Everything your service desk and your auditor need, in one record model.
TENSOR runs the core ITIL processes — Incident, Problem, Change, Service Request, SLA — over a configuration management database with typed relationships, connected by an audit-secure logging spine. EU-hosted, schema-per-tenant isolated.
One connected data model, not siloed tools.
Incidents link to problems, problems link to changes, changes link to CIs, CIs carry SLAs. Every record is audit-logged. Compliance reports draw from the same graph.
Built end-to-end, not stitched together.
Service Desk
Unified incident, problem, service request, and major-incident management across five reporter kinds — agent, on-behalf, system, webhook, and email. Skills-based routing, SLA-driven escalation, and a war room that opens itself on a major incident.
CMDB
Nine base CI classes plus subtypes, twelve typed relationship kinds, SCD Type-2 point-in-time history, CVE and end-of-life tracking, blast-radius impact traversal, and German Schutzbedarf protection ratings.
Change & CAB
Three change types — Standard, Normal, Emergency — with a change calendar, freeze windows, CAB approval with quorum and segregation of duties, mandatory rollback plans, object-level collision detection, and a post-implementation review before close.
Knowledge Base
Immutably versioned, multilingual (de/en), pgvector semantic search on an EU-hosted model, KCS methodology, decision trees, ratings, and a public FAQ portal. Content links to incidents and CIs.
SLA Engine
Business calendars, multi-timezone support, live timers that fire a one-time 80%-warning and breach event, breach prediction, automatic maintenance-window suppression, and DORA / NIS-2 milestone cascades.
Audit & Compliance Log
Append-only at the database layer, hash-chained per tenant, and verified daily — one row per change, retained seven years (ten under MaRisk), with a daily cold export to object-locked EU storage. The evidence spine that makes the compliance features possible.
Customization & Theming
Custom fields, sections, terminology, saved views, a command palette, and per-tenant locale, date, and number formats — no code, light or dark. Tenants own their workspace look and vocabulary.
For the day a major incident lands.
Major-incident war room
Opens automatically on a DORA-major or severity-1 customer-impacting incident. Live presence, decision and action-item logs, and external broadcast to the status page or customers — with the responder barred from broadcasting, by segregation of duties.
Public status page
Per-tenant components linked to CIs, double opt-in subscribers, RSS and JSON feeds, and an embeddable widget. A component going red can open an incident and post an update on its own.
Maintenance windows
Schedule downtime over CIs and services; SLA timers pause automatically, CI notifications are suppressed, and the status page publishes a 7-day, 24-hour, and 1-hour notice cascade.
Skills-based routing
A curated skills catalog, self-attested and admin-verified proficiencies, category-required skills, and tunable routing that scores agents on skill, availability, and load — plus out-of-office coverage and reassignment sweeps.
Business rules engine
A no-code rule builder: eleven triggers, eleven condition operators, and nine actions — assign, set priority, classify a DORA major, dispatch a notification, link a KB article, open a war room. Dry-run a rule before it goes live.
Time tracking & My Work
Live or manual time entries with a billable flag and cost reporting, plus an SLA-risk-sorted personal inbox — open tickets, near-breach work, mentions, approvals — and a supervisor team view.
Connect the tools you already run.
12 first-party adapters — M365, Datadog, PagerDuty, Sentinel, Slack, Teams, AD, CrowdStrike, Tenable, Veeam, VMware, Citrix — plus SAP and a generic webhook.
See all integrationsAdd regulation when you need it.
DORA, NIS-2, MaRisk, BAIT, GDPR — all opt-in per tenant, produced from the records your team already works. Default off.
See how compliance worksSee TENSOR against your own compliance checklist.
30 minutes. We’ll map it to your DORA / NIS-2 / BAIT obligations.