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PulseGrid 365

Service Desk / ITSM

Turn every issue into owned, tracked resolution.

Incident and ticket management where each issue can carry the asset, event and team context needed to resolve it.

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PulseGrid 365 · Service desk
PulseGrid 365 service management overview with open tickets, overdue work and SLA compliance
  1. 1Open, overdue and SLA state at a glance
  2. 2What service work needs handling first
  3. 3Tickets by priority, requester and due date

What you get

From detection to accountable resolution.

The incident opens with the affected asset attached, is prioritised and assigned, and its SLA starts counting.

Priority
Impact and urgency set what is handled first.
Assignment
Teams and individuals accountable for each ticket.
SLA
Response and resolution targets, with breach visibility.
History
Comments, tasks and escalations retained on the ticket.

Service operations

From detection to retained history.

Each step is tracked, so nothing depends on someone remembering to follow up.

  1. 01

    Detect

    An event or a report.

  2. 02

    Create

    Manually or from an event.

  3. 03

    Prioritize

    Severity and impact.

  4. 04

    Assign

    Team and owner.

  5. 05

    Track SLA

    Targets and due dates.

  6. 06

    Resolve

    Work to closure.

  7. 07

    Retain

    Full history kept.

Capabilities

What Service Desk / ITSM covers

Tickets and tasks
Manage incidents with tasks, watchers, attachments and threads.
SLA policies
Define response and resolution targets per priority.
Escalation
Escalate tickets at risk of breaching their targets.
Teams
Organise agents into teams and route work to them.
Knowledge base
Capture answers so repeat issues resolve faster.
Asset-linked incidents
See an asset's incident history from its record.

Connected modules

Stronger together.

Service Desk / ITSM shares its records with the rest of the platform. See the assets behind each incident, events that raise incidents, and rules that automate the routine.

  1. MonitorInfrastructure MonitoringSee infrastructure health before operators start searching for context.
  2. ManageAsset Management & CMDBKnow what the asset is, where it is and what has happened to it.
  3. AutomateAutomationTurn operational signals into action, the same way every time.

FAQ

Common questions

Can infrastructure events create service incidents?

Yes, according to the workflows you configure. Incidents can also be created manually.

How does PulseGrid 365 support asset lifecycle management?

Asset records track status, assignment, location, warranty and history so you can follow an asset from acquisition to retirement.

What role does automation play?

Automation connects events, rules, notifications and service workflows so routine operational steps happen consistently. It acts within the rules you configure.

See PulseGrid in action

See how PulseGrid 365 fits your operational environment.

Tell us about your infrastructure and how your teams respond today. We will arrange a walkthrough focused on your priorities.

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