EtherITSM
Every ITIL practice, properly integrated.
No add-on modules, no separate databases, no per-feature SKUs. Every practice on one platform, with one set of permissions, one audit log, and a catalogue your team shapes from inside the product.
CMDB graph rendered here in production. Data sourced live from CMDB collection.
Incidents on a clear queue. SLA timers that pause when they should.
A priority matrix you can tune per tenant. Auto-link to known errors. Pause SLA on customer waits. Resolve, request CSAT, move on.
- Priority matrix (impact × urgency) configured per tenant
- Pause-and-resume timers across business-hour calendars
- Auto-link to PRB and KEDB by category and signature
- Full audit trail on every status, assignee, and field change
Change without surprise. CAB approval without ceremony.
Normal, standard, and emergency changes with the right rituals for each. Conflict detection on the calendar. Post-implementation reviews on the same record.
- Change types with separate approval policies and lead times
- CAB approvals with conditional escalation paths
- Calendar conflict detection on overlapping windows
- Post-implementation review baked into closure
A CMDB you can audit, not just admire.
A configuration database that answers the question every change manager asks: what depends on this. Type your own CIs, define your own relationships, import in bulk from CSV.
- Configuration item types you define, with custom attributes
- Directed relationships and dependency mapping
- Upstream and downstream impact at a glance, before the change goes in
- CSV import with a preview-and-validate step before any rows load
One platform, every customer environment.
Run the service desk for ten customers — or ten internal departments — from one platform. Each gets its own portal and brand, its own SLA policies. None sees the others.
- Up to five branded portals under one billing parent on Business
- Per-tenant SLA policies, business hours, and entitlements
- Tenant switcher for operators who need to cross customer boundaries
- Per-tenant contacts, organisations, and approval routing