Help Desk
Close the loop — findings become tracked tickets
A native ITSM service desk, not a bolt-on: incidents, problems, changes and requests, a service catalogue, a CMDB synced from the inventory, and an end-user portal. Vulnerability and pentest findings arrive as SLA-tracked tickets.
- 96% of tickets resolved inside their SLA; a breach escalates automatically to the next tier.
- 4.6/5 average requester satisfaction, collected when each ticket closes.
- 4 processes incidents, problems, changes and service requests, run the ITIL way in one desk.
Inside the service desk
Walk the service desk floor
Scroll to follow the work: incidents, a portal request approved, a problem fixed by a change, an SLA escalation, a KB answer.
Agent console
Tickets, throughput and SLA in one glance
Lifecycle, created-versus-resolved trend and SLA attainment for the whole desk, with breaches that escalate on their own.
Help Desk · service desk
Ticket lifecycle, throughput & SLA attainment
The ticket record
One ticket, every ITSM field
Number, process, priority from impact × urgency, category, team and assignee, the SLA for resolution, and the linked CI and vulnerability it was raised from — status advancing live.
Ticket HD-4471
Patch the Windows Print Spooler on dc-01
- Process
- Incident
- Priority
- Critical (P1)
- Impact
- High
- Urgency
- High
- Category
- Security
- Subcategory
- Vulnerability remediation
- Team
- SecOps
- Assignee
- A. Rahman
- Raised by
- CAIVA, from a finding
- Channel
- Automatic
Guided tour: step 1 of 4
Where the ticket is
- What it means
- New, acknowledged, in progress, resolved, closed.
- Why it matters
- Everyone sees the same status, so nobody has to chase.
- What to do
- The ticket closes only after the fix is verified.
ITSM processes
Incident, Problem, Change and Request — first-class
Each ITIL process is its own first-class object, so a recurring incident becomes a problem and then a governed change, not a ticket that reopens forever.
ITSM processes
Incident · Problem · Change · Request
- ✓IncidentPrint spooler fails on 3 hosts
- ✓ProblemRoot cause: unpatched spooler service
- ✓ChangePatch rollout scheduled · CAB approved
- 4ResolvedVerified across fleet · incidents closed
Service catalogue
A request for everything
Access, hardware, software and security offerings, each with its SLA and whether it needs approval — what a requester actually picks from.
Service catalogue
Request offerings · end-user portal
Access
- New application accessapproval8h
- VPN / remote accessapproval4h
- Shared mailbox1d
Hardware
- Laptop replacementapproval3d
- Monitor / peripherals2d
Software
- Licensed software installapproval1d
- Dev tooling request1d
Security
- Report a phishing email2h
- Request a security exceptionapproval2d
CMDB
Synced from the asset inventory
The configuration database mirrors the real estate instead of being hand-kept, so a change knows which business services depend on the asset it touches.
CMDB
Configuration items · synced from inventory
A vulnerability on fin-db-02 inherits the business services that depend on it — so impact is known before a change is approved.
End-user portal
Self-service, tracked to resolution
The requester raises or watches a ticket — including one auto-created from a finding — and sees it move from raised to resolved.
My requests
Self-service portal · end user
- RaisedAuto-created from finding VULN-2388
- AcknowledgedHelp desk picked it up · SLA started
- In progressPatch scheduled in next change window
- ResolvedFix verified by retest · closed
Change approvals
Change governance, recorded
Changes pass a Change Advisory Board before they touch a CI: type, risk and the approval chain, with emergency changes still on the record.
Change approvals
Change Advisory Board · governed, not ad-hoc
Emergency changes still pass the board — approvals are recorded in the audit log, never skipped.
See Help Desk on your estate
Tell us a little about your environment and we’ll put together a walkthrough tailored to it.
- Agentless discovery
- Real-world prioritisation
- Human-gated proof