AI Powered ITSM & Ticketing System
Manage incidents, service requests, changes and SLAs with an AI powered ITSM and ticketing platform built for fast resolution.
Your personal support executive.
Based on 1000+ feedbacks
AI Powered ITSM & Ticketing System for Faster Incident Resolution
An intelligent IT Service Management platform that helps your team capture incidents, raise tickets and resolve issues faster. With built-in AI assistance, agents get smart suggestions, summaries and quicker categorization for every ticket.
Manage incidents, changes, problems, assets, SLAs, knowledge base and reports from one cloud-based dashboard, with agent and ticket based plans that scale with your team.
ITSM Features
Everything your IT and support team needs to manage tickets, incidents and services in one place.
Complete ITSM Platform
A full IT service management suite covering tickets, changes, assets, communication, integrations, multi-tenancy and AI.
Incident Management
- Tickets via UI, customer portal, REST API, inbound email, website embed and monitoring alerts
- Priorities, statuses, assignment, watchers and tags
- Internal notes, custom ticket fields and export
- Auto-close and full ticket history
Problem & Change
- Problem Management — root cause, workaround, known errors, linked incidents
- Change Management — risk and plan capture
- Approval workflow (request → approve / reject)
- Change tasks tracked to completion
Knowledge & Service Portal
- Knowledge Base — articles, categories, tags, inline images
- Staff and customer visibility controls
- Service Portal & Catalog with catalog items
- Service requests with multi-level approvals
SLA, Reports & Feedback
- SLA Management — response and resolution targets with breach tracking
- Reports and analytics with export
- Post-resolution surveys and Feedback Analysis
- Usage & capacity metering against plan limits
Advanced ITSM
- Incident merge / split and major-incident command
- CAB meetings and change blackout windows
- CMDB assets with CI relationships
- Environments and deployments
Notifications & Communication
- Email (SMTP) with templates, placeholders, internal BCC and signature
- WhatsApp — Unofficial API, Official simple message and Official template with variable mapping
- Slack and Microsoft Teams event notifications
- In-app notification bell with unread counts
Integrations & API
- REST API — tickets, monitoring incidents, customer lookup, OAuth token and admin accounts
- OAuth clients with scoped tokens
- Signed webhooks (HMAC X-ITSM-Signature) with event subscriptions and retries
- Website embed (iFrame) with origin allow-list and signed form token
- Inbound email — IMAP polling and mail pipe, email-to-ticket with reply threading
AI & Governance
- AI assistant (OpenAI / Gemini) for replies and summaries
- AI governance with token and cost caps
- PII redaction
- Human-approval requirement controls
Why Choose DV Group ITSM?
A practical AI powered service desk designed for fast adoption and reliable support.
AI Powered
AI assistance helps agents categorize, summarize and respond to tickets faster.
24X7 Support
Get support through call, chat or email whenever your team needs help.
Smart pricing
Choose plans based on agent count and ticket capacity for your team.
Access from anywhere
Your agents can access the cloud ITSM platform from any device.
ITSM Plans
Choose an ITSM plan and billing cycle based on agents and tickets.
Smarter Service Desk with AI
ITSM works best when every incident, request and change is tracked with the right context.
A modern ITSM platform moves your team away from scattered emails and missed requests to a structured ticketing workflow. Agents can capture incidents, assign work, follow SLAs and resolve issues with a complete history.
With AI assistance, knowledge base, reporting and asset tracking, management gets better visibility while agents get a faster, simpler daily workflow.
Ticket Workflow
Capture, assign and resolve tickets with clear status and ownership.
SLA Tracking
Monitor response and resolution times against your SLAs.
Knowledge Base
Reuse solutions and guides to resolve repeat issues faster.
Reports
Review performance, volumes and satisfaction with useful reports.
Live Demo
Explore the AI powered ITSM platform with ready demo logins for Owner and Agent.
Full access to accounts, plans, agents, roles, settings, integrations and reports.
Agent access to tickets, incidents, problems, changes, tasks and knowledge base.
ITSM FAQs
Helpful answers about AI powered ITSM, ticketing and incident management.
ITSM (IT Service Management) software helps teams manage incidents, service requests, changes, problems, assets and SLAs from one platform so IT support stays organized, measurable and faster. DV Group ITSM is a cloud-based, AI powered ITSM and ticketing system built for IT teams, MSPs and support desks.
An AI powered ticketing system uses AI to categorize, summarize and draft replies to tickets faster, so agents resolve incidents quickly while keeping a clear audit trail. DV Group ITSM includes an AI assistant (OpenAI or Gemini) with governance controls such as token and cost caps, PII redaction and human-approval requirements.
A help desk mainly handles support tickets and customer queries, while ITSM software covers the full IT service lifecycle - incident, problem, change, release, knowledge, service catalog, SLA and asset (CMDB) management. ITSM is the better choice when you need structured IT processes, not just ticket replies.
Incident management is the process of capturing, prioritizing, assigning and resolving issues that disrupt a service. DV Group ITSM lets you create incidents from the UI, customer portal, REST API, inbound email, website embed or monitoring alerts, with priorities, statuses, assignment, watchers, tags, internal notes, SLA tracking and incident merge, split and major-incident command.
Yes. DV Group ITSM supports problem management (root cause, workaround, known errors), change management with a request to approve or reject approval workflow and CAB meetings, plus release management to group changes across environments and deployments.
Yes. The ITSM tracks SLA response and resolution targets with breach tracking, and provides reports and analytics with export, post-resolution surveys and Feedback Analysis so you can monitor response times, resolution and customer satisfaction.
Yes. DV Group ITSM sends notifications over email (SMTP) with templates and signatures, WhatsApp (unofficial API, official simple message and official template with variable mapping), and Slack and Microsoft Teams event notifications, plus an in-app notification bell with unread counts.
Yes. The ITSM provides a REST API for tickets, monitoring incidents and customers, OAuth clients with scoped tokens, and signed webhooks (HMAC) with event subscriptions and retries. You can also embed a ticket form on your website using an iFrame with an origin allow-list and signed form token.
Yes. DV Group ITSM is fully cloud based and mobile friendly, with isolated multi-tenant accounts, custom roles and granular permissions, scoped API access and AI governance for data protection. Agents can securely access the platform from any device.
ITSM plans are priced by the number of agents and ticket capacity, with billing cycles from 1 month up to 36 months and better monthly pricing on longer cycles. A live demo is available with ready Owner and Agent logins so you can explore the platform before buying.
AI powered ITSM is ideal for IT teams, managed service providers (MSPs), internal help desks and growing businesses that need structured incident, change and problem management with SLA tracking. DV Group ITSM scales from small support teams to multi-department IT operations with agent and ticket based plans.
Yes. You can renew your ITSM plan anytime from the client area before or after expiry to keep your service active without losing data, using the same plan and billing cycle.