ITSM & Service Desk

Incidents, requests and changes, in one system.

Focused IT service desk — incidents, service requests, simple change management

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ITSM & Service Desk · Illustrative data · Planned system
IT service › ITSM & Service Desk
Ticket Triage Assign Resolve Close
My Assigned IncidentsIncidents
YouStatusnot Resolved or Closed or Cancelled
Incident NumberSubjectRequesterServicePriority
INC-40936New inc-665FPSRV-4543170
INC-94498Assigned inc-728UJSRV-2018530
INC-98106InProgress inc-590FESRV-223730
INC-94437OnHold inc-911ATSRV-6141640
INC-56599New inc-198MTSRV-7147580
INC-47439Assigned inc-314AASRV-3850950
Pending Change ApprovalsChanges
PendingApproval
  • CHN-85625 PendingApproval chn-845 in 6 d
  • CHN-47154 PendingApproval chn-346 9 d
  • CHN-57770 PendingApproval chn-418 8 d
  • CHN-87265 PendingApproval chn-103 12 d
  • CHN-72800 PendingApproval chn-443 in 11 d
CHN-85625
Subject
PendingApproval chn-845
Type
Standard
Risk
Low
Impact
SingleUser
Owner
AS

Approval waits for the service desk manager.

Unassigned QueueIncidents
no assigneeNew
Incident NumberSubjectRequesterAssignment GroupChannel
INC-78797New inc-717GRGRP-5150Portal
INC-85439New inc-757ZVGRP-2587Email
INC-49055New inc-518JFGRP-3590Chat
INC-17674New inc-322FZGRP-9397Phone
INC-49929New inc-637DGGRP-5712Walkup
INC-66347New inc-331SBGRP-3598Monitoring
Breaching SLA (risk)Incidents
Statusnot Resolved or Closeddue in 30 min or due in 1 h
Incident NumberPriorityAssigneeAssignment GroupResponse Due
INC-34457820TAGRP-306822 Sep
INC-89942180DLGRP-217726 Sep
INC-34761410KEGRP-526805 Sep
INC-39465550TAGRP-786229 Sep
INC-55183890UVGRP-643713 Sep
INC-85439420JZGRP-870923 Sep
Recently ClosedIncidents
ClosedClosedAt >= now - 7 days
Incident NumberSubjectRequesterPriorityAssignee
INC-64236Closed inc-740UM70LR
INC-69940Closed inc-504KY20NU
INC-43402Closed inc-869XY480DA
INC-51939Closed inc-601DS270YG
INC-16216Closed inc-432NN260DN
INC-51607Closed inc-456ML790TN
Overdue ChangesChanges
InImplementationoverdue
Change NumberSubjectOwnerImplementation GroupPlanned Start
CHN-20039InImplementation chn-210FWGRP-660028 Sep
CHN-74288InImplementation chn-816FCGRP-329729 Sep
CHN-83548InImplementation chn-380HLGRP-347526 Sep
CHN-54961InImplementation chn-113YKGRP-162911 Sep
CHN-29104InImplementation chn-228KFGRP-413326 Sep
CHN-99509InImplementation chn-407BJGRP-642624 Sep
My Open ChangesChanges
YouStatusnot Implemented or Closed or Cancelled or Failed
Change NumberSubjectTypeStatusRisk
CHN-69092Draft chn-712StandardDraftLow
CHN-88116Submitted chn-456NormalSubmittedMedium
CHN-34815PendingApproval chn-859EmergencyPendingApprovalHigh
CHN-70121Approved chn-522StandardApprovedLow
CHN-42167Scheduled chn-205NormalScheduledMedium
CHN-61262InImplementation chn-995EmergencyInImplementationHigh
VIP IncidentsIncidents
Requester.VIPFlag = trueStatusnot Resolved or Closed
Incident NumberSubjectRequesterPriorityAssignee
INC-61539New inc-934SM350UR
INC-17279Assigned inc-708DS400VH
INC-12813InProgress inc-635PA500JZ
INC-97888OnHold inc-206JY820VW
INC-99995Cancelled inc-606FJ240VY
INC-46425New inc-626MP340XA
My Service RequestsRequests
You or You
Request NumberServiceStatusSubmitted AtCompleted At
RQS-58502SRV-9325Draft19 Sep
RQS-96353SRV-3137Submitted12 Sep
RQS-20549SRV-9803PendingApproval14 Sep
RQS-37950SRV-3220Approved26 Sep
RQS-63424SRV-1466InFulfillment28 Sep
RQS-39187SRV-8134Cancelled15 Sep
Pending My Approvalcomposite
YouPending
TypeNumberSubjectRequesterSequence
OpenCMP-14249composite 1RU90
OpenCMP-40416composite 2XZ30
OpenCMP-89215composite 3RM20
OpenCMP-82093composite 4HK60
OpenCMP-25117composite 5CX30
OpenCMP-32134composite 6XE90
CI Ownership GapsCIs
Active = trueno owner user or no owner agent
CINumberNameTypeStatusCriticality
CSS-98154CI 389LaptopInStockLow
CSS-55843CI 267DesktopInUseMedium
CSS-23742CI 463ServerRetiredHigh
CSS-90244CI 806NetworkDeviceDisposedCritical
CSS-83956CI 516PrinterInStockLow
CSS-97063CI 532ApplicationInUseMedium
On-Call Rotationcomposite
OnCall = true
GroupAgentShiftOn CallSkills
GRP-6964JASHF-286OC-349SKL-321
GRP-2772KBSHF-170OC-203SKL-670
GRP-5615PUSHF-689OC-544SKL-292
GRP-2957HESHF-832OC-374SKL-761
GRP-8681HFSHF-635OC-533SKL-731
GRP-1543AESHF-961OC-538SKL-602

Illustrative records generated from the specification. Explore the views to inspect the planned operating model.

Explore the specification

Built for your team.

IT teams who run a service desk with clocks, approvals and a record.

Defined tables
19
Operational views
12
Defined roles
5
Reports
7

Defined in the planned system specification.

What’s inside.

Focused IT service desk — incidents, service requests, simple change management

Incidents

Intake, priority and SLA clocks

Requests

Catalog items and fulfilment

Changes

Risk, approval and windows

Problems

Root cause and known errors

Assets

CMDB and lifecycle

Knowledge

Articles and runbooks

Workflow handoff

Incident to fix

Incidents, requests and changes, in one system.

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  1. 01
    Ticket
  2. 02
    Triage
  3. 03
    Assign
  4. 04
    Resolve
  5. 05
    Close

Built for your team

Breaching SLA (risk)
Incident NumberPriorityAssigneeAssignment Group

Service Desk Manager

Runs the service desk — queue health, staffing, escalations, coaching, and SLA attainment. Typically also the de-facto change coordinator in a 100-1000 seat IT org.

Recently ClosedClosed
Incident NumberSubjectRequesterPriority

L1 Agent

Front-line service-desk agent — password resets, account unlocks, how-to questions, basic triage, first-touch resolution, and service- request fulfillment coordination.

L2 / L3 Engineer

Specialist engineer — Windows, Network, Database, Cloud — handling escalated incidents and implementing changes.

My Service Requests
Request NumberServiceStatusSubmitted At
Submitted

Business User

Internal employee using the self-service portal to submit incidents and order from the service catalog.

Operational visibility

Reports and dashboards

Explore what each report measures and the records behind it.

  • Ticket Volume by Category

    Incidents per day / week / month, split by Category × Service × Priority × Channel. Surfaces volume spikes and sizes staffing per category.

  • MTTR / MTTA

    Median, p75, and p95 mean-time-to- acknowledge and mean-time-to-resolve by Priority and AssignmentGroup. The core operational-health scorecard.

  • SLA Attainment

    % of Incidents meeting Response and Resolution SLAs, broken out by SLAPolicy × Priority × Group × Agent. Drills into every SLABreach for root-cause review.

  • First-Call Resolution

    % of Incidents closed by the L1 group on first touch (no reassignment, no escalation). Drives L1 training and self-service deflection investment.

  • Service Request Volume

    Requests per period by Service × Category × requesting Department, with median fulfillment time per service. Feeds catalog maturity and automation priorities.

  • Change Success Rate

    % of Changes completing Implemented with Outcome = Successful (no rollback, no linked follow-up Incident within 7 days), split by Type × Risk × ImplementationGroup. The core change-management KPI.

  • Cost per Ticket

    Average incident cost (agent labor × MTTR × loaded rate) split by Category × Priority × Group. Optional — shown only when labor-rate master data is populated.

One connected workspace

Ticket Volume by Categorydrill-down

Incidents per day / week / month, split by Category × Service × Priority × Channel. Surfaces volume spikes and sizes staffing per category.

My Assigned IncidentsIncidents
Incident NumberSubjectRequesterServicePriority
INC-40936New inc-665FPSRV-4543170
INC-94498Assigned inc-728UJSRV-2018530
INC-98106InProgress inc-590FESRV-223730
INC-94437OnHold inc-911ATSRV-6141640
INC-40936Incidents
  1. New
  2. Assigned
  3. InProgress
  4. OnHold
  5. Resolved
  6. Closed
  7. Cancelled
IncidentNumber
INC-40936
Subject
New inc-665
Requester
FP
Service
SRV-4543
Priority
170
ResponseDue
10 Sep
ResolutionDue
14 Sep

ownerL1 Agent

new · FP

Go from the big picture to the details behind it. Open any record to see its status, owner and history.

Illustrative records. Connections follow the authored specification.

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Previews contain illustrative data from the system specification.

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Incidents, requests and changes, in one system.

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Incidents, requests and changes, in one system.

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Incidents, requests and changes, in one system.

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Incidents, requests and changes, in one system.

  • SLA timers
  • Change approval
  • CMDB
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  • Access requests
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  • SLA timers
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