IT Service Management module — ITSM

ITSM software to run your support desk and IT assets

eyeot's IT Service module delivers complete ITSM, inspired by GLPI and aligned with the ITIL framework: tickets, knowledge base, SLAs, asset inventory, software, licenses and contracts. Everything is centralized in your ERP, with no extra tool, so you can resolve requests faster and keep control of your IT estate.

For IT managers, internal help desks and managed-service providers at small and mid-sized businesses who want to professionalize support, track their service commitments and inventory their assets without deploying a dedicated ITSM suite.

What you can do

ITIL tickets: incidents, problems, changes

Every request is tracked under a unique reference (TK-YYYYMMDD-NNNN) and follows a status workflow (new → in progress → resolved). Recurring incidents can be promoted to problems, and changes go through an approval step before deployment.

Configurable SLAs and escalation

Set your service commitments by priority (P1 to P4) and by category. Response and resolution deadlines are calculated automatically, and a ticket not handled in time is escalated, manually or via the scheduler.

Full-text knowledge base

Capture solutions in articles organized by category, with full-text search and automatic suggestions when a ticket is created, to speed up resolution.

IT assets and CMDB

Inventory workstations, servers and mobile devices, their relationships and their site. A multi-OS discovery script (macOS, Linux, Windows) and automated deployment keep the inventory up to date.

Software and licenses

Maintain a software catalog and track licenses, their keys and their assignments to devices, to stay compliant and anticipate renewals.

Vendor IT contracts

Centralize maintenance and support contracts, link them to the relevant assets and licenses, and keep visibility on expiry dates.

Satisfaction and ITSM dashboard

A satisfaction survey (CSAT) is offered after resolution, and the dashboard tracks resolution time, SLA compliance, trends and breakdown by category.

Works with your other modules

  • Maintenance — an IT ticket can be linked to a piece of equipment (IT/OT convergence)
  • Notifications — SLA escalations and assignments in real time
  • Intelligence — SLA scoring, MTTR and resolution rate
  • DMS — attachments for knowledge base articles
  • HR — ticket assignment to technicians via the employee directory
  • Integrations — 'ticket resolved' webhooks and Slack actions (claim/create a ticket)

Frequently asked questions

What is ITSM software and what is it for?
ITSM (IT Service Management) software centralizes IT support management: logging and tracking tickets (incidents and requests), meeting deadlines through SLAs, capturing solutions in a knowledge base, and inventorying assets, software and contracts. eyeot covers these areas with an approach inspired by GLPI and the ITIL framework.
Is the module built into the ERP, or do I need a separate tool?
It is built into the eyeot core platform and can be enabled per organization. It shares the user directory, notifications and the DMS with the rest of the ERP: no second tool and no double entry to assign a technician, attach a document or report an incident.
How do SLAs and escalation work?
You define SLA policies by priority and category. When a ticket is opened, response and resolution deadlines are calculated automatically. A ticket that exceeds its deadline can be escalated manually, and the scheduler triggers the related escalations and notifications.
Can assets and licenses be inventoried automatically?
Yes. A multi-OS discovery script (macOS, Linux, Windows) and automated deployment feed the asset inventory. You then track installed software, licenses, their keys and their assignments per device.
Can an employee create a ticket without full access to the module?
Yes. A requester can report an incident via the reporting widget and is notified when their ticket moves to resolved or closed. Access is managed through permissions (read, write) to distinguish requesters, technicians and asset administrators.
Does the module handle ITIL changes and problems?
Yes. Beyond incidents, you can document problems (recurring root causes) and changes subject to approval: an approved change is scheduled and triggers the necessary notifications to the teams involved.

Go further

Maintenance (CMMS)Cross-module intelligenceDocument managementERP

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eyeot is a French all-in-one ERP for small and mid-sized businesses, hosted in France and GDPR-compliant. Free for individuals (1 user, every module); simple team packs for companies.

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