Absidion IT service management covers the entire service lifecycle. Incident and change management, configuration management database, requirements and tests, sprint delivery and reporting — in one system, without media breaks.
From the incident at the service desk through the change on a configuration item to the release in production: every step comes with a clear lifecycle, every transition documented.
Requirements, test runs, effort and risk assessments live on the same data trunk — analysable at any time, documented for audits.
From the first call to the service desk through the CMDB and test runner to the sprint burndown — every discipline is integrated end to end.
Tickets with arbitrary custom fields, freely definable lifecycle per ticket type and project, triage and federation between two service-desk instances.
Service asset & configuration management per ITIL 4: products, installations, licences and their relationships — traceable at any time.
Complete traceability from requirement through test case and test runner to the defect — aligned with IREB and ISO/IEC/IEEE 29119.
Sprint planning, effort capture and comprehensive analytics — from burndown via velocity to plan/actual hours.
More than thirty capabilities, grouped by the disciplines of the service lifecycle. Everything is part of the platform — nothing is a plug-in.
Incident, service request and change management aligned with ITIL 4.
Extend tickets of any category with any fields — exactly along your service processes.
Freely definable states and transitions per ticket type and project — from intake to closure.
Classify, prioritise and route incoming tickets to the right resolver group.
Structure tickets by service, category or component — with dynamically updated lists.
Measure, escalate and analyse response and resolution times per service and priority.
Turn solution know-how from incidents into a searchable knowledge base.
Interface for exchanging tickets between two service-desk instances — bidirectional and audit-proof.
End users record incidents and service requests on their own in your corporate design.
CMDB for products, installations and their relationships.
Capture and version hardware, software, services and licences in a structured way as CIs.
Track every installation per product, with version, location, owner and lifecycle status.
Visualise dependencies between CIs — from service to component — for impact and root cause.
Maintain licences and maintenance contracts directly on the CI — with deadlines and automatic reminders.
Document commissioning, operation and decommissioning of every CI in a traceable way.
From requirement to documented test run.
Capture, classify and prioritise requirements in a structured way following IREB practice.
Complete tracking from requirement via test case and defect to release.
Maintain test cases, pre- and post-conditions, expected results and test data centrally.
Assemble test suites and plans according to ISO/IEC/IEEE 29119 — versioned and releasable.
Log manual and assisted test runs, with step-by-step documentation.
Guided execution of test cases, optionally automated, with direct defect creation.
Create defects on the test run, track them to resolution and verify them repeatedly.
Agile delivery with clear plans and numbers.
Plan, execute and analyse IT and development projects hierarchically.
Plan backlog, sprint goals and capacity per iteration, assign stories and tasks.
Boards for daily stand-up, progress and blockers — in real time for the whole team.
Second-precise time tracking on tickets, tasks and projects — mobile and desktop.
Plan and release deployments — with reference to changes, CIs and test runs.
Steering, evidence and security in one hand.
Sprint and release burndown, velocity and forecast in always up-to-date analytics.
Match planned against captured effort at project, sprint and employee level.
Service KPIs per ITIL and ISO/IEC 20000 (MTTR, first-time fix, SLA fulfilment) live at a glance.
Audit-proof trail for tickets, changes, CIs and test runs — tamper-resistant.
Risk analyses per ISO 31000 with likelihood, impact and mitigations.
Fine-grained access per process, project and CI — in line with ISO/IEC 27001.
Connect to monitoring, CI/CD, Active Directory, identity providers and your finance systems.
IT service management interlocks with every other Absidion process. Requesters, contracts, inventory and procedures share the same data trunk — no double maintenance.
End customers, internal requesters and suppliers as contacts — with service history on the partner.
SLAs, maintenance and licence contracts linked to services and CIs.
Bring devices and stock into configuration management as CIs.
Visually model ticket lifecycles, approval flows and automation.
Design service-request forms and embed them in self-service.
Suggestions for categorisation, similar tickets and solutions from the knowledge base.
From any Absidion page, navigate to every other process and to the services that work across all of them.
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