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xAssets Service Management Software is available as an integral part of the xAssets IT Asset Management solution. This architecture optimizes Service Delivery by ensuring that all incidents are connected into the organisation's IT Asset Infrastructure. Having direct access to the Asset database in a single integrated application ensures rapid call resolution through data quality, accessibility, accuracy and consistency.
Unlike standalone help desk tools, xAssets connects every incident, change request and problem record directly to real asset data — hardware configuration, installed software, warranty status, location and user assignment. Technicians see the full picture without switching between systems, which means faster diagnosis and fewer repeat calls.
When an end user raises an incident — by email, self-service portal or phone — the system automatically links it to the caller's assets using Active Directory, Intune, SCCM, or network discovery data. The configurable workflow engine then routes the ticket through your defined process: triage, assignment, escalation, approval and closure — each step tailored to the incident type and priority.
Every form, field and workflow is configurable per asset type, user group and logon profile. There is no coding required — administrators use the built-in form designer and workflow editor to adapt the system as business needs evolve.
The software was written with these business goals in mind:
Incidents and Problems are reduced as follows:
Incidents and Problems are resolved quickly for the following reasons:
The workflow engine is configured according to customer requirements and enables the conditional routing of incidents, problems and other types of task through a defined process.
The browser based interface enables access from any PC on the network. The self service module is simple and enables end users to submit incidents by email or web form, and they can subsequently close incidents themselves.
The user interface is configured to exact customer requirements, so just the information needed by the business is recorded against each incident. Since all assets are usually stored in the ITAM application, there is no requirement for technicians to complete asset information. The help desk simply finds the caller by name, location or serial number, and raises an incident against the callers computer asset. Asset information is automatically discovered on a regular basis and is always up-to-date.
Define SLA targets per incident priority and category, then track compliance in real time. Dashboard KPIs show open incidents by age, assignment group, category and breach status. All charts are drilldownable — click through from a summary pie chart to the individual incident records behind the number.
Inbound emails automatically create or update incidents. Outbound notifications keep callers and technicians informed at each workflow stage. Email templates are fully configurable and can include asset data, links and attachments.
Service Management is included with the Professional and Enterprise editions of xAssets IT Asset Management. It is designed to work best when connected to asset data, but you can enable it without deploying discovery or other ITAM features initially.
Yes. The workflow engine supports Incident, Problem and Change Management processes aligned with ITIL best practices. Workflows are configurable, so you can adapt them to match your organisation's maturity level rather than being forced into a rigid framework.
Most customers are live within days. Because the platform is cloud-hosted and browser-based, there is no client installation. Form and workflow configuration is done by xAssets specialists in collaboration with your team during onboarding.