Incident Management
Restore service fast. Multi-channel intake, AI triage, smart routing, SLA timers with business calendars, and a major-incident command room with stakeholder broadcasts.
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Enterprise ITSM platform · ITIL 4 aligned
The ITSM platform built for service teams that own outcomes.
Zentra is the modern enterprise ITSM platform for the full service lifecycle — incident, service request, problem, and change management; asset and CMDB; SLA governance; approvals, automation, knowledge, and operational analytics — on one system of record your service desk, IT operations, and leadership all use.
- ITIL 4 practices, out of the box
- SSO, SCIM, role-based access
- Self-host or managed cloud
Service Desk
Open tickets · Tier 2 · 47 active
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Group: Network + New ticket
INC-4821 VPN drops on Frankfurt edge during peak hours P1 In progress M. Otieno SLA · 1h 12m
REQ-1907 Provision GitHub Enterprise seat — new joiner P3 Awaiting approval Auto-routed SLA · —
INC-4818 Slack outbound webhooks failing — 502 from gateway P2 Triage AI · suggest SRE SLA · 23m
CHG-2204 Upgrade prod Postgres 15 → 16 (window: Sat 02:00 UTC) Std CAB approved Platform SLA · —
PRB-0416 Recurring printer auth failures across HQ floor 3 Med Root cause Field IT SLA · —
INC-4815 MFA prompts looping for 8 users in Identity SaaS P2 In progress Identity SLA · 47m
Showing 6 of 47
Last refresh · just now Live
97.4%
SLA attainment
31%
Lower MTTR
60%
Faster intake
12
ITSM practices
Representative metrics from enterprise customer deployments. Your numbers will vary by configuration and starting baseline.
Trusted by IT and operations teams who can’t afford downtime
NORTHWIND
Helix Labs
Meridian
Vantage Co.
Acme Federal
Coregrid
Why Zentra
An ITSM platform, not a patchwork.
Most IT operations run on a stitched-together stack: a ticketing tool, an asset spreadsheet, a change calendar in someone’s head, three approval inboxes, and a BI dashboard nobody trusts. Zentra replaces that — with one system of record, one automation engine, and one operational view from the agent console to the executive dashboard.
Built around the ITIL service lifecycle
Incident, request, problem, and change management on the same record-of-truth — not separate apps stitched together. ITIL 4 practices ship configured by default, ready to tune to your operation.
Operational control, not just ticket counters
Per-priority SLAs with business calendars, pause/resume on hold states, escalation matrices, and a live operations console designed for floor leads — so leaders can see breach risk before it breaches.
An asset and CMDB layer that earns its keep
Hardware, software, SaaS, contracts, and licenses with real configuration-item relationships. Every change knows what it touches; every incident knows what it depends on.
Automation that holds up to audit
A no-code workflow engine with triggers, conditions, branches, approvals, and integration actions — every step recorded, every change traceable, every approver accountable.
The service lifecycle
Capture → triage → resolve → govern → learn.
Zentra is engineered around the way IT service work actually moves — from the moment a request is captured to the post-incident review that turns one bad week into next quarter’s improvement plan.
01 Capture
Multi-channel intake
Email, portal, Slack, Teams, API, webhook — every request captured with the right form, fields, and SLA from the start.
02 Triage
Classification & routing
AI-assisted categorization, priority, and team assignment. Rules-driven routing by skill, asset, location, or any custom field.
03 Resolve
Agent console
Keyboard-first, multi-channel context. Knowledge suggestions, merge/link, parent–child, follower workflows, and approvals on any record.
04 Govern
Change & problem
CAB calendars, freeze windows, risk scoring, and structured root-cause workflows linked to recurring incident clusters.
05 Learn
Analytics & PIRs
Real-time dashboards, scheduled reports, and post-incident reviews that turn the messy week into next quarter’s improvement plan.
Modules
Twelve practices. One platform.
From the moment a request hits the queue to the boardroom report at quarter-end — every ITSM discipline you’d expect, configured by default, ready to tune.
Service Request Management
A polished service catalog with dynamic forms, fulfilment workflows, approvals, and end-user visibility — for IT, HR, Facilities, and beyond.
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Problem Management
Track problem records, known errors, and recurring incident clusters. Run structured root-cause analysis and post-incident reviews with full timelines.
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Change Management
Standard, normal, and emergency change with risk scoring, CAB calendars, freeze windows, conflict detection, and audit-grade approvals.
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Asset Management
A living inventory of hardware, software, SaaS, contracts, and licenses — with owners, lifecycles, contracts, warranties, and renewal alerts.
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CMDB & Service Map
Configuration items and the relationships between them, so every change, incident, and asset shows its real business impact.
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Automation & Routing
A no-code workflow engine for triggers, conditions, branches, approvals, and integration actions — auditable end-to-end across every record type.
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Approvals
Sequential or parallel approvals on any record, with delegation, reminders, and a complete signed audit trail across email, Slack, and Teams.
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SLA & Operational Control
Per-priority SLAs, business calendars, pause/resume on hold states, escalation matrices, and a live operations console for floor leads.
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Knowledge Management
Author once, surface everywhere — to agents, end-users, and the AI that suggests resolution paths. Versioning, review, and expiry built in.
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Service Desk Productivity
An agent console designed for speed: keyboard-first, multi-channel context, suggested replies, merge/link/parent–child, and follower workflows.
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Analytics & Reporting
MTTR, SLA attainment, backlog, CSAT, and team load on real-time dashboards. Custom reports with drilldowns, scheduled delivery, and a read-only API.
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Built for the people who own service quality
Different roles, the same operational truth.
Zentra was designed for the practitioners actually running an IT service operation — not just for the executive who signs the contract. Every screen earns its place for someone in the workflow.
IT Managers
What hurts
Backlog visibility, SLA breach risk, agent utilization.
What Zentra delivers
Real-time queues, breach-risk indicators, and team load on one screen — so you know where to step in before metrics slip.
Support & Service Desk Leaders
What hurts
First-touch resolution, agent ramp time, deflection.
What Zentra delivers
An agent console built for speed, AI-suggested resolutions, and a knowledge base that surfaces in the same view your agents already work in.
IT Operations & SRE
What hurts
Change risk, incident coordination, on-call hand-off.
What Zentra delivers
CAB calendars, freeze windows, and a major-incident command room that bridges PagerDuty, Datadog, and your runbooks without context switches.
Enterprise Admins & Process Owners
What hurts
Process integrity, audit evidence, scope creep.
What Zentra delivers
ITIL practices configured by default, full audit logs, scoped role-based access, and configuration-as-data — not a vendor consultancy lock-in.
Asset & Procurement Owners
What hurts
SaaS sprawl, missed renewals, license overpayment.
What Zentra delivers
A living inventory with contracts, owners, and renewal alerts — and visibility into which licenses nobody actually uses.
MSPs & Outsourced Service Teams
What hurts
Multi-tenant operations, per-client SLAs, billing-ready reporting.
What Zentra delivers
Run dozens of customer environments side-by-side with isolated data, shared automation libraries, and per-client analytics for the boardroom.
Analytics & operational control
Decisions backed by real-time service data.
MTTR, SLA attainment, backlog, first-touch resolution, agent load, CSAT — surfaced the way IT actually runs. Slice by team, location, asset, vendor, or any custom field. Schedule executive reports. Stream to your warehouse for finance and capacity planning.
- Pre-built operational, SLA, and executive dashboards
- Custom reports with drilldowns to any record
- Read-only API and warehouse export (Snowflake, BigQuery)
Operations
Service performance · 30 days
7d 30d 90d QTD
MTTR
1h 42m
-12%
First-touch resolution
68%
+4%
SLA attainment
97.4%
+1.1%
Backlog
412
-37
Tickets resolved · trailing 30 days
Resolved Created
SLA by team
Service Desk · Tier 1
98%
Network
95%
Identity & Access
99%
Field IT · EU
92%
Top categories
Access requests
218
VPN / Network
142
Hardware
96
SaaS provisioning
71
Automation & workflow
Workflows your audit team can actually trust.
Configurable, no-code, and fully versioned. Trigger on any record, branch on any condition, run approvals in parallel, call any system over HTTP — every step recorded, every change traceable, every approver accountable.
Validate Test run Live
Trigger step
New ticket created
channel: email · classified by AI
Condition step
Priority is P1 or P2
evaluated on every save
Action step
Route to on-call team
via PagerDuty + Slack #incidents
Approval step
Notify stakeholders
broadcast on major-incident channel
Action step
Open command room
create change link, attach runbook
Last 24h · 1,247 runs · 0 errors Average duration · 412 ms Auditable · every step recorded
Inventory
Assets · 2,481 items · 4 sites
All Hardware Software SaaS + Add
Hardware
1,204
84% in service
SaaS
417
$1.2M ARR
Renewals · 60d
23
$148k at risk
Asset
Type
Owner
Status
Renewal
MBP-NL-0421
Laptop
K. Vermeer
In use
—
Adobe CC · 250 seats
SaaS
Design Ops
Active
Aug 12
SRV-PRD-DB-03
Server
Platform
Healthy
—
Okta · Workforce
SaaS
Security
Active
Oct 30
iPhone 16 Pro
Mobile
M. Suleiman
In use
—
Datadog · Pro
SaaS
SRE
Active
Jan 4
Assets, CMDB & SaaS
A living inventory tied to every change and incident.
Hardware, software, SaaS, contracts, and licenses with owners, lifecycle states, and a CMDB that tracks the relationships between them. Every change knows what it might break. Every contract has a renewal alert pointed at the right person.
- Configuration items with typed relationships
- Contracts, licenses, warranties, and renewal alerts
- SaaS spend visibility tied to actual usage signals
Use cases
Built for the teams that keep the business running.
From a 200-seat service desk to a global MSP managing dozens of clients — Zentra adapts to how your service operation actually works.
Internal IT support
Replace the legacy helpdesk with a service desk that absorbs email, portal, Slack, and Teams — without losing context. Lift first-touch resolution and CSAT in the first quarter.
MSP & outsourced helpdesk
Operate every client environment side-by-side with multi-tenant data, per-client SLAs, and a shared automation library. Export billing-ready reports without spreadsheet gymnastics.
Service delivery & operations
Coordinate change, problem, and major-incident response with CAB calendars, risk scoring, freeze windows, and a command room that brings stakeholders into one timeline.
Asset & change governance
Tie every change to the configuration items it touches. Spot collision risk before approval. Keep contracts, licenses, and renewals from quietly draining the budget.
Workflow automation & approvals
Replace the patchwork of email approvals and shadow scripts with auditable, no-code workflows: provisioning, access requests, hardware fulfilment, vendor onboarding, off-boarding.
Enterprise service management
Bring HR, Facilities, Finance, and Legal onto the same workflow engine — with department-specific portals, catalogs, SLAs, and analytics. One platform; many service operations.
We migrated off a legacy ITSM in six weeks. MTTR dropped 31% in the first quarter, change failure rate halved, and our exec dashboard finally answers the questions the CFO actually asks.
Placeholder Name
Director of IT Operations · Placeholder Co.
31%
Lower MTTR within 90 days
97.4%
Average SLA attainment
$1.2M
Saved in unused SaaS, year one
FAQ
What ITSM buyers ask us first.
Don’t see your question? Talk to us — a real engineer will get back to you, usually the same day.
How does Zentra compare to a generic ticketing tool?
A ticketing tool gives you a queue. Zentra gives you the full ITIL service lifecycle on one record-of-truth — incident, request, problem, change, asset, CMDB, knowledge, approvals, SLA governance, and analytics — with a no-code automation engine layered through every practice. The depth of an enterprise ITSM suite, with the agent console of a modern product.
Which ITIL practices ship configured by default?
Incident, service request, problem, change, asset, configuration (CMDB), knowledge, and continual improvement — all with workflow templates, SLAs, dashboards, and end-user portals you can adopt as-is or tune to your operation. ITIL 4 vocabulary throughout.
Can we deploy on-premise or in our own private cloud?
Yes. Zentra runs as a managed cloud service or as a self-hosted deployment in your own VPC, including air-gapped environments for regulated industries. Customer data residency is configurable per tenant.
What integrations are supported?
Native connectors for identity (Okta, Entra ID, Google Workspace), collaboration (Slack, Teams, email), monitoring and on-call (Datadog, PagerDuty, Grafana), source control (GitHub, GitLab), and an open REST API plus webhooks and an event stream for everything else.
How long does an enterprise rollout typically take?
Most teams reach production on incident, service request, knowledge, and asset modules within two to four weeks. Change, problem, CMDB, and analytics rollouts follow in waves over the next quarter. Migration tooling and a guided implementation plan ship with every enterprise contract.
How does Zentra handle SLAs and operational governance?
Per-priority and per-service SLAs with business calendars, holidays, time zones, and pause/resume on hold states. Escalation matrices route breach risk to the right channel before the breach. The operations console shows live breach risk and team load — so floor leads can intervene early.
What about CMDB and configuration management?
Typed configuration items with custom attributes and depends-on / supports / runs-on / part-of relationships. Change impact analysis traverses the dependency graph. Service maps connect business services to systems and infrastructure — so every change record knows what it might break.
What about security, audit, and compliance?
SSO (SAML, OIDC), SCIM provisioning, granular role-based access with field-level scoping, comprehensive audit logs with immutable export, encryption at rest and in transit, and alignment with ISO 27001 and SOC 2 controls. Penetration test reports and SIG questionnaires are available under NDA.
Do you offer enterprise support and SLAs?
Yes — 24×7 enterprise support with named account engineers, defined response and resolution SLAs, an uptime SLA backed by service credits, and architecture reviews on request.
Talk to us
See Zentra against your real ITSM workflows.
A 30-minute working session — your incident, change, and request flows on screen, not a slide deck. Most teams know within an hour whether Zentra fits.
- A product engineer in the room — not a salesperson
- Tailored proposal within one business day
- Honest answer on fit, even if it's “not yet”
- Reference architectures for self-host and managed cloud