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ModulesITSM

ITSM (IT Service Management)

The ITSM module provides structured IT service management workflows including change management, problem management, service requests, and asset management. It integrates natively with AtlasAI’s incident and automation systems.

Key Features

  • Change management — Create, review, and approve change requests with risk assessment and rollback plans
  • Problem management — Track recurring issues and link them to underlying problems for permanent resolution
  • Service catalog — Self-service portal for common IT requests (access provisioning, software installation, hardware requests)
  • SLA management — Define and track SLAs per service and priority level with automated escalation
  • Knowledge base — Searchable article repository integrated with the AI Copilot for instant answers
  • Asset management — Track hardware and software assets through their lifecycle
  • Approval workflows — Multi-level approval chains with escalation timers
  • External sync — Bidirectional sync with ServiceNow, Jira Service Management, and other ITSM platforms

How to Access

  • Operators / fulfillers — Navigate to ITSM in the left sidebar (Changes, Problems, catalog administration, dashboard).
  • End users (requesters) — Use the Self-Service Portal at /portal on the Tenant Plane. It reads the same service catalog as ITSM (GET /api/itsm/catalog). Step-by-step: Self-service portal & requester.

Catalog, workflows, and runbooks

  • The catalog does not require a runbook; fulfillment defaults to manual. Optional runbook fulfillment and optional ITSM approval definitions are configured on catalog items. See Workflows (ITSM vs automation).

Basic Usage

  1. Navigate to ITSM → Changes to create or review change requests
  2. Fill in the change details: type (standard, normal, emergency), risk level, implementation plan, and rollback plan
  3. Submit for approval — approvers are determined by the change’s risk level and affected services
  4. After approval, link the change to a maintenance window and execute
  5. Navigate to ITSM → Problems to create problem records for recurring incidents
  6. Admins: Use ITSM to create and publish catalog items; requesters consume them from /portal
  7. Track ITSM activity on the ITSM Dashboard (roles with ITSM access)
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