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ITIT Service Management

An ITIL-based IT desk for employees: incidents, requests, changes, CMDB, on-call and a self-service portal.

IT Service Management is the internal IT desk, built on ITIL 4 practices. Employees raise incidents and requests from a self-service portal, mobile, email or Sangam; IT agents work queues against SLAs on business hours; change managers run changes through CAB approval and a change calendar. The CMDB builds on Workplace IT assets, and major incidents get a Sangam war room.

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Key capabilities

  • Incidents and requests from portal, email and chat
  • Service catalogue with forms and approvals
  • Changes with risk scoring, CAB and a calendar
  • CMDB and service map on Workplace IT assets
  • Major incidents with a Sangam war room
  • On-call rotations, alerts and paging
What it does

IT Service Management in detail

Incidents

Capture every IT issue, set its priority consistently and route it to the right group.

  • Intake from the portal, mobile, agent console, inbound email, a Sangam command and monitoring alerts
  • Impact by urgency priority matrix, editable per company
  • Routing by category and keywords, then round robin or load balanced with skills, skipping agents on leave
  • Parent and child tickets, merge, tasks, time entries and canned responses
  • Similar tickets and suggested articles, with a collision banner for agents

Service requests and catalogue

Offer a catalogue of what IT provides, with the right form and approvals for each item.

  • Catalogue items with forms built on the Forms engine
  • Approvals by manager, manager then IT, or a custom chain
  • Fulfilment tasks in sequence or in parallel
  • Bundles such as a new joiner kit that create one request per item
  • Joiner, mover and leaver requests raised from People events
  • Hardware tasks that check out a ready Workplace asset to the requester

Problems and changes

Remove root causes and change systems safely.

  • Problems linked to incidents, with five whys, workaround and permanent fix
  • Known-error articles shown to agents on matching incidents
  • Standard, normal and emergency changes with a weighted risk questionnaire
  • CAB approvals by risk, a change calendar, blackout windows and collision detection
  • Impact analysis from the CMDB, releases, and a deployment gate for CI/CD pipelines

CMDB and service map

Know what you run, how it connects, and what breaks if something fails.

  • Configuration item classes from business services down to end-user devices
  • Hardware items linked live to Workplace IT assets, never copied
  • Relationships such as depends on, runs on and hosted on
  • Impact view up to business services and dependency view down
  • CSV import with dry run, and a discovery API for agents to push items

Major incidents and on-call

Coordinate a serious outage and make sure someone is always reachable.

  • Declare from a P1 or P2 with a commander and communications lead
  • Sangam war-room channel and meeting room created automatically
  • Templated stakeholder updates and an internal service status board
  • Post-incident review with an automatic timeline and PDF export
  • Rotations, overrides and escalation policies; pages by push, in-app and an optional SMS hook
  • Monitoring alerts with de-duplication, and heartbeat checks

Portal, knowledge and SLAs

Help employees help themselves, and hold the desk to clear targets.

  • Portal with search, catalogue, my tickets, approvals, announcements and status
  • Virtual agent that answers from knowledge and the catalogue, with no paid AI
  • Knowledge articles with versions, review, translations and feedback
  • SLA and OLA clocks on business hours with People holiday calendars, pausing while pending
  • Escalations at 75 percent, breach and 150 percent; CSAT on resolve; reports on MTTR, SLA and change success
Built for India

Indian rules, built in

Calendars and defaults suit Indian offices.

How Thoshika handles Indian compliance

  • Business hours in IST with state holidays from People locations
  • Festive change freezes handled as blackout windows
  • Prices on catalogue items shown in rupees
Who uses it

Roles in IT Service Management

Every person signs in once. Roles decide what they see, and can be limited to a location, branch or other scope where the app supports it.

Employee

Raises, tracks and rates tickets, requests catalogue items, approves requests and reads knowledge.

IT agent

Works tickets for their groups, handles problems and tasks, edits the CMDB and acknowledges pages.

Change manager

Runs changes, CAB, the change calendar, blackout windows and releases.

ITSM admin

Sets up groups, SLAs, the catalogue, rules, knowledge approval, discovery tokens and reports.

Works with

Connected to the rest of Thoshika

Apps share one directory, one sign-in and the same records, so nothing is keyed in twice.

Workplace

Hardware configuration items read Workplace IT assets, and fulfilment can check out an asset.

People (HR and payroll)

Requesters, managers, holiday calendars, leave for routing, and joiner, mover and leaver events.

Sangam (chat and meetings)

Raise incidents from chat, and run major incidents in a war-room channel and meeting.

Forms and Workflows

Catalogue item forms are Forms definitions, and Forms rules can raise IT incidents.

Projects

Changes and problems can create Projects tasks and show their status.

On the roadmap

Planned work, not available today. Timing is not committed.

  • Visual designers for change workflows and rules
  • Network scan probe and ready-made cloud collectors
  • Vendor contract clocks and experience level agreements
  • Portal in Indian languages
  • Walk-up kiosk and document generation on requests

See IT Service Management with your own processes

IT Service Management is available on its own or as part of Thoshika One, with every app for every employee.

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