Service & Assets

A central self-service portal with areas for IT, HR, and Facilities. Configurable request forms and a service catalog standardize processes.

Structured ticket workflows for incidents and service requests. SLA-based assignment and control, along with knowledge base integration for self-service.

Fast incident recording with automatic priority logic. Linking incidents with problems and change tickets supports root cause analysis.

SLA rules by priority and request type with automatic measurement. Time-based notifications and live dashboards ensure SLA compliance transparency.

Approval workflows for different change types. A change calendar and risk assessment support approval management.

Automatic ticket routing by category or team. Approval and release processes with defined escalation logic automate workflows.

Real-time dashboards for ticket volume and team performance. Configurable reports and audit logging ensure traceability and compliance.