01SERVICE DESK
Incidents, requests, problems and changes.
Triage by impact and owner, manage problems and planned changes on a change calendar, and report against SLAs.
- Incidents and service requests
- Problems and changes
- Change calendar and SLAs
SOLUTION · IT SERVICE MANAGEMENT
IT service management connected to people, assets and the business.
Voyager gives IT one service-management flow from intake through resolution and change. Tickets carry the affected person, asset and configuration context; SLA and ownership stay visible; planned changes use a change calendar and approval; recurring issues can become problems and knowledge instead of remaining disconnected incidents.
Joiners, movers and leavers
Access follows people events, and privileged changes wait for approval.
A role change reaches access, assets and the change calendar. Privileged changes can be configured to stop for approval.
- People eventRole change from sales to finance
- Access change preparedCRM removed, finance system added
- Authority gate: Privileged accessApproved by the finance lead
- Asset updatedLaptop reassigned in the register
- RecordedTicket, approval and change history
Illustrative example.
HOW THE WORK MOVES
From request or incident to resolution, change and retained knowledge.
Track SLA and ownership, keep change approvals visible, and connect recurring issues to problem and knowledge work.
- IntakeAn incident or service request enters the appropriate queue.
- TriageImpact, owner and SLA determine priority.
- ContextAffected people, assets and configuration history sit with the ticket.
- Resolve or diagnoseThe team works the request or identifies a deeper problem.
- Authority gate: Approve changePrivileged or planned changes stop at the configured authority gate.
- Schedule changeApproved changes enter the change calendar.
- CloseResolution and evidence are recorded against the service record.
- LearnProblem history and knowledge reduce repeated investigation.
02ASSETS
Asset and configuration context on each ticket.
See the assets and configuration involved, their history and their owners.
03PEOPLE EVENTS
Access follows joiners, movers and leavers.
Onboarding, role changes and offboarding prepare the right access changes and route them for approval.
04PLATFORM HEALTH
Integrations, automations and Workers monitored.
Voyager reports the health of integrations, webhooks, automations and Voyager Workers, with audit and access history.
BEFORE YOU START
Common questions about this area.
- Is Voyager ITSM software?
- Yes. It covers service desk queues, incidents, service requests, problems, changes, assets, knowledge, SLAs and reporting.
- Can access changes require approval?
- Yes. Privileged access changes route through approval by policy.
- Does IT use the same platform as the business?
- Yes. Tickets connect to the people, assets, requests and schedules they involve.
Get started
Bring an IT service flow where tickets, assets and change approvals are separated.
We will map intake, triage, SLA, asset context, resolution, change control and the people events that should create access work.