IT & Security · Module
ITSM
Incidents, requests, problems, changes and CMDB-lite on the Service Desk engine
ITSM runs internal IT on the Service Desk ticket, SLA and queue engine with incidents, requests, catalog, problems, changes and a CMDB-lite. People events drive joiner, mover and leaver runbooks, and an L1 IT Digital Employee handles routine requests.
What it does
ITSM is the core module of IT & Security, planned for W4. It reuses the Service Desk ticket, SLA and queue engine instead of running a second one. IT incidents carry requester, affected person, affected CI and business service, impact, urgency, computed priority, channel and assignment. Service requests are kept distinct, with request items from the catalog, fulfilment tasks and approvals, and their own SLAs and reports.
Intake and self-service
The employee IT portal on web and mobile lets people search Knowledge, browse the catalog, raise and track requests, approve, and see their own devices and access through One3 SSO. Email and portal intake come first, with WhatsApp for India design partners and Slack and Teams apps for notifications, request creation and approvals. The service catalog uses Forms for variables, Automations for fulfilment and the Approvals Inbox for manager, resource owner and cost-centre approvals.
The L1 IT agent
The AI IT Helpdesk Agent answers how-to questions, collects missing details, triages and executes granted identity Actions: password reset link after identity verification (R2), account unlock (R2), MFA factor reset (R3), account disable (R3) and group changes (R3), natively on One3 Identity and on Entra ID, Google Workspace and Okta. It starts in shadow mode and earns autonomy per skill.
Joiner, mover, leaver
Runbooks triggered by People events create tasks for accounts, groups, devices, assets and licences per department, role and location. Leavers can be revoked immediately or at the exit time, and the runbook closes only when evidence is complete.
Problems and changes
Problem management links incidents, records RCA and publishes known errors with workarounds. AI clustering proposes problem candidates. Change management supports standard, normal and emergency changes with justification, affected CIs, implementation, backout and test plans, CAB approval by risk, a change calendar with freeze windows and conflict detection, and AI change risk scoring with factor explanations.
CMDB-lite and services
CI classes from hardware to cloud resources, typed relationships, service maps with impact analysis, and business services with health from open incidents. Major incident management, SaaS licence tracking, hardware model catalog, asset loans, migration imports from Freshservice, ServiceDesk Plus, Jira Service Management and GLPI (APIs to verify) round it out.
Features
What ITSM includes
IT incidents on the Desk engine
Requester, affected person, CI and service, impact, urgency, computed priority, channel, assignment group and human or agent assignee.
Service requests and catalog
Catalog items with Forms variables, visibility rules, approval chains, Automations fulfilment, delivery time and cost.
Employee IT portal
Web and mobile PWA to search Knowledge, raise and track requests, approve and see own devices and access via SSO.
Omnichannel intake
Email and portal, WhatsApp for India design partners, and Slack and Teams apps for requests and approvals.
Priority matrix, routing and SLAs
Impact × urgency per entity, VIP modifiers, routing by category, CI, location and language, SLAs and OLAs with holiday calendars.
Major incident management
Commander and roles, child incidents, communication templates, optional Status Page publish and post-incident review.
Identity Actions
Verified password reset, unlock, MFA reset, disable and group changes on One3 Identity, Entra ID, Google Workspace and Okta.
Access request workflow
Request, owner approval, provisioning Action or manual task, verification and time-bound access with automatic expiry.
Joiner, mover, leaver runbooks
Triggered by People events with templates per department, role and location and recorded revocation evidence.
Problem management and AI clustering
RCA templates, known errors visible to agents, and proposed problem candidates from recurring incidents.
Change management and calendar
Standard, normal and emergency changes, CAB by risk, freeze windows, conflict detection and standard change templates.
AI change risk scoring
Score with explanations from CI criticality, fan-out, failure history, change size, window and backout plan quality.
CMDB-lite and service map
CI classes, lifecycle, owner, criticality, typed relationships and impact analysis per business service.
Remote device actions and support
Sync, lock, push app, restart kiosk and reset passcode from the ticket, plus attended remote sessions with consent.
Agent workspace and copilot
SLA-sorted inbox, employee 360 panel, collision detection, summaries and reply drafts in the employee's language.
SaaS licences, hardware catalog and loans
Licence reclaim on leavers and unused access, approved hardware models, and loaner checkout with due-back reminders.
Workflow
Incident to resolution
- 1
Employee writes on any channel
- 2
Identity verified through a contact point
- 3
L1 agent triages and answers from Knowledge or an allowed Action
- 4
Otherwise routed to a group with a handoff note
- 5
Recurring patterns link to a problem
- 6
Resolved with CSAT and closed after the reopen window
Workflow
Verified password reset
- 1
Employee reports being locked out
- 2
Policy engine checks whether the account is privileged or flagged
- 3
Agent sends an OTP to the verified work phone and asks a second factor
- 4
On verification, reset link goes to the verified contact point
- 5
Action, method and outcome are written to Trust & Audit
Workflow
Change lifecycle
- 1
Change drafted and submitted
- 2
Risk scored and plan checked in assessment
- 3
Authorised or rejected with reason
- 4
Scheduled and implemented in the window, or rolled back
- 5
Outcome reviewed and recorded
AI
AI skills and Digital Employees
L1 triage and Knowledge answers
Category, priority and CI proposals, cited answers and structured handoffs.
Verified identity Actions
Password reset and unlock after verification within granted risk tiers.
Change risk scoring
Advisory risk score with factor explanations.
Incident clustering
Problem candidates from recurring incidents with evidence.
Knowledge article drafts
Article drafts generated from resolved incidents for review.
Asset and licence reconciliation
Reconciles devices, CIs and IdP accounts and proposes licence reclaims.
Digital Employees that use this module
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Is ITSM a separate ticketing system from Service Desk?
No. It reuses the Service Desk ticket, SLA and queue engine with IT-specific records such as problems, changes and CIs.
Can we migrate from our current ITSM?
CSV templates and one adapter are planned first, with Freshservice, ServiceDesk Plus, Jira Service Management and GLPI adapters at GA. API access must be verified.
What can the L1 agent do on its own?
It answers from Knowledge and runs granted identity Actions such as verified password resets. Higher-risk Actions need approval unless autonomy has been earned, and R4 Actions are always human.
How do leavers lose access?
A People exit event starts a runbook that disables accounts, revokes sessions, removes privileged groups and reclaims licences, and it closes only when evidence is complete.
See ITSM in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.