Version 4

    Smart Service Desk

    • Sentiment Analysis: Real-time indicators of negative sentiment to help prioritize and analyze tickets based on the requester’s sentiment.

    Strengthening the ITSM Core

    • Reports Enhancements:  
      • Sharing a live report with other agents
      • Reports landing page for better orientation
      • Adding new reports
    • Dashboard Enhancements:
      • Resizing the dashboard widgets
      • Sharing dashboards
      • Adding new widgets
    • Visual SLA Timer: Configurable pre-breach thresholds that help in prioritizing incidents based on priority and time-to-breach
    • CMDB: Generation 2 CMDB data model designed for better management and organization of Configuration Items: Extensible CI data model, CI relationships, custom CI types, custom CI fields and out-of-the-box IT CI set.
    • Agent Settings: Providing more versatility to agents to configure their working environment
    • Task and Approvals:  in a service catalog we would like to add the possibility for assignment based on a User-Variable list.

    Service Engagements

    • Continue the enhancements on the ITSM Page Tabs in order to improve the user experience
    • New mobile application for the end-users (requesters)
    • Chat: Further investing in the agent experience to make working in chat more efficient and auditable by adding:
      • Re-assignment
      • Reporting
      • Agent Availability


    • Windows scanner, WMI, and Red Hat Support
    • Select scanned ports: Control performance, resources, and intrusiveness by selecting to scan only ports that the customers need visibility of
    • Use a new CMDB data model to represent discovered entities


    Love it? Hate it? Want to be involved in our beta or design partnership programs? Let me know below!