IT Service Management Software - ITSS, ITSM, ITIL Operation and Maintenance Management System - Work Order System - IT Service Desk

Is your IT service management facing these challenges?

Slow incident response

Frequent failures and cumbersome handling procedures affect the stable operation of the business?

The problem is difficult to eradicate

Lack of effective root cause analysis causes similar problems to recur, wasting IT resources?

High risk of change

Are change processes not standardized and insufficiently evaluated, leading to unexpected disruptions or accidents?

Poor service experience

The response is not timely, the processing process is not transparent, and user satisfaction is low?

Yanqianyun ITSM helps you overcome challenges and enhance IT service value

: Rapid response and service recovery to ensure business continuity

Smart bill of lading and dispatch
Supports multiple bill of lading methods (including voice and pictures), combined with automated rules or AI, to quickly record and assign events to the appropriate handlers
Full visual tracking
From incident reporting to resolution and closure, real-time progress is monitored, and the intelligent assistant provides timely reminders of key nodes.
AI-assisted quick solution
Leveraging knowledge base and AI analysis to provide diagnostic recommendations, accelerate service recovery, and shorten mean time to resolution (MTTR)

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: Deeply identify and eliminate root causes to prevent problems from recurring

Correlation analysis and visualization
Automatically correlate related events and configuration items to form a panoramic view of the problem, making it easier to identify the root cause
Intelligent root cause exploration
AI-assisted analysis of historical data and patterns provides potential root causes and solution suggestions, improving resolution efficiency
Knowledge accumulation and improvement
Record effective solutions and workarounds in the knowledge base, implement preventive measures, and continuously improve service stability

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: Standardize change processes and balance agility and business stability

Standardization and classification management
Supports standard, emergency, routine and other change types, and configures flexible approval processes to meet the needs of different scenarios
Risk Assessment and Automation
Built-in risk assessment model, combined with automated workflow to execute change tasks, reduces human errors and improves change success rate
Transparent traceability and auditing
Completely record the entire change process (from application to assessment, approval, implementation, and review) to support compliance checks

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: Optimize service request processing and improve user satisfaction

Service Catalog and SLA
Provide a clear service catalog for users to choose from, set clear service level agreements (SLAs) to ensure that promises are fulfilled
Automation and intelligent dispatch
Automatically handle common, low-risk service requests and efficiently allocate processing resources through intelligent rules
Data-driven experience optimization
Centrally manage and analyze service request data to identify improvement opportunities and continuously enhance user experience

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Core feature highlights

Incident Management

Quickly record, diagnose, and resolve IT service interruptions to restore normal operations
Problem Management

Quickly record, diagnose, and resolve IT service interruptions to restore normal operations
Change Management

Standardize, evaluate, and implement IT changes to reduce risks and ensure business stability
Service Request Management

Efficiently handle standardized user requests (such as permission requests and information inquiries) through the service catalog
Knowledge Management

Build and maintain a knowledge base to facilitate user self-service queries and improve IT support efficiency
Service Level Management

Define, monitor and report on Service Level Agreements (SLAs) to ensure service commitments are met
Configuration Management

With CMDB as the core, manage IT configuration items and their relationships
Service catalog management

Clearly present the IT service list and acquisition rules

Intelligent Assistant

Provide 24/7 self-service to answer common questions, guide users' operations, and seamlessly transfer to manual service when needed.
Smart Bill of Lading

Supports multiple methods such as text, voice, and pictures to easily submit service requests or report incidents.
Smart Recommendations

When submitting a bill of lading, the system intelligently recommends matching solutions, similar historical work orders, and related knowledge content to help quickly locate the problem.
Intelligent work order allocation

Intelligently identify work order classification and skill requirements, extract work order tags, and assign them to the most appropriate handler or team based on the order splitting rules.
AI-assisted operation and maintenance suggestions

Integrate knowledge base, historical similar work orders, user communication information and general capabilities of large models to provide users with preliminary solution suggestions.
Smart Summary

Based on AIGC and large language model technology, it realizes the intelligent extraction and value conversion of unstructured service data in scenarios such as online customer service and call centers.
Smart Quality of Service Check

Automatically analyze service interaction records (such as work order processing and user satisfaction feedback), identify service highlights and shortcomings, and provide improvement suggestions.
Intelligent knowledge accumulation

Intelligently diagnose knowledge gaps, refine knowledge content, build knowledge systems, and adapt to multiple business scenarios to achieve high-quality accumulation and efficient transformation of corporate knowledge assets.

Solution Advantages

End-to-end process coverage and optimization

Based on ITIL best practices and integrating AIGC technology, we manage the complete life cycle of IT services (incidents, problems, changes, requests) and build an efficient and collaborative service closed loop.
AI-driven intelligent improvement

AI capabilities such as intelligent dispatching, diagnosis, and knowledge recommendation, combined with a powerful automation engine, free IT teams from repetitive work, allowing them to focus on strategic value and comprehensively improve operation and maintenance efficiency.
High flexibility and configurability

It provides visual process design, form customization and rule configuration capabilities, easily adapting to the company's unique business processes and management needs to support business development.
Data insights drive continuous improvement

Multi-dimensional real-time data dashboards and reports provide in-depth service performance analysis, helping you quantify service levels, identify bottlenecks, and continuously optimize service quality and user experience.

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