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IT Service Management
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IT Service Management · Available now

Track service work from intake through review and resolution.

IT Service Management gives an IT team a shared record for interruptions, requested work, planned changes and the services and assets involved. An incident can name its affected service, asset and assignee.

Start now Download Proto
  • No per-user fees
  • Manual work is free
  • Configure it in Proto
OverviewOpen Incidents
IT Service Management · Incidents

Open Incidents

Incidents in one list

New incident
Incidents in view
6
Low
2
Medium
2
High
1
Low2
INC-2026-1042Remote access login fails for staff
23 Oct
AST-2026-0407Investigate dropped service calls
21 Oct
Add
Medium2
CHG-2026-0381Patch payroll database host
13 Oct
KBA-2026-0096Update customer portal login
16 Oct
Add
High1
REQ-2026-2204Restore floor 2 Wi-Fi
17 Oct
Add
Critical1
PRB-2026-0118Expand document storage pool
27 Oct
Add
INC-2026-1042Incidents · INC-33551
Low
SummaryRemote access login fails for staff
StatusOpen
Opened at23 Oct
Assigned toEsther Kim
ServiceService desk phone system
Review changeINC-33551 · INC-2026-1042

CAB Reviewer decides whether the change proceeds and records the reason.

Waiting for CAB Reviewer
ApproveReturn
Example screen with sample data
Tables, ready to use
53
Saved views
15
Roles with set permissions
6
Reports and dashboards
8
Features

See the work behind every service interruption

Every feature works on the same records. Pick one to see the screen your team works in.

Incidents

Triage interruptions, record the response, and keep service impact visible.

  • Triage
  • Response
  • Impact
  • Incidents
  • Incident updates
  • Response events
  • Service impacts
  • Service outages
  • Problems
Explore incidents
OverviewHigh Priority Incidents
IT Service Management · Incidents

High Priority Incidents

Incidents

New
IdSummaryPriorityStatusServiceAssigned to
INC-2026-1042Remote access login fails for staffHighOpenOffice connectivityIsabel Chen
CHG-2026-0381Patch payroll database hostCriticalAcknowledgedRemote accessGita Nair
REQ-2026-2204Restore floor 2 Wi-FiHighInvestigatingDocument storageAmina Yusuf
PRB-2026-0118Expand document storage poolCriticalResolvedService desk phone systemIsabel Chen
AST-2026-0407Investigate dropped service callsHighClosedDevice enrollmentIsabel Chen
6 of 6 records
INC-2026-1042Incidents · INC-36115
High
SummaryRemote access login fails for staff
StatusOpen
ServiceOffice connectivity
Assigned toIsabel Chen
Example screen with sample data
Process

Follow a case from intake to verified service

Incident to reviewed change ships ready to use. One step needs a named approval before the work moves on: Review change (CAB Reviewer).

Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.

  1. Capture incident

    Record the affected service, asset and priority.

    INC-2026-1042INC-33551 · Service Desk Agent
    Capture incidentBy Service Desk Agent

  2. Acknowledge incident

    Name the responder and first action.

    INC-2026-1042INC-33551 · Incident Responder
    Acknowledge incidentBy Incident Responder

  3. Investigate impact

    Keep updates, outage and impact evidence together.

    INC-2026-1042INC-33551 · Incident Responder
    Investigate impactBy Incident Responder

  4. Review change

    Have the CAB Reviewer record a decision and reason.

    INC-2026-1042INC-33551 · CAB Reviewer
    Review changeBy CAB Reviewer
    ApprovalCAB Reviewer decides whether the change proceeds and records the reason.

  5. Record deployment

    Record the service, environment, version and outcome.

    INC-2026-1042INC-33551 · Change Manager
    Record deploymentBy Change Manager

  6. Verify service

    Check restoration against the incident and deployment evidence.

    INC-2026-1042INC-33551 · Incident Responder
    Verify serviceBy Incident Responder

Start with Incident response

Inside a record

Keep external receipts tied to their sources

Open any incident to see its service impacts, the roles that work on it, its process stages and its approvals on one page.

  1. 1
    Record details

    Summary, Status, Opened at and Assigned to.

  2. 2
    Service impacts

    Each line is linked to this incident.

  3. 3
    Who works on it

    Service Desk Agent, Incident Responder and Change Manager, each with their own permissions.

  4. 4
    Process stages

    Acknowledge incident and Investigate impact, with the role that acts.

  5. 5
    Approvals

    Review change, with who decides.

Open IncidentsINC-2026-1042
IT Service Management · Incidents

INC-2026-1042

Remote access login fails for staff · Low

Log activity
1
Record details
SummaryRemote access login fails for staff
StatusOpen
Opened at23 Oct
Assigned toEsther Kim
2
Service impacts

INC-2026-1042

IdAffected serviceService impact
INC-2026-1042Employee emailDelayed
CHG-2026-0381Remote accessUnavailable
REQ-2026-2204Office connectivityDelayed
Service impacts
6
3

Who works on it

  • Service Desk AgentManage Incidents, incident updates, response events, service…
  • Incident ResponderManage Incidents, incident updates, response events, service…
  • Change ManagerManage Changes, Deployments, rollback checks
4

Process stages

  • Acknowledge incidentIncident Responder
  • Investigate impactIncident Responder
5

Approvals

  • Review changeCAB Reviewer
    Approved
Example screen with sample data
Approvals

Put change decisions with the people who make them

The Change Manager prepares and implements work; the CAB Reviewer records the review decision against the change.

OverviewApprovals
IT Service Management · Overview

Approvals

Signed in as CAB Reviewer

Waiting for you

4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
  • CHN-90339INC-2026-1042
    Remote access login fails for staffRequested by Service Desk Agent
    Low3dActions
  • CHN-74180CHG-2026-0381
    Patch payroll database hostRequested by Service Desk Agent
    Medium2dActions
  • CHN-21829REQ-2026-2204
    Restore floor 2 Wi-FiRequested by Service Desk Agent
    High3dActions
  • CHN-83847PRB-2026-0118
    Expand document storage poolRequested by Service Desk Agent
    Low4dActions

Who approves what

DecisionApprover
Review changeHave the CAB Reviewer record a decision and reason.CAB Reviewer
Approve service requestsService Desk Agent
Approve ChangesCAB Reviewer
3 approval rules · set per role in Proto
Example screen with sample data
Who can approve what
Roles

A workspace for each role

Everyone opens IT Service Management to the work that is theirs. Pick a role to see what it starts with.

Service Desk Agent

Owns intake, triage and request follow-through.

This is the first screen this role sees.

OverviewOpen Incidents

Open Incidents

Incidents · Service Desk Agent

Low2
INC-2026-1042Remote access login fails for staff
23 Oct
AST-2026-0407Investigate dropped service calls
21 Oct
Add
Medium2
CHG-2026-0381Patch payroll database host
13 Oct
KBA-2026-0096Update customer portal login
16 Oct
Add
High1
REQ-2026-2204Restore floor 2 Wi-Fi
17 Oct
Add
Critical1
PRB-2026-0118Expand document storage pool
27 Oct
Add
Example screen with sample data

Roles and permissions

Reports

Read response and change evidence together

Review response, request, change and service evidence from recorded fields.

Overview
IT Service Management · Overview

IT Service Management dashboard

This quarter

Changes in view
6
Low
2
Medium
2
High
2

Incidents by status

How far records got this quarter

StageReachedStep
Open26
Acknowledged623%
Investigating233%
Resolved150%

Number of incidents by status

Sample counts per stage

0
-30Open
-50Acknowledged
-20Investigating
-50Resolved
-60Closed
Example screen with sample data
  1. 01Incident priority and state

    Count incidents by Priority and Status for the current response queue.

  2. 02Acknowledgement and resolution intervals

    Compare opened at with acknowledged at and resolved at on incidents.

  3. 03Requests due and completed

    Compare due at and completed at across service request statuses.

  4. 04Change review outcomes

    Group CAB approvals decisions by their Changes and Services.

  5. 05Service asset coverage

    Show Assets connected to each Service through service asset links.

  6. 06Outage restoration record

    Compare started at and restored at for each service outages entry.

  7. 07Knowledge publication state

    Group knowledge articles by Status, Service and Owner.

  8. 08Integration receipt outcomes

    Group integration events by source system and Status.

All reports and dashboards

Who it's for

Shape the first service scope around your team

See how IT Service Management fits your kind of team.

Internal IT teams

Run employee service requests and incident response against owned services.

Distributed operations

Connect site outages and equipment evidence to the incident that needs response.

Platform engineering teams

Review service changes against deployment and operating evidence.

Controls

Check decisions, dates and outcomes

Each stage of incident to reviewed change names the role that acts and the status it records, so a change is never anonymous.

OverviewIncident to reviewed change
IT Service Management · Process

Incident to reviewed change

Each stage, the role that acts and the status it records

Process stages
10
Approval steps
1
Roles involved
4
Tables touched
9
Acknowledge incident
Incident Responder
StatusOpen → Acknowledged
RecordsResponse events, Incidents
Investigate impact
Incident Responder
StatusAcknowledged → Investigating
RecordsIncidents
Record problem
Incident Responder
StatusOpen → Investigating
RecordsIncidents, Problems
Incident to reviewed change
  1. Start
    Acknowledge incidentOpen → Acknowledged
    Response events
  2. Step
    Investigate impactAcknowledged → Investigating
    Incidents
  3. Step
    Record problemOpen → Investigating
    Incidents
  4. Step
    Prepare changeDraft → Review
    Changes
  5. Approval
    Review changeReview → Approved
    Changes
Example screen with sample data

See each stage in detail

AI agent

Ask Proto to surface the working record

Ask for help interpreting service records and preparing the next action.

It can

  • Service Desk Agent: Summarize open incidents by priority and identify the service and assignee on each case.
  • Incident Responder: Bring together an incident's updates, response events, impact and outage evidence for a shift handoff.
  • Change Manager: List changes in review with their risk, scheduled window, rollback plan and advisory decision.
  • Admin: Find assigned assets whose service link or custody needs a review.

Stays with a person

  • A person still owns the decision to approve a change, publish guidance or close an incident.
  • Ask Proto to show the underlying records and explain which dates, people and statuses support its answer.
  • Set access for each role before using it with operational data.

Set up an agent

Integrations

Connects to the tools you use

Set up connections through ERP.AI and Proto workflows, with every change logged.

  • IT Service Management
  • External event sources
  • Monitoring and availability
  • Release systems
  • Identity and asset sources
Data model

Your data, in tables you can change

Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.

Browse all 53 tables
53tables
  • Incidents8
  • Service Requests6
  • Changes5
  • Assets8
  • Knowledge4
  • Service Oversight7
Implementation

Roll out one team at a time

Start with one team and one process, then add the rest once the basics are running.

  1. Define ownership

    Agree the services in scope, their criticality and owner, the people directory and who performs each review decision.

  2. Prepare context

    Enter services, assets and verified service-asset links that responders need for the pilot.

  3. Rehearse work

    Walk an incident, a request and a change through their actual records and status decisions.

  4. Review evidence

    Confirm response events, incident updates, advisory decisions, deployment results and restoration times can be explained by another team member.

  5. Expand

    Add further services and external feeds after the owners can maintain the first operating scope.

Read the implementation plan

Pricing

$0per user

The base account and everyday work in the ERP.AI app are free, for every user.

  • No per-user or per-seat fees
  • Viewing, editing, approving and exporting records in the app is free
  • Pay only for machine work: API calls, imports, workflows and AI agents
  • Prepaid credits from $5. Purchased credits never expire

Pricing details

Machine work rate card Included per $1 of credit

Machine work rate card
UsagePer $1
Record reads (list, filter, get)20,000
Search or aggregate queries4,000
Record writes4,000
Imported or synced records200,000
Workflow runs2,000
AI agent runs2,000
Scheduled jobs or webhooks20,000
File uploads (MB)2,000
CSV or PDF exports100
FAQ

Questions, answered

Scope, rollout and pricing for IT Service Management.

All questions
How do I get started?

Click Get started, then use Proto to configure IT Service Management for your business. Start with owned services, the people who respond, and one incident, request and change to rehearse.

Which records should we enter first?

Enter people and services before loading cases. Add the assets and verified service links responders need to assess impact.

How is an incident assigned?

The incident names an assignee and affected service. The desk records priority, and the responder acknowledges and updates the case.

How do requests show progress?

A service request carries its requester, service, due date and status from submission through completion or rejection.

Who decides whether a change proceeds?

A CAB Reviewer records the advisory decision and reason against the change. Agree the reviewer and decision rules during setup.

Where do we record a failed deployment?

Use the deployment outcome and relevant rollback checks. Keep the change decision and the execution result both visible.

How do we see service dependencies?

Link assets to services and record when each link was verified. Check the asset register and custody record during incidents.

Can we review an outage after restoration?

Yes. The outage record holds start and restoration times, site and device context, and its incident reference.

How are knowledge articles maintained?

An owner keeps the article body, service, status and publication date current. Reader feedback can prompt revision or archiving.

What does an integration receipt tell us?

It records an inbound event's source, external identifier, receipt time, payload hash and handling outcome. Review rejected and failed receipts with the source owner.

Set up IT Service Management your way.

Start free, then use Proto to change fields, steps and approvals before your team goes live.

Start now Download Proto

How to get started

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