Incident management and ticketing solutions | Centralized support by i-doit

The 6 most important functions for incident management and ticketing

Central recording

Incidents and faults are systematically captured and documented in one place

System linkage

Each incident is connected directly to the affected systems, services, locations, or assets in the CMDB

Responsibility assignment

Incidents are assigned to the responsible persons or teams, including full status tracking

Complete history

All processing steps, changes, and actions are fully documented throughout the incident lifecycle

System integration

The CMDB can be connected to external ticketing or workflow systems via API or add-ons

Reporting

Incidents can be analyzed by status, root cause, affected systems, or time period — supporting both operations and audit requirements

Why is linking tickets and assets so important?

In many service desk environments, tickets exist in isolation from technical reality. i-doit bridges that gap with:

Direct connection between the incident and the affected assets
Faster understanding of the technical root cause
Fewer follow-up questions and coordination overhead
Better prioritization through clearly visible impact
Consistent documentation across the ticketing system and CMDB

How does ITIL-based incident management support structured fault handling?

i-doit enables structured incident capture in line with ITIL and presents incidents in their full technical context. Benefits include:

Transparent visualization of technical dependencies
Faster identification of cause-and-effect relationships
Better prioritization through visible service impact
Less uncertainty when handling complex faults
A solid foundation for problem and change management

How can SLAs be defined and reliably monitored?

i-doit enables the structured capture and monitoring of SLAs. Agreements can be assigned directly to services, systems, contracts, or customers and evaluated in the context of incidents. This delivers:

Transparent monitoring of SLA targets
Better control over response and resolution times
Clear escalation triggers when thresholds are breached
Traceable evidence for customers and management
A reliable basis for service reviews and audits

How do workflows automate incident handling?

i-doit enables the automated handoff of incidents to connected ticketing and workflow systems. Status changes, notifications, and escalations are triggered by rules, while i-doit remains the central data source. This means:

Fewer manual steps in incident handling
Consistent and reproducible processes
Faster response times through automation
Full traceability of all process steps
Better collaboration across IT, operations, and service teams

How is a continuous history built from ticket data and CMDB changes?

i-doit documents ticket information and CMDB changes in a continuous, connected record. Incidents, actions, and changes to systems or assets are permanently traceable and form a reliable knowledge base. Advantages include:

Complete traceability of incidents and changes
Better root cause analysis through technical context
Transparent documentation for reviews and audits
Sustainable learning from recurring faults
A reliable foundation for problem and change management

Suitable add-ons

Our add-ons for modular function expansion

i-doit Add-on Flows

Create powerful automations without programming knowledge, simply start them on a schedule or manually at the touch of a button.

i-doit Add-on Smart Bundle

Get 4 powerful add-ons for the price of 2! Flows, Documents, Analysis and Forms.

i-doit Add-on Documents

Automatically create documents as PDFs with daily updated data (e.g. hardware handover certificate or disaster recovery plan).

i-doit Add-on Events

Automate the operation of your data center with the latest data from the CMDB. Events trigger and control further processes.

i-doit Add-on Maintenance

The maintenance add-on supports the planning, execution and documentation of maintenance and inspections. Maintenance intervals, dates and responsibilities are managed centrally and linked directly to the respective devices, installations or systems.

i-doit Add-on Api

With the API add-on, data can be automatically read, written and updated in i-doit. Perfect for integrations with ticket systems, inventory tools or your own automations.

i-doit Add-on Analysis

Add-on for powerful data analysis. Calculate service costs, check the data quality of the CMDB and carry out failure simulations.

i-doit Add-on Forms

Easily create forms that you can make available to users for simplified data entry. Example: Allow users to document hardware or goods themselves.

i-doit Add-on ISMS

Set up an information security management system with risk analysis and management in accordance with ISO 27001.

i-doit Add-on Checkmk2

Integrate the Checkmk2 monitoring system into i-doit. This supports comparisons between TARGET and ACTUAL from CMDB and monitoring.

i-doit Add-on Trigger

Store buttons with your own triggers and start IT processes directly from i-doit - e.g. the automatic deployment of a virtual machine.

i-doit Add-on VIVA2

With this add-on, you can create an information security management system (ISMS) in accordance with the BSI's IT baseline protection methodology.

Use cases

Use cases relating to ISMS, risk and compliance management

Audit management

You control audits centrally, plan audits, document results and automatically generate audit reports.

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Document management

You can manage documents in an audit-proof manner, version and edit them directly in the tool and use templates and import functions.

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GAP analysis

i-doit supports GAP analyses according to standards such as ISO 27001, ISO 9001 or NIS2, including maturity level assessment, responsibilities and document assignment.

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