ITSM and ITAM
Service desk and asset management in one application
OpsCloud365 brings IT service management based on ITIL 4 and IT asset management together in a single web application. Incidents, service requests, problems and changes on one side; hardware, software licences, contracts and procurement on the other. Within OpsCloud365, service desk and asset management share the same master data, so a ticket knows which device is affected and an asset knows which tickets were raised for it.
- Practices based on ITIL 4
- Asset management oriented on ISO/IEC 19770
- 19 predefined roles with a permission matrix
- Custom fields for 17 entity types
- User interface in English and German, more languages to follow
The products are currently available in German and English; further languages will follow soon.
Who OpsCloud365 is built for
Service desk teams
Agents and managers work incidents, requests, problems and changes in one interface, with SLA status, tasks, approvals and a complete history per record.
Asset and licence owners
Hardware lifecycle, depreciation, licence compliance, contracts and purchase orders in one place, without keeping a spreadsheet on the side.
Everyone else in the organisation
In the self-service portal, staff report incidents, order services from the catalogue, follow their tickets and find answers in the knowledge base.
What OpsCloud365 does
All images show the real application with fictitious demo data. Click any screen to view it at full size.
Incident management
Priority from the matrix, deadlines from the SLA
Impact and urgency determine the priority. Response and resolution deadlines are calculated from the SLA of the affected service, within business hours. The on-hold status pauses the clock, and major incidents are shown in the portal as current outages.
- Workflow from New through Assigned, In progress and On hold to Resolved and Closed
- Resolution codes, reopen counter, satisfaction survey and automatic closure
- Links to problems, changes, configuration items, assets and knowledge articles
Change enablement
Standard, normal, emergency – with CAB and calendar
Changes move through assessment, authorisation, scheduling, implementation and review. Normal changes require CAB approval, emergency changes a single approval. The change calendar shows the forward schedule of change and flags overlapping time windows as conflicts.
- Implementation, backout, test and communication plans before authorisation
- Risk assessment, expected downtime and a post-implementation review with closure code
- Releases bundle several changes with a version, planned date and release notes
Service requests
A catalogue people actually order from
Orderable services with description, price, lead time and approval rule. Every item has its own order form. Approval goes to the line manager, a group or a named person; after that, the fulfilment group takes over.
- Hardware, software, access and services grouped in categories
- Decisions under “My approvals”; rejections require a comment
- Quantity, price, default priority and visibility per catalogue item
CMDB
Relationships that make impact visible
Configuration items carry a type, environment, criticality, service and location. Relationships such as “runs on” or “depends on” feed a transitive impact analysis: which services are affected if this server goes down?
- CI types for servers, applications, databases, network devices and cloud resources
- Links to assets from asset management
- Owner and support group per configuration item
IT asset management
From purchase to disposal
Every asset follows a lifecycle: requested, ordered, in stock, deployed, in maintenance, retired, disposed. Check-outs and check-ins are recorded, and the financials with depreciation and book value sit right on the device record.
- Straight-line or declining-balance depreciation and a fixed asset register
- Maintenance records with vendor, cost and the incident that triggered them
- Audits per location by scanning or typing asset tags
Software and licences
Entitlements versus consumption
Licence compliance compares the seats you bought with installations and assignments for each product. The result is one status per product: compliant, under-licensed, over-licensed, expired or not monitored.
- Licences with seats, cost, expiry date and the related contract
- Contracts with term, notice period and renewal warning
- Purchase orders with goods receipt that creates hardware assets in stock automatically
Reporting
Reports and dashboards you can adapt yourself
Predefined reports and interactive dashboards for ITSM and ITAM are included. The report designer and the dashboard designer let you modify the templates or build your own analyses on the application data. Definitions are stored in the database.
- Export to PDF, Excel and Word
- Drill-down and filtering in dashboards
- Output in the language of the current session
Customisation and administration
Custom fields without development
The field editor adds your own fields to incidents, assets, contracts and further entity types: text, number, date, dropdown, user, URL and more, with required flag, validation, help text and section. The fields appear immediately in forms, lists and the portal.
- Permission matrix with 19 predefined roles and any number of your own
- Categories, groups, locations, departments, cost centres, SLAs and priority matrix
- Complete audit log: who changed which value, and when
Self-service portal
For everyone who does not want to learn a ticket tool
Staff describe a problem in plain language, pick their device if needed, attach files and get matching knowledge articles suggested while they type. Catalogue orders, their own tickets and current outages are on one page.
- Confirm a solution or reopen the ticket
- Rate how the ticket was handled
- Knowledge base with search and article ratings
Gallery
OpsCloud365 in pictures
Every area of the application with fictitious demo data. Filter by area; a click opens the view at full size.
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Home page with key figures, tasks and activity -
Incident list with quick filters -
Incident detail with SLA panel and major incident flag -
Service requests from the catalogue -
Problem list with known errors -
Problem detail with root cause analysis and workaround -
Change list with type, risk and status -
Change calendar (forward schedule of change) -
Releases bundle several changes -
Knowledge base with review workflow -
Knowledge article with visibility and version -
My tasks from all records -
My approvals -
Global search across all records -
Services with owner, SLA and criticality -
Service catalogue with prices and lead times -
Configuration item with relationships and impact analysis -
Asset list with lifecycle filters -
Asset detail with financials and custom fields -
Software products and licence models -
Software product with licences and installations -
Licence compliance per product -
Contracts with term and notice period -
Contract detail with assigned assets -
Vendors and manufacturers -
Purchase orders -
Purchase order with goods receipt -
Consumables with minimum stock -
Asset audit per location -
ITSM overview dashboard -
ITAM overview dashboard -
Dashboard designer -
Reports with export to PDF, Excel and Word -
Report designer -
Users, roles and managers -
Permission matrix per role -
Field editor for custom fields -
SLAs, priority matrix and business hours -
Manage the service catalogue -
Audit log of all changes -
Portal home for staff -
Report an incident with article suggestions -
Order a service -
My tickets in the portal
Operations and data protection
On a platform that fits your requirements
If you prefer not to run it yourself, we operate OpsCloud365 for you on a cloud platform that we select together with you and record in the contract. Which region, platform and organisational measures match your data protection requirements and an EU-compliant operation is something we clarify up front. We do not make blanket promises; we agree the points that apply to you.
- Platform, region and operating model are defined per customer
- Requirements from the GDPR and your internal policies become part of the agreement
- Using the software does not replace your own compliance assessment; it supports it
Bringing your inventory along
Your asset and CMDB data does not have to be entered again. We import existing inventories from other systems, through standard routes or individually by arrangement, and set up a regular synchronisation on request.
- Microsoft Configuration Manager (SCCM / Endpoint Configuration Manager) and Microsoft Intune
- Products of other vendors, provided the database or an interface is accessible
- Regular synchronisation of asset and CMDB data instead of a one-off import
Offer and collaboration
No off-the-shelf price, no off-the-shelf configuration
Every enquiry starts with a conversation. We clarify your requirements for hosting, data security and scope and turn them into an offer that fits you.
All enquiries go by email or phone. A person will get back to you.
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Individual offer instead of list price
You will not find standard prices on this website. Every offer reflects platform, data security, number of users and the level of support you want.
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No self-registration
There is no online account to create. Access to our products is set up by arrangement, so that operations and data protection are settled from the start.
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Demo and demo installation by arrangement
We demonstrate the products using your workflows and set up a demo installation on request. Platform and scope are agreed beforehand.
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Configuration to fit
Roles, fields, catalogues, policies and operating parameters are tailored to your organisation, not copied from a template.
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Operation and maintenance as a managed service
We maintain your installation on any agreed platform as a managed service: updates, monitoring, adjustments and a named contact.
See OpsCloud365 with your own processes
We walk you through the application using your workflows, set up a demo installation by arrangement and clarify which operating model fits. Send us an email or give us a call.