IdentityStream

Target Groups & Use Cases

Who is IdS ITSM for? The solution is particularly relevant for:

• IT managers: who want full overview of all IT support requests, ensure SLAs are met and that IT delivery performs optimally.
• Service desk managers: who want to streamline support work with a professional case handling system, better knowledge sharing and self-service solutions for users.
• Compliance officers: who must document all incidents and changes for audit and supervision, and ensure compliance with frameworks such as DORA, ISO 20000 and ICT regulations.

Typical use cases:

• Handle all IT support requests through one common system with prioritization, SLA tracking and statistics for continuous improvement.
• Document change processes from planning to production deployment – complete history and approval trail for audit purposes.
• Offer self-service for common requests (like password reset), so employees get help faster and the support team is relieved.
• Alert affected groups quickly during outages or critical incidents (e.g., send SMS alerts to responsible teams during downtime) to ensure effective crisis management.

Customer Value and Benefits

"With the ITSM module, we've got a professional helpdesk with self-service and knowledge base. Changes are handled in a structured way according to ITIL, and we finally have overview of systems in CMDB."

• Faster resolution of cases and incidents
• Less manual work through self-service
• Increased user satisfaction and better SLA achievement
• Documented control over changes and IT environment

Regulatory Compliance

• DORA: requirements for documentation and handling of ICT incidents and changes (ITSM facilitates necessary logging and reporting).
• ISO 20000 / ITIL: the solution's processes follow best practices for IT service management, ensuring standardized and efficient work.
• ICT regulations: supports requirements for management, internal control and documentation of operations and changes in the financial sector.