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.
From the first alert to the post-incident review, on one record.
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 — one of five reporter kinds: user, on-behalf, system, webhook, and email. 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
A request-type builder defines each catalog item once — typed input fields, approval steps with quorums, and an ordered fulfillment checklist. Published models are versioned and immutable, so an open request always matches the form it was submitted on.
Routing that finds the right person
Category-to-queue routing applies on creation, most-specific route wins. Skills-based routing suggests or auto-assigns the best-matched agent with a load cap; escalation ladders climb role by role on SLA breach; out-of-office coverage reassigns work automatically.
Major incidents, coordinated
A war room opens automatically on a DORA-major or severity-1 customer-impacting incident, bringing decisions, action items, and a communications log into one place — and drafts the post-incident review from what happened there. The operational responder cannot also be the one who broadcasts externally.
How this connects to regulation
Where this connects
What service desk leads ask.
See TENSOR running on your own estate.
30 minutes, screen-shared, no slides. Bring the process you are least sure we handle and we will start there.