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 — user, on-behalf, system, webhook, and email. Skills-based routing, SLA-driven escalation, and a war room that opens itself on a major incident.
CMDB
17 CI classes — 9 base plus 8 subtypes — with 14 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 floors and segregation of duties enforced in code, mandatory rollback plans, gateable test evidence, collision detection, and a post-implementation review on the record.
Knowledge Base
Immutably versioned, multilingual (de/en), full-text and semantic search on Postgres, KCS methodology with an author certification ladder, decision trees, ratings, and a public FAQ portal. Content links to incidents and CIs.
SLA Engine
Business calendars, multi-timezone support, live timers with a configurable pre-breach warning per policy, automatic maintenance-window suppression, and DORA / NIS-2 milestone clocks that attach on classification and run 24/7.
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
A per-tenant status page on its own subdomain — anonymous and read-only, with a service-component model, double opt-in email subscribers, and RSS and JSON feeds. The war room and maintenance windows publish to it automatically.
Maintenance windows
Schedule downtime over CIs and services; SLA timers are suppressed, notifications are gated, the window auto-advances through its lifecycle, and the status page is updated automatically.
Skills-based routing
A per-tenant skills catalog with proficiency levels and agent self-declaration, category-required skills, and routing policies per group and category — suggest or auto-assign, with a load threshold so nobody drowns. Plus out-of-office coverage and reassignment sweeps.
Business rules engine
A no-code rule builder: twelve triggers, eleven condition operators, and actions that assign, set priority, classify a DORA major, dispatch a notification, or open a war room. Test a rule against a sample payload and dry-run it before it goes live.
Time tracking & My Work
Live or manual time entries feeding capacity and cost reports with optional hourly rates, plus a unified personal work surface — open tickets, approvals, reviews — with atomic first-wins claiming and live updates.
Connect the tools you already run.
13 first-party adapters — M365, Intune, Datadog, PagerDuty, Sentinel, Slack & Teams, AD, CrowdStrike, Tenable/Qualys/Rapid7, Veeam, VMware, Citrix — plus the SAP module, email-to-ticket intake, and signed webhooks in both directions.
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 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.