Incident, Problem, Change, and Request — on one record model.
The four ITIL processes your team runs every day, linked to each other and to your assets, so you can see cause, impact, and history in one place.
Request a demoCapabilities
One model for human- and system-reported work
A ticket raised by a colleague through the portal and an alert pushed in by Datadog land on the same record model. The detail view adapts to who reported it.
Change enablement with approval built in
Standard, Normal, and Emergency change types. A CAB approval workflow with segregation of duties enforced in code — the person who submits a change can't be the one who approves it.
Problems and known errors
Link recurring incidents to a problem, record the known error and its workaround, and propose the change that fixes the root cause — with the trail connecting all three.
Service requests that don't reinvent the wheel
Request models handle the things people ask for repeatedly, with the right fields and routing already set.
Routing that finds the right person
Route by assignment group as a queue or to a named owner. Skills-based routing matches tickets to agents who can handle them; out-of-office coverage reassigns work.
Major incidents, coordinated
A war room brings decisions, action items, and a communications log into one place — and drafts the post-incident review from what happened there.
How this connects to regulation
Related features
FAQ
See ITSMx against your own compliance checklist.
30 minutes. We’ll map it to your DORA / NIS-2 / BAIT obligations.