ITSM & Service Desk
Tickets, incidents, problems and change requests with SLAs, a service catalog and a knowledge base — connected to the same servers, devices and alerts your team monitors, so the context is always one click away.
Xentrio captures requests wherever they start, puts them in the right queue with the right priority, and keeps the SLA clock honest until they’re closed.
From a team email address, the self-service catalog, the client portal, or automatically from monitoring alerts.
Priority is set from the ITIL Impact × Urgency matrix, tickets are assigned to the right team, and the SLA clock starts.
Technicians see linked assets and history, escalations fire before an SLA is breached, and every action lands in the audit trail.
Xentrio covers the full service management lifecycle without bolting on separate modules or tools.
ITIL Impact × Urgency priority, assignment to people, teams or rules, internal notes, attachments, ticket merging and bulk actions.
Breach alerts, at-risk warnings and paused states, with escalation rules that notify managers or reassign tickets before an SLA is missed.
Give each team its own inbox: new emails become tickets assigned to the team, and replies are added to the right ticket automatically.
A major-incident workflow from detection to post-mortem, with related tickets linked for root-cause tracking.
Problem records tied to recurring incidents, root-cause analysis, known errors, and change requests created straight from the fix.
Requests for change with impact assessment, approval workflows, change tasks with owners and due dates, and CAB review.
A self-service catalog where users request IT services, with approvals and automatic ticket creation.
Searchable articles linked from tickets, kept internal or shared with clients and end users.
Monitoring alert rules can create tickets or incidents automatically, so a failing server is in the queue before a user calls.
Tickets connect to the asset inventory, so technicians see the server, workstation or device behind every request and its history.
Each customer is a fully isolated tenant with its own SLA policy, catalog, portal users and reports, all worked from one console.
Get incident, problem and change management working quickly, with the reporting to show how your service desk is performing.
ITSM (IT service management) software helps IT teams deliver and support services in a structured way: logging and prioritizing tickets, managing incidents, problems and changes, tracking SLAs, and offering a self-service catalog. Xentrio provides ITSM in the same platform as monitoring, patching and asset management.
Yes. Xentrio follows ITIL practices for incident, problem, change and request management, with priority set from an Impact × Urgency matrix, approval workflows for changes, and CAB review.
Yes. Each team can have its own inbound email address. New emails become tickets assigned to that team, and replies that include the ticket number are added to the existing ticket.
Every ticket shows its SLA progress and time remaining, with at-risk warnings and breach alerts. Escalation rules can notify managers or reassign a ticket before the SLA is missed, and each client company can have its own SLA policy.
Yes. Requests for change include an impact assessment, approval by a manager or team lead, change tasks with owners and due dates, and support for a Change Advisory Board process.
Yes. End users can request services from the self-service catalog, and client users can submit tickets through the portal. Knowledge base articles can be shared with them so they can find answers first.
A help desk focuses on handling tickets. ITSM covers the whole service lifecycle: incidents, problems, changes, SLAs, a service catalog and reporting. Xentrio includes all of it, and connects it to the infrastructure your team monitors.
Book a live demo and we’ll walk you through tickets, SLAs, changes and the service catalog, connected to your monitoring and assets.