Run the entire IT service lifecycle on one metadata core — incident, problem, change, request and knowledge — with AI triage, impact×urgency prioritization and SLA clocks that never miss.
ITSM on Zyvark One unifies every IT process into a single, governed system of action. Incidents, problems, changes, service requests and knowledge are all records on the same metadata core, so context follows the work instead of getting lost between tools.
Priority is computed the way ITIL intends — impact × urgency — and SLA timers start, pause and breach against real business schedules. The Triage Agent reads each new ticket, classifies it, sets priority and routes it before a human ever opens the queue.
Capture, categorize and resolve outages fast. Auto-priority from impact × urgency, major-incident promotion and live SLA clocks on every record.
Link recurring incidents to a root cause, track known errors and workarounds, and close the loop with permanent fixes.
Risk-scored change requests with implementation and backout plans, approval policies and a change calendar to avoid collisions.
AI-drafted articles from resolved tickets, version control and deflection at the point of need — search before you raise a ticket.
Productized request items with fulfilment workflows, approvals and tasks — every request becomes a tracked, automated journey.
Per-priority response and resolution targets against business schedules, with at-risk warnings and full breach auditing.
Every process is a configurable state machine — built visually, governed by approvals and SLAs, with no code.
Ticket created via portal, email, chat or API. Triage Agent classifies and sets priority instantly.
Routed to the right group by category, CI and skills. SLA clock starts on a business schedule.
Resolution Agent suggests fixes from past tickets and KB; acts on approved low-risk steps.
Fix recorded, knowledge candidate drafted, requester notified for confirmation.
Confirmed and closed. Metrics, CSAT and audit trail rolled up to the Control Tower.
Specialist agents work this module with business context and the exact permissions of a human in the role — planning, retrieving grounded context, and acting through governed tools under human-in-the-loop control.
Meet the agents →Categorizes, prioritizes and routes every incoming incident the moment it lands.
Resolves common requests end-to-end — password resets, access grants, FAQs — with approval for side-effects.
Drafts implementation and backout plans plus a risk assessment for every change.
Turns resolved tickets into KB articles and flags stale content for review.
AI triage and suggested fixes cut time-to-resolve and keep agents out of the queue-sorting business.
SLA timers warn before they breach, so escalation happens proactively, not in the post-mortem.
Every resolved ticket feeds the knowledge base, so the next requester deflects instead of raising a ticket.
Priority is derived from an impact × urgency matrix, exactly as ITIL prescribes. You configure the matrix; the platform computes priority automatically on every incident.
Yes. SLA definitions attach to business schedules, so clocks pause outside working hours and only breach against committed service windows.
Only within policy. The Resolution Agent runs at 'assist' autonomy by default — it acts on low-risk, approved steps and every action is logged and reversible.
Change requests carry risk scores, implementation/backout plans and approval policies, with a change calendar to prevent conflicting windows.
IT Service Management shares the same metadata core as the rest of Zyvark One, so it connects natively to:
The single source of truth for services, CIs and relationships that grounds every other module.
Event correlation into actionable alerts, service maps and noise reduction that feeds incident management.
Productized request items with approvals, fulfilment workflows and tasks — every request a tracked journey.
Explore a fully-seeded demo tenant — live records, SLAs, agents and the Control Tower, all on one metadata core.