EtherITSM
Run a calmer service desk.
EtherITSM is a UK-hosted, ITIL-aligned service management platform delivered as SaaS. Incidents, problems, changes, requests, and a full CMDB — multi-tenant by design, run from a UK datacentre by the people who built it.
Eleven ITIL practices, one platform.
Every module shipped with the same data model, the same RBAC, and the same audit trail. No per-module add-ons, no surprise upcharges.
Incidents on a clear queue
Priority matrix, paused SLA timers, full audit trail. The queue tells you what to do next without a workshop.
Change without surprise
Normal, standard, and emergency types. CAB approvals, conflict detection, post-implementation reviews — the calendar reads at a glance.
See impact before the change
A configuration database that answers the question every change manager asks: what depends on this. CSV import, custom attributes you control, dependency mapping that reads at a glance.
Known errors, not folklore
Root-cause analysis with linked incidents and a searchable known-error database. The next person on call doesn't have to start from zero.
A catalogue your team shapes
Build the catalogue items, forms, and approval routes from inside the platform. Multi-step approvals run with SLAs attached. Half-resolved requests survive a deployment.
SLAs that pause when they should
Business hours, calendars, pause-and-resume on customer waits. Compliance reporting from the same source of truth as the timer.
What's shipped, and what's coming.
A UK-hosted ITSM with an honest changelog beats a long feature list on a slide. Here's where we are.
- Incident, problem, change, request — full ITIL lifecycles
- Major-incident workflow with stakeholder cascade and DORA-aligned timelines
- Service catalogue admin — categories, items, dynamic forms you control
- CMDB with custom configuration items and impact mapping
- Knowledge base with draft → review → publish workflow
- Multi-portal branding and white-label per tenant
- Per-tenant custom domains and subdomain routing
- SLA timers with business hours and pause-resume
- Auto-assignment rules and skills-based routing
- DORA compliance suite — incident classification, third-party register, reporting
- Project and portfolio management
- IT asset and software-licence tracking
- Email-to-ticket via Microsoft Graph and IMAP
- Microsoft Teams notifications with adaptive cards
- Slack and GitHub webhook integrations
- Custom report builder with column picker
- Role-based access control, full audit log, immediate session revocation
- Microsoft Entra ID single sign-on (OIDC wiring in flight)
- Entra ID group-based role assignment
- Public client-portal cross-product integrations
One platform. Every customer environment.
Up to five branded portals under one billing parent on Business. Each customer signs in to their own tenant, sees their own catalogue, and gets routed to the right team — without touching any other customer's data.
Per-tenant SLA policies, business hours, and entitlements. A platform-admin tenant switcher for the operator who needs to cross customer boundaries to do their job.
Read the security brief