Ticketing / IT Service Management (ITSM)
A service management platform that records incidents, requests and changes in one place, with clear ownership, deadlines and a history you can audit.
- NIST CSF 2.0 functions
- Respond
- Relevant for
-
- Banking and financial services
- Telecommunications
- Government and public sector
- Oil and gas
Overview
When incidents and requests arrive by phone, email and chat, work gets lost, deadlines slip and nobody can say how often the same problem returns. In a security incident, a missing record can cost hours.
We help you set up one place where every issue is logged, owned and tracked, and where alerts from your monitoring and security tools become work for the right team.
What you get
- Every incident, request and change recorded with an owner and a deadline
- Security alerts turned into tickets that reach the right team
- A history of who did what and when, for investigations and audits
- Management reports on workload, delays and recurring problems
What we cover
- Incident, request, problem and change workflows
- Service catalog and approval flows
- Security incident handling and escalation
- Integration with monitoring, SIEM and asset tools
- Service levels, notifications and reporting
- Knowledge base and self-service portal
How we work
-
Define
We map your current processes, teams and service levels, and agree what the platform must support.
-
Design
We design workflows, forms, roles and integrations, using ITIL practices where they help.
-
Configure
We configure the platform, connect monitoring and security tools and migrate open tickets.
-
Hand over
We train agents, managers and administrators, and document how workflows are changed.
Deliverables
- Process and workflow design
- Configured ITSM platform with integrations
- Security incident workflow
- Training and administrator documentation
Questions buyers ask
Can the same platform handle security incidents?
Yes. We add a security incident workflow with the right access controls, so sensitive cases are visible only to those who handle them.
Do we need to follow ITIL?
No. We borrow the practices that fit your organization and leave out the rest, so the platform supports how your teams actually work.
Related offerings
-
Security Information & Event Management (SIEM)
Central collection, correlation and investigation of security logs, with use cases built around your real risks and regulatory needs.
NIST CSF function: Detect NIST CSF function: Respond -
IT Strategy and Advisory
Independent advice on IT strategy, architecture, vendor selection and tenders, so technology investments meet business goals.
NIST CSF function: Govern -
Cyber Crisis Tabletop Exercises
Realistic incident scenarios run with technical and management teams to test plans, decisions and communication before a real crisis.
NIST CSF function: Respond NIST CSF function: Recover