Autessa IT Desk features
Every ITSM and IT asset management feature in IT Desk
Autessa IT Desk covers incident, problem and change management, the service catalog and request fulfillment, employee self-service, knowledge management, IT asset management with a CMDB and software licenses, vendor risk, and the workspace, AI and reporting your team uses every day. It all works out of the box, and you can tailor every part of it in Autessa.
IT Desk feature area
Incidents, problems and changes
Autessa IT Desk runs the ITIL service management core: incidents, major incidents, problems and known errors, changes with CAB approval, SLAs, and the priority and routing rules behind them.
Overview of incidents, problems and changes →
Incident management
Autessa IT Desk includes incident management: every incident gets a number, a priority from impact and urgency, SLA timers, an assignment group, work notes and a resolution code.
Read more →Major incident management
Any agent can propose a major incident; an IT administrator accepts it, which sets impact and urgency to 1 and shows a banner on the record, and child incidents link to the parent.
Read more →Problem management and known errors
Autessa IT Desk includes problem management: problems move from assess to root cause analysis to fix, and marking a known error writes a draft knowledge article with the workaround.
Read more →Change management
Autessa IT Desk includes change management (change enablement): standard, normal and emergency changes, a calculated risk, CAB approval, plans, change tasks and a review before close.
Read more →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.
Read more →SLA management
Autessa IT Desk includes SLA management: SLA definitions with start, pause and stop conditions and business-hours schedules attach timers to tickets, warn at 75% and record breaches.
Read more →Priority matrix and assignment rules
Priority is calculated from an editable impact x urgency matrix, and ordered assignment rules route each new ticket to the right assignment group or person automatically.
Read more →IT Desk feature area
Service catalog and requests
Autessa IT Desk includes a service catalog with dynamic order forms, approvals, and request fulfillment through requests, requested items and catalog tasks, with onboarding and offboarding built in.
Overview of service catalog and requests →
Service catalog
Autessa IT Desk includes a service catalog: each catalog item has a category, an order form, an approval rule, a delivery time and a fulfillment template that creates the work.
Read more →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.
Read more →Approvals
Approvals in Autessa IT Desk follow the catalog item’s rule: manager, group, named people, or manager then group, decided by any one approver or by everyone.
Read more →Request fulfillment
Autessa IT Desk includes request fulfillment: each order becomes a request (REQ) with requested items (RITM) delivered by catalog tasks (SCTASK) that roll up when they close.
Read more →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.
Read more →IT Desk feature area
Employee self-service
Every employee gets a Help Center to report an issue, order from the catalog, follow their requests, approve what waits on them and see their own devices and apps.
Overview of employee self-service →
Service Portal (Help Center)
The Autessa IT Desk Service Portal is an employee self-service portal: search help, report an issue, request something, track requests, approve, see your devices and rate resolutions.
Read more →Email notifications and digests
Autessa IT Desk emails people when their request is received, picked up, decided or resolved, alerts agents to new work and SLA risk, and sends a weekday digest to IT staff.
Read more →IT Desk feature area
Knowledge management
Autessa IT Desk includes knowledge management: an IT knowledge base for runbooks and known errors, an Employee knowledge base for the Help Center, and search that understands the question.
Overview of knowledge management →
Knowledge base
Autessa IT Desk includes a knowledge base: write from templates, submit for review, publish with version history, retire or restore, set expiry dates and read feedback.
Read more →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.
Read more →IT Desk feature area
IT asset management
Autessa IT Desk includes IT asset management (ITAM): hardware assets through their whole lifecycle, device compliance, a CMDB of the systems you run, and software asset management for licenses and seats.
Overview of it asset management →
Hardware asset management
Autessa IT Desk includes hardware asset management: assets move through on order, in stock, in use, in repair, missing and retired, and every move writes asset history.
Read more →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.
Read more →Asset import from CSV
Asset import reads a CSV (comma, semicolon or tab), maps columns automatically, validates every row, previews creates and updates in a dry run, and writes audited asset history.
Read more →CMDB and relationship map
Autessa IT Desk includes a CMDB: configuration items in CI classes with owners, support groups and criticality, typed relationships, and an upstream and downstream relationship map.
Read more →Software asset management
Autessa IT Desk includes software asset management (SAM): software records with licensing, seats and renewals, entitlements per person, and warnings when seats are over-allocated.
Read more →IT Desk feature area
Vendors, contracts and access reviews
Autessa IT Desk manages the vendors behind your tools: weighted security questionnaires, findings with remediation dates, contract renewals with notice deadlines, and user access reviews.
Overview of 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.
Read more →Contracts and renewals
Contracts in Autessa IT Desk carry renewal dates and notice days; the renewal timeline shows each notice deadline and flags contracts whose deadline is within 30 days.
Read more →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.
Read more →IT Desk feature area
Workspace, AI and reporting
IT staff work in one Agent Workspace with lists, search and an activity stream on every record, an AI assistant that acts only with your permissions, reports and dashboards, and clear roles.
Overview of workspace, ai and reporting →
Agent Workspace
IT staff work in the Agent Workspace: an application navigator by role, My work, lists with a condition builder, global search with number jump, and a full activity stream per record.
Read more →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.
Read more →Reports and dashboards
Autessa IT Desk includes ITSM reporting: reports on any record type with grouping, created-vs-resolved trends and a full set of chart types, and role dashboards that open on the workspace home.
Read more →Roles, permissions and audit
Autessa IT Desk has clear roles from administrator to employee, checks every write against role rules, lets assignment-group members outside IT work their own tasks, and keeps a field-level audit history.
Read more →Setup and configuration
Autessa IT Desk sets itself up with a first-run wizard and installs starter content (groups, SLAs, priority matrix, catalog, templates, knowledge, reports) that you can keep, edit or remove.
Read more →The complete capability list
- Incident management with impact, urgency and a priority matrix
- Incident categories and subcategories, on-hold reasons and resolution codes
- Major incident proposal, acceptance and banner
- Parent and child incidents, reopen tracking
- Problem management with root cause analysis
- Known errors with an automatic draft knowledge article
- Change management: standard, normal and emergency changes
- Change risk questionnaire with a calculated risk
- Change Advisory Board (CAB) approval
- Implementation, backout and test plans
- Change tasks that open when implementation starts
- Change calendar with month and week views
- Change conflict detection on shared configuration items and blackout windows
- SLA definitions with start, pause and stop conditions
- Business-hours schedules, time zones and holidays for SLAs
- Response and resolution SLA timers with warnings and breaches
- Priority matrix (impact x urgency)
- Assignment rules that route new tickets to the right group
- Assignment groups and group fulfillers outside IT
- Service catalog with categories, icons and popular items
- Catalog order forms with text, choice, date, person, asset and file fields, plus conditional fields
- Live preview of the order form while you build it
- Approvals by manager, group, named people, or manager then group
- Any-one or everyone approval modes
- Requests, requested items and catalog tasks (REQ, RITM, SCTASK)
- Fulfillment task templates with dependencies and anchored due dates
- Automatic rollup: tasks close items, items close requests
- Employee onboarding and offboarding templates
- Automatic laptop pick and hand-over for new hires
- Offboarding tasks for every device and app seat a person holds
- People directory shared with Autessa Homebase (joiners, leavers)
- Employee Service Portal (Help Center) with search
- Report an issue, request something, my requests, my approvals
- My devices and apps for every employee
- Request conversation with comments and progress
- One-question satisfaction survey on resolved incidents
- Email notifications with per-person preferences
- Approval reminders and a weekday IT digest
- Knowledge base with IT and Employee knowledge bases
- Nested knowledge categories
- Article templates: procedure, troubleshooting, known error, how-to, FAQ, policy
- Rich article editor with callouts, images and a slash menu
- Draft, review, publish and retire workflow with version history
- Article expiry dates and reader feedback
- Hybrid keyword and semantic knowledge search
- Hardware asset management with a full lifecycle
- Asset states and substates: on order, in stock, in use, in repair, missing, retired
- Asset history for every assignment, return and repair
- Device compliance recorded by your team or imported from CSV: encryption, MDM enrollment, screen lock, minimum OS
- Stale compliance check detection
- Warranty tracking and warranty-ending lists
- Asset import from CSV with column mapping and a dry run
- Configuration management database (CMDB) with CI classes
- CI relationships and an upstream/downstream relationship map
- Software asset management (SAM) with licensing models
- License seats, entitlements and over-allocation warnings
- Vendor risk management with tiers and criticality
- Vendor security and privacy questionnaires with weighted scoring
- Evidence uploads, sign-off and vendor issues with remediation dates
- Assessment cadence by vendor tier
- Contract management with renewal and notice-deadline timeline
- User access review campaigns per app
- Keep, revoke or change decisions that create revoke tasks
- Agent Workspace with an application navigator
- Lists with a condition builder, saved column choices and inline grid
- Global search with exact record-number jump
- Activity stream: work notes, comments, field history and files
- Human record numbers (INC, PRB, CHG, RITM, KB and more)
- Record templates for common tickets
- IT Desk Assistant (AI) that sees the current page
- AI form fill, filters, summaries and next steps
- Confirm cards for every risky AI action
- Reports with bar, line, pie, donut, single score and list charts
- Created vs resolved trends and SLA performance reports
- Dashboards per role: IT overview, SLA performance, asset health, vendor risk
- Roles for IT administrators, agents, approvers, asset managers, vendor managers, knowledge authors and employees
- Field-level audit history on every change
- First-run setup wizard, starter content and demo data
- Branding: name, logo and accent color
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