Available now
Qivity ITOPS — the IT service desk and CMDB on one record
Incidents, service requests, problems and changes with SLA clocks that follow your business hours, a CMDB with typed relationships and impact analysis, a self-service portal and a reviewed knowledge base — built so the desk can move fast without anyone approving their own change.
What is inside
Service management and configuration, one platform
Every ticket can point at the configuration item it affects, and every item shows what depends on it.
Incidents
Impact × urgency priority, two-level categories, SLA clocks, automatic assignment and major incident management.
On this pageService catalogue and requests
Versioned request forms with multi-step approval policies and separation of duties.
Problems and known errors
Root cause and workaround, with a known error turned into a knowledge-article draft.
Change management
Risk questionnaires, policies per risk, standard and emergency changes, freeze windows and conflict checks.
On this pageCMDB and service maps
Configuration item classes, typed relationships, service maps and impact analysis.
On this pageSLAs and business hours
Response and resolution clocks on business calendars and holidays, with warnings, breaches and automation rules on them.
On this pageSelf-service portal
Callers report, follow, reply, reopen and confirm, browse the catalogue and search the knowledge base.
Knowledge base
Reviewed, versioned articles, with who may read each one enforced in the database query.
Email to ticket
Your own IMAP mailbox: new mail opens an incident, and replies carrying a signed reference land on the right ticket.
On this pageDesk tooling
Worklogs, reply and incident templates, custom fields, scheduled tickets, announcements and approval delegation.
On this pageDiscovery and data quality
Staging, matching and reconciliation of discovered items, with quality scores, stale and duplicate checks, and review campaigns.
On this pageReports and satisfaction
Eighteen reports, time spent and customer satisfaction among them, on a charted dashboard.
Incidents and SLAs
Every incident on a clock that knows your week
Priority comes from impact and urgency, the clock runs on business calendars, and automation acts on warnings and breaches — without any rule running code or calling a URL.
| Capability | How it works |
|---|---|
| Priority | An impact × urgency matrix, two-level categories and fixed states |
| Assignment | Per support group: manual, round robin or least loaded, skipping people recorded as away |
| SLA clocks | Response and resolution targets on business calendars and holidays, with warnings and breaches |
| Automation | Rules on create, SLA warned and SLA breached, from a fixed vocabulary of actions |
| Major incidents | Declared by an incident manager: P1, a named major incident manager, broadcast updates and a stand-down |
| Satisfaction | One rating from 1 to 5 per incident or request, from the person it was for — off by default |
Duplicates closed with their original
Marking an incident a duplicate resolves it, links it and closes it with its original. Two tickets are never merged into one record.
Agents resolve, callers confirm
Agents resolve; managers and callers close, and a caller can reopen what was not actually fixed.
Change management
Changes that cannot approve themselves
Every change answers a risk questionnaire, the risk picks the approval policy, and the change calendar shows what collides with a freeze window or another change.
Standard and emergency changes
Standard changes from templates, and emergency changes alongside the normal path.
Separation of duties
Nobody approves a change they asked for or will carry out — and a delegate standing in for an approver is held to the same rule.
Freeze windows and conflicts
The calendar shows freeze windows and overlapping changes before anything is scheduled.
Impact before approval
A change on a configuration item shows what depends on it, from the same impact analysis as the CMDB.
CMDB
A configuration database you can trust in an outage
Configuration items have classes, typed relationships and an impact direction on each relationship type, so the service map answers the question that matters during an outage: what else is affected?
Impact in the right direction
Each relationship type says whether impact flows forward, in reverse, both ways or not at all, and the analysis follows it.
Discovery without network scans
Uploads and connectors are staged, matched on each class’s identity key and reconciled field by field, with conflicts left for a person to decide.
Data quality scored
Items are scored for quality, flagged when stale or duplicated, and pulled into review campaigns.
Assets from Qivity ITAM
With ITAM connected, configuration items and tickets link to the real asset record, and the asset shows its ticket history.
Desk tooling
The tools a service desk uses all day
Time spent, reply templates, custom fields, scheduled tickets and incoming mail — each built so it cannot leak data or create the same work twice.
Worklogs
Billable or not, logged for yourself or a colleague, voided with a reason and never edited, and reported as time spent on tickets.
Scheduled tickets
Preventive work once, daily, weekly or monthly in your time zone. One ticket per occurrence, and a missed run raises one ticket, not a backlog.
Incoming mail, locked down
IMAP over TLS with the password sealed. Replies need an unguessable reference and a sender on the ticket; auto-replies, bounces and bulk mail are ignored.
Announcements
Information, warning or outage notices for everyone or staff only, with a scheduled start and end.
Integrations
Connections to other Qivity products
Each connection is optional and switched on by your organization. Disconnecting one never deletes data.
HRMSCRMCSMAccountsITAMITOPSWMS
One people directory for every product
Departments, locations, managers, joiners and leavers come from HRMS instead of being typed into each product.
ITAM↔ITOPS
Assets behind every ticket
ITOPS links configuration items and tickets to ITAM assets, and each asset shows the incidents raised against it.
Works alone, or with ITAM and HRMS
ITOPS is complete on its own. With Qivity ITAM it links configuration items and tickets to real assets. With Qivity HRMS it shows each requester’s department, location and manager, routes manager approvals, and opens onboarding and offboarding requests for joiners and leavers.
Sign-in is through the central Qivity identity service. Roles are scoped to own, group or all, custom roles can be built, and every change is in an append-only audit log. Outgoing mail goes only through your organization’s own SMTP server.
Questions people actually ask
Does ITOPS include a CMDB?
Yes. Configuration item classes, typed relationships with an impact direction, service maps, and impact analysis for incidents and changes are part of the product.
Can people raise tickets by email?
Yes, through your organization’s own IMAP mailbox. By default only colleagues who sign in can open incidents by mail; unknown senders are opt-in, can be limited to listed domains, and are rate-limited.
How are tickets assigned automatically?
Per support group, as manual, round robin or least loaded. People recorded as away are skipped, and a ticket nobody can take stays in the queue with a timeline entry.
Does it scan our network?
No. Discovery works from uploads and connectors, matched and reconciled with conflicts left for a person to decide. ITOPS never scans networks.
Is there release or project management?
Not as separate modules. Changes, the change calendar and tasks cover releases today.
Does it work without Qivity ITAM?
Yes. ITOPS works fully on its own. Connecting ITAM adds real asset records behind configuration items and tickets.
Also on the platform
Bring your pipeline. We’ll bring a laptop.
Twenty minutes, on your data — not a canned demo. If we are the wrong fit, we will say so on the call.