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- IT Service + Asset + Knowledge
- Who it's for
- Internal IT teams
Internal IT teams
An internal IT team handles interruptions, planned changes and requests from colleagues who depend on the same services. The service record gives each case a common point of reference, while the asset link identifies equipment involved in a specific incident. The team can keep request decisions separate from the work that follows them.
How IT Service + Asset + Knowledge is set up for you
Incident intake
Record priority, service, asset and assigned person so a shift change does not erase context.
Request decisions
Let the Service Manager review submitted requests before an agent begins fulfillment.
Planned changes
Put risk, the intended window and rollback plan in front of the Change Approver.
Reusable knowledge
Publish reviewed articles for services that generate recurring questions.
An internal IT team handles interruptions, planned changes and requests from colleagues who depend on the same services. The service record gives each case a common point of reference, while the asset link identifies equipment involved in a specific incident. The team can keep request decisions separate from the work that follows them.
Start with the services that receive the most daily support attention. Name an owner for each service and attach assets that agents can identify reliably by tag or serial number. Rehearse one interruption from Open to Closed, including a dated update and the actual acknowledgment and resolution times. Then test a submitted request that the manager approves and one that the manager rejects. The difference should be visible in the fulfillment list.
Add a planned change for the same service. The approver should be able to read its risk and rollback action before approving it. If agents repeatedly encounter the same fault, open a problem with a named owner and carry its confirmed finding into an article through review. Keep the pilot small enough for each role to inspect a real case and say whether the record helps the next person act.
Features to start with
Roles on the team
- Service Manager
- Owns service decisions and reviews work across incidents, requests and changes.
- Service Desk Agent
- Receives and works incidents and service requests.
- Change Approver
- Reviews proposed changes and authorizes implementation.
- Asset Manager
- Maintains asset identities, service assignments and dependency evidence.
- Knowledge Editor
- Drafts, reviews and publishes service knowledge.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.