Incidents, requests and changes handled before they pile up.
Password resets and access requests close themselves, alerts from monitoring become incidents with the right owner, and your engineers spend their day on real problems.
The parts of this recipe, one at a time.
Each module runs on its own, so you can start with one and add the next. Available modules can start as a pilot now; the rest are in development.
- Request intake and routing Available
- Answers from approved knowledge Chat on approved knowledge Available
- SLA watch and escalation Available
- Back-office steps prepared for sign-off Back-office automation Available
- Links to monitoring, identity and dev tools System connector Available
- Accounts and equipment for new hires and leavers Cross-team checklist In development
Your IT team is a human router.
- Half the tickets are the same five requests: access, passwords, equipment, software, "it doesn't work".
- Alerts from monitoring and messages from users arrive separately, so one outage becomes thirty tickets.
- New hires wait days for accounts and laptops because the request sat in someone's inbox.
- Nobody sees which systems a change will touch until it breaks something.
From the first alert to a closed incident — and a change that doesn't break things.
Step 1Intake
Requests from the portal, chat and email, and alerts from monitoring, land in Creatio classified and linked to the affected system.
Step 2Self-service
Routine requests are answered from approved knowledge or fulfilled from the service catalog, with approval.
Step 3Incident and problem
Related tickets are grouped into one incident; repeats become a problem with a root cause.
Step 4Change
Each change shows the systems it touches and goes through approval before release.
Step 5Watch the SLA
Breach risk is flagged before it happens, and the incident is escalated.
The best of what exists, put together.
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Intake
Creatio, out of the box Incidents and service requestsSelf-service portalCreatio agents Case classification and routingCreatio Marketplace Zabbix connectorWhat we add Request intake and routing -
Self-service
Creatio, out of the box Service catalogKnowledge baseCreatio agents Knowledge base answersCreatio Marketplace Service catalog -
Incident and problem
Creatio, out of the box ProblemsConfiguration itemsCreatio agents —Creatio Marketplace Jira connectorConfiguration item designer -
Change
Creatio, out of the box ChangesReleasesCreatio agents —Creatio Marketplace —What we add Cross-team checklistIn development -
Watch the SLA
Creatio, out of the box Service agreements (SLA, OLA, UC)Creatio agents —Creatio Marketplace Time calculationWhat we add SLA watch and escalation
| Layer | What you get |
|---|---|
| Creatio, out of the box | Incidents and service requests, problems, changes, releases, configuration items, service catalog, service agreements (SLA, OLA, UC), self-service portal, knowledge base |
| Creatio agents | Creatio.ai agents for service automation: case classification and routing, knowledge base answers |
| Apps from the Creatio Marketplace | Zabbix and Jira connectors, configuration item designer, service catalog, time calculation — connected when you need them |
| What we add | Links to your monitoring, identity and dev tools, auto-fulfilment of routine requests, grouping of alerts into one incident, the whole process with its rules and approvals |
The model judges. Code decides. A practitioner approves.
The model
Classifies requests and alerts, suggests the affected system and a likely cause, drafts answers
Code
Groups alerts, routes, holds SLA timers, fulfils approved catalog requests, writes back to Creatio and your tools
A practitioner
Your engineer or IT lead: approves access and changes, owns incidents, confirms the root cause
Three weeks. Two or three modules. Live in your Creatio.
We usually start with request intake and answers from approved knowledge for the top five request types. Access, data and who signs off are settled before we build.
Questions about ITSM on Creatio CRM
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Can Creatio CRM run an IT service desk (ITSM)?
Yes. Creatio Service covers ITSM, not only customer service: incidents and service requests, problems, changes, releases, configuration items, a service catalog and SLA, OLA and UC agreements. Monitoring and Jira connectors come from the Creatio Marketplace if you need them.
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We already run Creatio Service. What changes for our IT service desk?
Your incidents, catalog and agreements stay. We add self-service for the most common requests, alerts grouped into one incident, and links to your identity and monitoring tools — so engineers stop routing tickets by hand.
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What does the IT service desk recipe connect to?
Identity and access (such as Microsoft Entra ID, Okta or Google Workspace), monitoring (such as Zabbix or Datadog), Jira, Microsoft Teams or Slack, email, and the HR portal for the accounts and equipment of new hires and leavers.
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What does AI change on the IT service desk?
Routine requests close themselves: password resets, access to standard systems, software from the catalog and equipment — any request with a clear rule. Related alerts become one incident, and where a request needs approval, it reaches the approver ready to sign.
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Where does an IT service desk project start, and how long does it take?
With request intake and answers from approved knowledge for your top five request types, as a 3-week pilot. Incidents, changes and the links to your monitoring follow, one module at a time.
Then incidents, changes — and HR onboarding.
Monitoring alerts, problem and change management, SLA watch. Accounts and equipment for new hires come from the HR portal's onboarding checklist.
Creatio CRM
See which tickets your IT team can stop routing by hand.
30 minutes. We look at your IT requests and pick the first modules with you.