IT Service Desk

Support tickets can be submitted through various channels, including email, SMS, self-service, or even via system interfaces and event-monitoring systems. This flexibility ensures users can always reach IT support.

For service desk agents, integrated chat and telephony (CTI) features streamline communication, while real-time access to affected assets and services—including warranty and maintenance terms—enables faster and more informed resolution.

SLAs are automatically monitored to ensure compliance with agreed response and resolution times. If an incident requires further processing, the system seamlessly integrates with problem and change management workflows to keep support structured and consistent.

Empower end users with a self-service portal that’s available anytime and from anywhere.

Users can report incidents, submit service requests and get immediate answers to common questions. Behind the scenes, powerful automation takes over—resolving frequent issues with self-healing mechanisms, installing software, provisioning accounts and even supporting users through AI-powered chatbots. This reduces dependency on the service desk and ensures a faster, smoother support experience, all while increasing overall satisfaction.

Say goodbye to manual ticket categorization and dispatching. Our intelligent ticket routing system leverages AI to automatically analyze and classify incoming incidents and requests, prioritizing and assigning them to the appropriate support group.

Unlike rule-based systems that require constant updates, our self-learning algorithm adapts to new types of requests over time. This reduces administrative overhead and accelerates ticket resolution by ensuring each case is immediately routed to the right place—no human intervention required.

Boost your service desk’s resolution rate by integrating knowledge management directly into support workflows. Agents have instant access to curated solutions, making it easier to resolve incidents on first contact.

End users can also find answers themselves, minimizing ticket volume. The result is consistent service quality, increased efficiency and better use of organizational knowledge across the board.

Meet users where they already work. With native Microsoft Teams integration, employees can chat directly with service desk agents from within the app. Agents can also collaborate with each other without switching platforms. This streamlined communication not only improves user experience but also accelerates ticket handling and issue resolution by reducing tool-hopping and complexity.

Keep users informed in real time with proactive incident communication. Service desk teams can send pop-up alerts to affected users’ screens to notify them of current issues or planned maintenance.

Alerts can be targeted to specific user groups, departments, or locations. Users also see updates about ongoing incidents when using the self-service portal—helping prevent duplicate tickets and keeping everyone in the loop. This builds trust and transparency while easing pressure on the service desk.

Field service teams can remain productive on the go with a mobile app that works even when offline. They can access asset data, update tickets and carry out tasks without being tied to a network. AI-driven scheduling ensures optimal technician deployment by considering factors like skill sets, location, available equipment and spare parts. The result? Efficient service delivery and less downtime, even in remote or unpredictable environments.

Use data from your Configuration Management Database (CMDB) to quickly uncover the root cause of issues. Detailed insights into services, IT components, their interdependencies and runtime status allow teams to quickly identify understand the impact of incidents at a glance. This accelerates problem identification and resolution while reducing the risk of downstream disruptions.

Prevent recurring incidents caused by the same root issue.

AI-powered analysis spots frequently recurring incidents with identical causes and automatically creates problem tickets. Your problem management team can set up temporary workarounds and launch permanent fixes—often as part of a connected change management process. This helps eliminate systemic issues and improves service reliability over time.

Keep a pulse on IT service performance with built-in analytics and dashboard tools.

Process owners can monitor ITIL® processes in real time using interactive, role-based dashboards. KPIs help identify bottlenecks, while ad hoc self-service BI enables deep-dive analysis to uncover trends and root causes. This data-driven approach supports continuous improvement and ensures your service operations evolve with your organization’s needs.