IT Service Management
An IT service desk inside your ERP.
Staff raise incidents and requests from a self-service portal; UPAX sets the priority, routes the ticket, runs the SLA clock on business hours and escalates before it breaches — with problems, changes and the configuration register on the same data.
What changes
IT Service Management with UPAX.
Service desk, request catalogue, SLA clocks, problems, changes, CAB and CMDB.
Targets met, visibly
Every ticket shows its SLA clock and every breach is recorded.
Fewer repeat incidents
Problems fix causes, not just symptoms.
Safer changes
Impact, approval and rollback are known before work starts.
The controlled flow
Every step approved, recorded and connected.
- Portal
- Priority P1–P4
- Routing
- SLA clock
- Resolution
- Problem
- Change & CAB
- Closed
Each step runs on the UPAX workflow engine: the approver is resolved from your approval matrix, the action is written to the hash-chained audit trail, and the next step starts automatically.
Features
What IT Service Management includes.
Self-service portal and catalogue
Staff raise incidents and catalogue requests with validated forms, see their own devices and follow every ticket; requests needing a line manager are approved first.
Priority by impact and urgency
Impact × urgency sets P1 to P4, and the ticket goes straight to the right support group.
SLA clocks on business hours
Response and resolution targets per priority, counted on the desk calendar; on-hold time pauses the clock, and breaches and 75% warnings reach the right people automatically.
Problems and known errors
Raise a problem from recurring incidents, record the root cause and workaround, and every linked open incident is updated at once.
Change management with CAB
Changes carry the reason, plan, rollback, window and affected items, with risk-based approval by the change advisory board; a successful change can resolve its problem.
Configuration register (CMDB)
Devices, systems, applications and licences with owners, warranty and relationships, so the impact of a fault or change is visible before it happens.
Industries
Where it matters most.
Works with
Connected modules.
Does UPAX include an IT helpdesk?
Yes. The IT service management module provides a service desk with a self-service portal, a request catalogue, SLA clocks by priority, problem and change management and a configuration register, using the same users and approvals as the rest of the ERP.
How are IT ticket priorities set?
From impact (one person, a group, or a whole site) and urgency (work stopped, degraded, or can wait), through a configurable P1–P4 matrix. Each priority has its own response and resolution targets.
Which plan includes IT service management?
IT service management is included in the Enterprise plan.
See IT Service Management run on your data.
A guided walkthrough built on your own procurement, finance and project scenarios.