with ITIL impact × urgency priority, SLA targets, routing rules and auto-assign, tasks and time logging, linked events, problems and security alerts on one case. Duplicates are merged without mixing requesters' conversations; the queue edits many cases at once.
Declare a major incident to alert every agent and post an outage banner for requesters. One stakeholder update reaches every linked case's requester; linked cases resolve together; a post-incident review closes it out.
A service catalog with request forms you build yourself (text, choices, dates, yes/no and more), entitlement rules (by role or requester group), up to three approval steps — any one or everyone — and a default owner per item. Approvers decide in the portal or simply reply APPROVE or DECLINE to the email; requests are tracked to completion and declined requests are never shown as resolved.
A help center with categories, article import from CSV, Markdown or HTML, an optional admin approval before articles go live, and helpfulness feedback. The AI case assistant cites matching published articles and similar resolved cases when an agent investigates.
Included in every plan.
Recurring incidents and monitoring alerts are detected and offered as suggested problems that staff review and turn into problem records. Open problems directly or from a suggestion. Root cause and workaround become a known error: published to the help center, sent to every linked case's requester, and when the fix is in, the linked cases are resolved together.
Standard, normal and emergency changes with risk, implementation, backout and test plans, approval by an admin or a CAB vote, a planned window and a checklist that must be ticked before completion; a post-implementation review records the outcome. Incidents are linked as caused or fixed by a change: completing the change resolves what it fixed, and the change failure rate shows what it broke. The change calendar flags overlapping work on the same service or asset.
An asset register — who has what, where, under which warranty — linked to the incidents and requests it was part of, with relationships (what depends on what, drawn as a map) and contracts that remind their owner before renewal. Spreadsheets import with a preview and export in one click.
Recurring work opens itself: a weekly backup check, monthly patching or a quarterly access review becomes a case daily, weekly, monthly or every few days, with an owner, a group and a task checklist. Recurring changes open as pre-approved standard changes.
Included in every plan.
Signed event ingestion from your monitoring tools and read-only infrastructure context. Deduplication, condition tracking, suppression and maintenance windows turn signals into correlated incidents instead of alert floods.
Read-only security alerts from your security tools, grouped by explainable rules into security alert groups, linked to incidents and services, with AI-assisted investigation and human-approved actions.
Every proposed action carries a computed risk level and the tenant's autonomy policy. High-risk and containment actions are never executed automatically; kill switches stop automation instantly.
Included in every plan.
First-response and resolution targets per ticket type and priority, counted in business hours with holidays, per site for teams in several time zones. Cases on hold pause the clock; the owner is warned before the target and escalation policies notify named contacts after it.
A home dashboard where every number opens the list behind it, live gauges, a library of standard reports with charts and CSV plus a custom report builder, assignment and requester groups, permission switches for agents, saved queue views, canned responses, notification templates, closure codes and search across cases, assets, problems and alerts.
Portal, email and widget requests are classified and routed by AI, with a deterministic fallback when the model is unavailable or busy. Emails become cases with their attachments, replies by email join the right case, and junk-mail rules keep auto-replies and newsletters out. Catalog requests keep the routing their form and entitlement rules decided.
People describe the problem, attach screenshots and pick the affected device. Matching help articles appear as they type; a progress tracker, service announcements and a one-click satisfaction rating — with up to five questions of your own — keep them informed.
Agents land on what needs them: assigned work, unassigned cases, breaches, first replies due, approvals and major incidents — every tile and bar drills into the matching list.
A library of standard reports — backlog, SLA, first response, workload, time and cost, satisfaction, sentiment, changes, problems, contracts — each with a chart, a CSV download and a click-through to the cases, and emailed to the team on a schedule. Need something else? Build your own report: choose what to count, how to group it and which cases to include. Gauges show what is due within the hour.
Ordered routing rules send new cases to the right group or person by what they say and who raised them — including the requester's department. Groups share work round robin or to whoever has the fewest open cases, skipping people who are away and handing their work to a backup.
Split a case into tasks with owners, due dates and "waits for" order, from reusable checklists; log time. A case resolves only when its tasks are done; the requester confirms the fix or reopens, and unanswered cases close on their own.
AI reads how the requester feels — positive, neutral, frustrated or angry — and flags unhappy people in the queue so the team can step in before it escalates. Shown to staff only.
On any case, agents can ask for a cited summary, likely causes, diagnostic steps, suggested actions and a draft reply — built from the case and its linked records. Advisory only: it never acts or sends on its own.
Built-in runbooks triage incidents, fulfil request types with a prepared answer and tasks, review changes and summarise problems — each leaving a note of exactly what it did; connected tools do outside work. Everything runs within your autonomy policy, with approvals, kill switches and a full audit trail.
Security alerts, infrastructure state and monitoring alerts appear inside the case an agent is already working — explicit links with the reason for each, not guesses.
A read-only connection to your virtualisation platform shows the state of the machines, nodes and storage named in a case, and raises incidents when a running guest stops or capacity crosses a threshold.
Integrations are configured as encrypted connector profiles with readiness testing before activation. Private destinations are reachable only when an operator allowlists them, with certificate pinning.
State changes, approvals, AI requests and outcomes, and automation executions are recorded with actor and timestamp, and are exportable for compliance reviews.
Every tenant table is protected by database row-level security enforced under a non-privileged application role, with automated checks on every release. Passwordless sign-in links are single-use, so email link scanners can't use them.
Tenant-scoped retention policies, data export and deletion-request workflows, with requesters able to see and withdraw their own privacy requests.