Modules
Everything the desk needs, in one licence.
There is no edition where change control is an add-on, and no seat count at which the asset register starts costing extra. The tiers differ in governance depth, not in whether the product works.
Service desk and request management
Requests arrive by email, portal or phone and land in one queue with an owner, a category and a clock. Nothing waits on someone remembering it.
- Email becomes a ticket, and replies stay on the same thread
- Incidents and service requests separated, because they are measured differently
- Assigned to a resolver team as well as a named person, so leave does not stall work
- Reassignment and escalation written to the record rather than agreed in a corridor
- Resolution targets by priority, with breaches visible before a customer raises them
- Internal notes kept separate from what the requester sees
Asset and configuration management
Every machine, licence, contract and supplier with an owner against it. The answer to “what do we actually have” stops being a stocktake.
- Hardware with holder, site, serial, model, operating system and specification
- Purchase date, warranty expiry, supplier and book value on every item
- Software seats counted against what was bought, so renewal is a decision
- Contracts and suppliers with durations and notice periods
- Certificates and domains with expiry dates that surface as work
- The device on a ticket is the same record as the device on the register
Change and problem management
Most outages are self-inflicted. Changes get approved before the window and evidenced after it, and faults that keep coming back get treated as one thing.
- Approval, window and backout position recorded before anything moves
- Evidence captured afterwards, which is what an assessor asks to see
- Recurring faults raised as a problem with their own owner
- Tickets linked to the problem behind them, so volume is visible
- What changed on the day something broke, in one place
- Planned work on a calendar the rest of the business can see
The rest of the box.
None of this is a paid extra in the tier that includes it.
- Self-service portal
- Staff raise and track their own requests from a catalogue, which cuts the “any update?” traffic more than any amount of speed does.
- Knowledge base
- The answers your desk keeps retyping, written once and searchable by the people asking. Fewer tickets is cheaper than faster tickets.
- Service level targets
- Targets by priority, measured rather than asserted, so a monthly service review has numbers in it instead of impressions.
- Search across everything
- One search over tickets, assets, contracts and articles, so finding last year’s incident does not depend on remembering its number.
- Remote wipe
- A stolen laptop handled from the desk rather than from the car park, with the wipe and its confirmation recorded against the asset.
- Reporting and dashboards
- Volume, ageing, target performance, estate value and licence position, exported in the shape a board paper or an assessor asks for.
What each module produces.
The left column is the module. The right column is the artefact it leaves behind, which is usually what someone is actually asking you for.
| Module | What it leaves behind |
|---|---|
| Service desk | A dated record of every request, who owned it, what was done, how long it took and whether it met its target. |
| Self-service portal | Requests raised in the requester’s own words, with the category and site already attached. |
| Asset register | An inventory with ownership, value, warranty and location, which is the starting point of every insurance and audit conversation. |
| Licence register | Seats held against seats bought, and a renewal date far enough ahead to negotiate. |
| Contracts and suppliers | Durations, notice periods and the data processing agreements you are asked to produce. |
| Change management | Approval before the window and evidence after it, against every change that touched production. |
| Problem management | A root cause with an owner, and the tickets it explains linked to it. |
| Knowledge base | A procedure that exists outside one person’s head, with a date on it. |
| Service level targets | A measured position on performance for a monthly or quarterly service review. |
| Reporting | Volume, ageing and cost in a form that goes into a board pack without reassembly. |
See it with your own data in it.
Forty minutes on your real situation: what you are running now, where work goes missing, and what a migration would involve. The architecture and control summary goes out beforehand, so your security people arrive having read it. If it is not a fit we will say so on the call.
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