IT service
Incidents, changes, assets and access requests, set up around your rules rather than a vendor's process model. Your team builds and changes the workflows in low code, and AI can take over the implementation if you wish. Once the service desk is running, onboarding, purchasing and audits can follow on the same platform.
What matters
Today and tomorrow
It handles tickets. Everything else runs in spreadsheets and other tools, and that's where the gaps appear that the next audit will find.
Incident, change, asset and request in one data model, set up around your rules and developed further by your own team.
Typical processes
From the first ticket to recertification: every process is configured rather than programmed, and all of them work on the same data.
Reports from the portal, monitored mailboxes and other systems land in one place, with priority, ownership and deadlines in business hours. AI can suggest a category from the report text. Escalation follows your rules.
Approval stages by risk and scope, maintenance windows in view, a rollback plan as a mandatory field. Standard changes take the short route.
Devices, software and contracts linked to people, locations and cost centres, with a history across the entire lifecycle.
Picked from the groups that actually exist, approved by the line manager and the data owner, applied directly in your directory.
Solution articles maintained by the service desk and used by the assistant in its answers, internally and in the portal.
Accounts, hardware, access: tasks created by the HR process, scheduled for the first working day and revoked on the leaving date.
See HR processesIn depth · access request
The access request is a good example because it brings a lot together: data from another system, multi-stage approval, automatic execution and periodic review.
The requester picks from the groups that actually exist in your directory. The list is fetched fresh for every request, so there is no hand-maintained list to go out of date.
The line manager comes from the directory, the data owner from the data model. Both get a task. If it isn't dealt with, the platform sends reminders and escalates, counted in working hours.
Once approved, the group membership is set as a step in the workflow. Nobody has to enter it by hand. If this fails, an incident is raised so the error stays visible.
They can see in the portal where their request stands and get an email as soon as access works. No more chasing the service desk.
Who approved what and when, and what was actually set, is recorded on the case. When the agreed period is up, the data owner automatically receives a recertification task.
AI on the service desk
When setting up: your team builds the change process in the editor. If you prefer, you can describe it to the assistant instead, for example with risk classes, Change Advisory Board approval, maintenance windows and a fallback plan. The assistant then sets up the data model, forms, workflow and roles as a draft. Your team reviews each change and approves it. The previous state can be restored at any time.
Day to day: AI suggests a category from the report text, summarises long ticket histories and answers questions such as “Which priority-2 incidents have been open since yesterday?”. It works directly on your data, with exactly the permissions of the person asking.
It connects using your own access keys with your AI provider, or to an open model in your own data centre if you prefer. There is no separate AI licence.
In depth · incident
An everyday case and everything that has to happen between report and fix, without anyone having to remember it. Times and thresholds are examples from a configuration.
At 4:30 pm the monitored service mailbox creates the case and matches the reporter. AI suggests “Network · VPN” as the category from the text, and the service desk confirms with one click.
Impact and urgency make it priority 2, with a resolution target of four business hours. Business hours end at 5 pm, so it's due on Monday morning rather than Friday evening.
The case is linked to the reporter's laptop, including model, location and warranty. A report on the same data shows how often that model is affected.
If the case isn't worked on, the platform reminds the owner and then escalates to the team lead. You decide when that happens.
The fix is recorded on the case, the reporter sees the status in the portal, and the solution can become a knowledge article. Next time, the assistant finds it.
Your own workspace
On nexxcite, IT service is a workspace of its own: a dark, compact interface for the service desk, navigation built around tickets, changes, assets and knowledge, a home page showing the cases whose deadlines are close, and a service assistant that knows only IT data.
HR files, purchase orders and customer data are not visible to the service desk. For that role, they simply don't exist. The same applies the other way round: HR sees nothing of the service desk.
Roles can include other roles: second level inherits everything from first level and adds change approval.
Integration
A service desk depends on the systems around it. These connections are part of the platform and are configured rather than programmed.
People, managers and groups from the directory; sign-in through your identity provider.
Tickets from the mailbox, notifications and follow-up questions back to the reporter.
Monitoring systems raise incidents, other systems query the status.
Inventory data from your existing tools, on a schedule and monitored.
Attachments, screenshots and logs wherever you want your data to live.
Additional tools extend what the service assistant can do. The same permission checks apply.
Objections
If it's enough, don't. nexxcite becomes interesting once assets need to be more than a category, deadlines must count business hours and approved access should also be applied automatically. Or when onboarding, purchasing and audits would otherwise end up in yet more tools.
nexxcite doesn't prescribe a process model you have to follow. Your team maps the way you work in the editor. If you wish, AI sets up a first version from your description as a draft, which your team reviews and approves. If you follow ITIL, that's what you build. If you work differently, you map your own process.
The first working version is built directly on your process rather than after a requirements document. We accompany the first process and train your team along the way.
Your team. New categories, changed deadlines, an extra approval step: these are configured in a draft, approved and can be reversed if needed. No new software version or consultant appointment is required. Our aim is for you to build the second process without us.
No extra licence per application. You license the platform and the number of users signed in at the same time. Any number of applications is included.
It reads exactly what the person asking may read. The permission check applies to the assistant as to every other channel. For each assistant, you decide which data areas it knows. With your own access keys or an open model in-house, you also decide where data goes in the first place.
Yes. nexxcite runs as SaaS, in your own data centre or in your private cloud, spread across several servers and highly available if you need it.
Live demo
Usually it's the access request, asset management or a deadline that can't be calculated properly. We'll build it with you in the demo, following your rules, in the editor or with AI.