Service management without the suite tax.
Incidents, service requests, changes and problems on one workflow engine, backed by a relationship-first CMDB, asset register, knowledge base, service catalogue and self-service portal, with service-level and penalty tracking. AI triages, de-duplicates and drafts; a governed agentic layer acts on tickets with human-in-the-loop approval and a kill switch.
One engine, every record type.
ITIL processes
Four ITIL record types across six capability pillars, with standard, normal and emergency change paths, change advisory board routing, and a change calendar with conflict and freeze checks.
CMDB
Relationship-first: depends-on, hosts, connects-to and part-of as first-class edges. Agentless discovery populates 70 to 80 per cent of configuration items automatically.
Asset register
More than 40 mandatory fields spanning location, identity, ownership, procurement, hardware specification, warranty and AMC dates, criticality and hosted application.
Service levels
Separate response and resolution timers per priority, business-calendar aware with pause and resume, escalation at 50 and 75 per cent of the clock, and penalty exposure computed per site and component.
Physical-world tickets
A data-centre, building-management, network, access-control or camera alarm raises an incident automatically, with the telemetry and the video clip attached, and the service-level clock starts on it.
AI with governance
Triage, de-duplication and drafting by AI; agentic actions only under explicit permissions with human-in-the-loop approval. Role model, multi-factor login and a hash-chained audit that records agent decisions exactly as it records human ones.