Autessa IT Desk · ITSM + ITAM
ITSM and IT asset management, in one desk your whole company can use.
Autessa IT Desk is IT service management (ITSM) and IT asset management (ITAM) software. Your IT team works incidents, problems, changes and requests with SLAs in one Agent Workspace, employees get a self-service Help Center, and every laptop, license, vendor and contract is tracked in the same place, with an AI assistant built in. Use it out of the box, then shape it to how your company works in Autessa.
- ITSM
- IT asset management (ITAM)
- Service catalog
- Incident management
- Change management
- CMDB
- SLA management
- Software asset management (SAM)
- Knowledge base
- Vendor risk
The short answer
What is Autessa IT Desk?
Autessa IT Desk is a complete ITSM and IT asset management application for company IT teams. It covers the ITIL practices IT teams run every day, gives every employee a self-service portal, and keeps hardware, software, vendors and contracts in the same system as the tickets about them.
It is a complete ITIL service desk. Incidents get a priority from impact and urgency and SLA clocks that respect business hours. Changes go through a risk questionnaire and a Change Advisory Board. Requests become requested items and catalog tasks that close themselves when the work is done. Assets keep a history of every hand-over, and software seats are counted against what you bought.
Everything in IT Desk
Everything an IT team runs, in one desk.
Each capability has its own page with how it works, the options you can set, who can do what, and answers to the questions IT teams ask.
How it works
How does a ticket move through Autessa IT Desk?
From the moment someone says “it’s broken” to the article that stops it happening again, every step is a real record with a number, an owner and a clock.
- STEP 1Employee
Report
Priya reports “VPN keeps dropping” in the Help Center, or asks the assistant.
INC0001042 created - STEP 2IT Desk
Route
Assignment rules send it to Service Desk; the priority matrix makes it P2; two SLA clocks start.
P2 · response 4h · resolution 1d - STEP 3IT agent
Work
Sam assigns it to himself, adds work notes, comments to Priya and links the VPN configuration item.
In progress - STEP 4IT agent
Resolve
Sam resolves with a resolution code and notes. Priya is emailed and rates the fix out of five.
Resolved · Solved (workaround) - STEP 5IT agent
Prevent
Four similar incidents become one problem. Marking a known error writes a draft knowledge article.
PRB0001003 · KB draft
And when someone asks for something
One order, many hands, no chasing.
An order from the service catalog becomes a request with one requested item per thing asked for. Approval comes first, from the manager, a group or named people. Then the item’s task template creates catalog tasks, each with an owner and a due date counted from a date on the form, like a start date. Tasks can wait on each other. When the last task closes, the item completes and the request closes on its own.
What makes it different
The parts other service desks leave to spreadsheets.
IT Desk does the ITIL basics properly, then keeps going: into the joiners and leavers, the laptops and licenses, the vendors and the access reviews that IT teams usually track somewhere else.
Differentiator · Incidents, problems and changes
Change calendar and conflict detection
The change calendar shows scheduled changes by month or week, and the conflict check warns when changes share a configuration item in overlapping windows or fall in a blackout.
Differentiator · Service catalog and requests
Catalog order forms
Catalog order forms are built from single-line and multi-line text, select, multiple choice, yes/no, date, reference and attachment fields, with conditional visibility and a live preview of the portal form.
Differentiator · Service catalog and requests
Employee onboarding and offboarding
Autessa IT Desk automates IT onboarding and offboarding: new-hire requests create timed setup tasks and hand over the best available laptop; offboarding creates a task per device and app seat.
Differentiator · Knowledge management
Knowledge search
Knowledge search in Autessa IT Desk blends rarity-weighted keyword ranking with semantic similarity, and the Help Center serves only published Employee articles that have not expired.
Differentiator · IT asset management
Device compliance
Device compliance marks each computer and phone compliant only when it is encrypted, MDM-enrolled, screen-locked and on the minimum OS, and flags checks older than 30 days. Your team records checks by hand or imports them from CSV.
Differentiator · Vendors, contracts and access reviews
Vendor risk management
Autessa IT Desk includes vendor risk management: weighted questionnaires score each vendor 0 to 100, sign-off turns findings into vendor issues, and the next review date follows the tier.
Differentiator · Vendors, contracts and access reviews
User access reviews
Autessa IT Desk runs user access reviews: a campaign lists every active seat in an app, reviewers decide keep, revoke or change, and sign-off creates the catalog tasks that revoke access.
Differentiator · Workspace, AI and reporting
IT Desk Assistant (AI)
The IT Desk Assistant is an AI assistant for agents and employees that sees the current page, fills forms, applies filters and cites knowledge, and acts only with your role and your confirmation.
Product tour
Two sides of one desk: for your IT team, and for everyone else.
IT staff work in the Agent Workspace. Every employee uses the Service Portal. Both read the same records, so nobody re-types anything and nothing falls between them.
For your IT team: the Agent Workspace
- Home and My work. Start-here cards for your role, open tasks assigned to you and unassigned work in your groups, then your role’s dashboard.
- Lists. Any record type as a sortable grid with a condition builder, saved column choices and selection actions.
- Record forms. Incidents, problems, changes, requests, assets, CIs, vendors and more, each with a next-step hint, actions, related lists and an activity stream.
- Change calendar. Scheduled changes by month or week, with blackout days and conflicts.
- Knowledge home and reader. Search and browse both knowledge bases, read articles with feedback and version history.
- Asset import. CSV upload, column mapping, validation and a dry run before anything is written.
- Lifecycle templates. Ready-made onboarding, offboarding, laptop provisioning and device return task lists.
- Reports, report builder and dashboards. Saved reports, a builder with a live preview, and role dashboards.
- Vendor assessments, access reviews, renewals. Questionnaires with scoring and sign-off, seat review campaigns, and the renewal timeline.
- Settings and setup. Users and roles, groups, SLAs, priority matrix, assignment rules, record templates, catalog, questionnaires, notifications, branding, sample data.
- Search and Help. Global search across tickets, people, assets, CIs, knowledge and vendors, and a plain-language guide.
For your employees: the Service Portal
- Help Center home. Search, Report an issue, Request something, My requests and Approvals, popular items and categories.
- Catalog and order forms. Browse by category and order with a form built for each item.
- Report an issue. What is wrong, what it is about, and the details: an incident opens for you.
- My requests. Requests and issues in one list with filter chips, newest first.
- Request page. Status, what you asked for, progress, approvals, the conversation and a rating.
- Approvals. Approve, or reject with a reason, the requests waiting on you.
- My devices and apps. The hardware assigned to you and your app seats.
- Search and articles. Catalog items and Employee knowledge, with “Was this helpful?”.
The portal only ever shows a person their own requests, issues, approvals and devices. The same IT Desk Assistant works there too: “My laptop will not connect to the VPN”, “Order a monitor”, “Do I have anything to approve?”.
ITIL coverage
Which ITSM practices does Autessa IT Desk cover?
IT Desk follows ITIL practices and vocabulary, so a team that knows ServiceNow-style service management feels at home on day one. Record numbers use the familiar prefixes.
| Practice | What IT Desk does | Records |
|---|---|---|
| Incident management | Incidents with priority, SLAs, on-hold reasons, resolution codes, parent and child incidents | INC |
| Major incident management | Propose, accept or reject; priority 1 and a banner on accept | INC |
| Problem management | Assess, root cause analysis, fix in progress, known errors | PRB |
| Change enablement | Standard, normal and emergency changes, risk, CAB, change tasks, calendar | CHG, CTASK |
| Service request management | Service catalog, order forms, approvals, fulfillment tasks | REQ, RITM, SCTASK |
| Service level management | SLA definitions, business hours, pause and stop rules, breaches | Task SLAs |
| Knowledge management | IT and Employee knowledge bases, review workflow, versions, feedback | KB |
| Service configuration management | CMDB of configuration items and their relationships | CIs |
| IT asset management | Hardware lifecycle, compliance, software licenses and seats | Assets, entitlements |
| Supplier management | Vendors, risk questionnaires, issues, contracts and renewals | ASMT, CNTR |
| Service desk | Agent Workspace, employee Service Portal, notifications, AI assistant | All |
Who it is for
A seat for everyone who touches IT work.
A role for every part of IT work, plus assignment-group members outside IT. Everyone lands where their work is.
IT administrator
Sets up IT Desk, runs the team and the catalog, and can do everything an agent can.
IT agent
Fixes what breaks and delivers what people ask for.
Asset manager
Looks after devices and software: stock, assignments and licenses.
Vendor manager
Tracks vendors, contracts, security reviews and access reviews.
Approver
Approves or rejects requests that need their sign-off.
Knowledge author
Writes and updates articles and sends them for review.
Group fulfiller
Someone outside IT, like HR, who works their own group’s catalog tasks.
Employee
Asks IT for help and tracks requests in the Help Center.
Integrations
Connected to the rest of Autessa
- One people directory with Autessa Homebase: joiners and leavers start IT work.
- The IT Desk Assistant runs on Autessa agents.
- Email notifications and a weekday digest.
- Scheduled SLA updates every 15 minutes, built in.
- CSV import for assets.
Security
Every write checked, every change recorded
- Role rules are checked on every save, not just hidden in the menu.
- Field-by-field audit history on every record.
- The portal shows each person only their own items.
- The assistant acts with your role and asks before anything risky.
Comparing ITSM tools
Looking at other ITSM software?
FAQ
Questions IT teams ask
Does Autessa have ITSM software?
Yes. Autessa IT Desk is a full ITSM (IT service management) application with incident, major incident, problem and change management, a service catalog with approvals and request fulfillment, SLA management, knowledge management and an employee self-service portal. It works out of the box and runs inside Autessa alongside your other Autessa apps.
Does Autessa have IT asset management (ITAM)?
Yes. Autessa IT Desk includes IT asset management: hardware assets with a full lifecycle (on order, in stock, in use, in repair, missing, retired), device compliance, CSV import, a CMDB with a relationship map, and software asset management for licenses, seats and renewals.
Is Autessa IT Desk ITIL aligned?
It follows ITIL practices and vocabulary. Incidents, problems, known errors, changes with a Change Advisory Board, service requests with requested items and catalog tasks, SLAs and a CMDB all work the way ITIL-trained IT teams expect.
Does Autessa IT Desk work out of the box?
Yes. A setup wizard installs starter groups, SLAs, a priority matrix, catalog items, knowledge and dashboards, so your team can take tickets on day one. From there you tailor it in Autessa: catalog forms, approval rules, assignment rules, SLAs, roles, the AI assistant and your branding.
Who is Autessa IT Desk for?
Company IT teams, from a one-person IT department to a service desk with several groups. Small teams can start with incidents, requests and assets and add problems, changes and vendor risk later. Teams outside IT, such as HR, can fulfill their own catalog tasks as assignment-group members.
Does Autessa IT Desk have an employee self-service portal?
Yes. Every employee gets the Service Portal (Help Center): search for help, report an issue, request something from the catalog, follow and comment on their requests, approve requests that wait on them, see their own devices and app seats, and rate resolved issues.
Can Autessa IT Desk handle employee onboarding and offboarding?
Yes. A new-hire request creates the accounts, laptop and app-seat tasks, timed from the start date, and the provisioning task hands over the best available laptop. Offboarding lists every device and app seat the person holds as its own task, timed from their last day. The people directory is shared with Autessa Homebase.
Does Autessa IT Desk use AI?
Yes. The IT Desk Assistant sees the page you are on and can summarize a ticket, suggest the next step, fill a form, filter a list, answer from your knowledge base and act for you. It acts only with your role, never saves a form for you, and shows a confirm card before anything risky such as closing or deleting.
Can I import my existing assets?
Yes. Upload a CSV from a spreadsheet or another tool. IT Desk maps the columns by name, checks every row, shows a dry run of what it will create and update, then imports with asset history and a configuration item for each computer.
How are SLAs measured?
With SLA definitions. Each definition says which tickets it applies to, when the clock starts, pauses and stops, the target time, and whether it counts 24x7 or business hours in a time zone with holidays. Timers update every 15 minutes, warn at 75% and record breaches.
Does Autessa IT Desk track vendors and contracts?
Yes. Vendors carry a tier, criticality and risk rating from weighted security questionnaires. Contracts show their renewal date and notice deadline on a 12-month timeline, and user access reviews check who still needs a seat in each app.
How do I get started?
Start free or book a demo. When an IT administrator first opens IT Desk, a setup wizard connects its automations, sets your branding and IT staff, and can install starter content (groups, SLAs, catalog items, knowledge and dashboards) and demo data you can remove later.
100% customizable, code and all
Make Autessa IT Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours