Product · ITSM

IT Service Management

Replace Slack DMs and email threads with a service catalog employees actually use, then fulfill requests from dashboards, queues, and AI-backed feedback analysis.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Sophie Park keeps pinging IT for Figma licenses, monitors, and VPN access. Maya wants one catalog where engineers self-serve, and one queue where her team can see SLA risk before tickets age out.

Before you begin

  • ITSM license enabled for your organization
  • At least one IT team configured in My Organization

Overview

ITSM in WorkVerge is your internal service desk: a catalog of repeatable offerings (software access, hardware, VPN, policy attestations), custom forms that capture the right details upfront, and queues where IT triages and fulfills work. Employees submit from the Employee Portal; admins work from ITSM → Dashboard, Team Requests, or the org-wide Service Requests view.

For example

At WorkVerge, Sophie opens the portal and requests a Figma license under Software Access. Maya's team sees the ticket in Team Requests with priority and SLA timers, no hunting through Slack.

How it works

  1. Maya builds the catalog. Categories, services, and forms in ITSM → Services
  2. Sophie submits. Employee Portal → Services; each submission becomes a service ticket
  3. IT fulfills. Team Requests for day-to-day work; Service Requests for org-wide visibility
  4. Optional campaigns. Deployments push a service to an audience (e.g. annual VPN attestation)
  5. Learn from feedback. Form Responses and Sentiment Analysis on open-ended answers

Admins vs employees

Maya and her team use the main app (ITSM in the sidebar). Sophie uses the Employee Portal, same SSO, different experience focused on self-service.

In this section

Start here

New to ITSM? Work through these in order:

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