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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Features
The depth of an enterprise ITSM suite. The clarity of a modern product.
Every ITIL practice, every operational control, every analytics view a serious service operation needs — configured by default, configurable to your reality, auditable end-to-end.
Modules
Twelve ITSM practices, on one platform.
No bolt-ons. No separately licensed add-ons that should have shipped together.
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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Capabilities
A complete capability matrix.
No fluff, no checkboxes you can’t actually use. Below is what ships, configured by default, on the platform.
Incident Management
Restore service fast — without losing the audit trail.
- Multi-channel intake: email, portal, Slack, Teams, SMS, API, webhook
- AI classification, summarization, and suggested replies
- Smart routing by team, queue, skill, location, asset, or rule
- Per-priority SLAs with business calendars and pause/resume on hold
- Major-incident command room with stakeholder broadcasts
- Merge, link, parent–child, and follower workflows
Service Request Management
A service catalog you’d actually want end-users to use.
- Dynamic forms with conditional fields, validation, and attachments
- Multi-step fulfilment workflows with parallel and sequential steps
- Approvals on any record — by manager, role, group, or rule
- End-user portal with status, comments, satisfaction surveys
- Catalog templates for joiner / mover / leaver, hardware, access
Problem Management
Turn recurring incidents into a one-time fix.
- Problem records with linked incidents and known errors
- Structured root-cause analysis and 5-Whys templates
- Workarounds surfaced to the agent console automatically
- Post-incident reviews with timeline reconstruction and actions
Change Management
Move fast on changes — without surprising production.
- Standard, normal, and emergency change with risk scoring
- CAB calendars, freeze windows, and conflict detection
- Implementation, backout, and validation plans on every record
- Sequential and parallel approvals with delegation and reminders
- Audit-grade history of every state, every approver, every comment
Asset & Software Management
A living inventory — not a stale spreadsheet.
- Hardware, software, SaaS, contracts, licenses, warranties
- Owner, location, lifecycle state, custodian, and depreciation
- Auto-discovery agents and integrations (MDM, RMM, IdP)
- Renewal and expiry alerts routed to the right owner
- SaaS spend visibility tied to usage and entitlement
CMDB & Service Relationships
Configuration items, with the relationships that matter.
- Typed configuration items with custom attributes
- Depends-on / supports / runs-on / part-of relationships
- Change impact analysis across the dependency graph
- Service maps for business services, systems, and infrastructure
Automation & Workflow
Configurable, no-code, and auditable end-to-end.
- Triggers on any record event with conditions and branches
- Multi-step workflows with loops, delays, and parallel paths
- External actions: HTTP, Slack, Teams, email, scripts, webhooks
- SLA escalations, on-hold reminders, and scheduled jobs
- Workflow library and shareable templates across tenants
Approvals & Governance
Defensible decisions, every time.
- Sequential or parallel approvals on any record type
- Delegation, out-of-office, and weighted approver groups
- Reminders, expirations, and full signed audit history
- Approve from email, Slack, Teams, or the agent console
SLA & Operational Control
Catch the breach before it breaches.
- Per-priority, per-service, and contract-specific SLAs
- Business calendars with holidays, time zones, and shifts
- Pause/resume on hold states with full event history
- Escalation matrices: thresholds, recipients, channels
- Operations console with breach-risk indicators and team load
Knowledge Management
Author once. Surface where the work happens.
- Authoring with versioning, peer review, and expiry dates
- Public, internal, and audience-targeted articles
- AI-assisted search across tickets, articles, and assets
- Suggested articles inline in the agent console and end-user portal
- Self-service deflection metrics with per-article impact
Service Desk Productivity
An agent console that respects your agents’ time.
- Keyboard-first navigation with command palette
- Multi-channel context in a single, calm view
- Bulk actions, saved views, and personal workboards
- Suggested replies, knowledge inline, internal notes
- Co-investigation: collision detection and presence indicators
Analytics & Reporting
From the floor lead to the boardroom.
- Operational, SLA, change-success, and executive dashboards
- Custom reports with drilldowns to any record
- Scheduled report delivery to email, Slack, or Teams
- Read-only API and warehouse export (Snowflake, BigQuery)
- CSAT surveys with auto-trigger and trend reporting
Platform & Integrations
Open by default. Stable on purpose.
- Open REST API, webhooks, and event stream
- SSO (SAML, OIDC), SCIM provisioning, scoped API tokens
- Native: Okta, Entra ID, Slack, Teams, PagerDuty, Datadog, GitHub
- Sandbox environments and configuration export for change-controlled releases
Security & Compliance
Built to pass the audit, not just look like it can.
- Encryption in transit and at rest with key rotation
- Granular RBAC with field-level and record-level scoping
- Comprehensive audit logs with immutable export
- ISO 27001 and SOC 2 aligned controls; data residency options
- Self-host in your VPC for regulated environments
Talk to us
Ready to evaluate Zentra against your shortlist?
We’ll run a tailored working session against your actual processes — incident, change, request, asset — and tell you honestly where Zentra fits and where it doesn’t.
- 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