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IT Asset Management and Service Desk for Structured IT Operations
The Starter license includes IT asset and ticket management, a client portal, a knowledge base, live chat, and internal messaging. Advanced service desk functions, including change, problem, and release management, are available with the Enterprise license.
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Computer Inventory and Company Asset Tracking
IT departments need a single, consistent inventory that does not enforce rigid schemas and is not limited to computer hardware alone. Codenica ITSM + ITAM enables the inventory of computers and any type of company equipment based on data models defined directly by the IT team. As a result, the inventory reflects the actual organizational structure instead of a predefined tool template.
Flexible Asset Inventory Designed for Real IT Environments
Codenica ITSM + ITAM allows organizations to define their own asset inventory models without being limited to predefined hardware categories. IT teams can register not only computers, monitors, servers, and software, but also licenses, peripheral devices, consumables, infrastructure components, or fully custom asset types. Each asset has its own record with a complete history of changes, assignments, locations, and links to users and tickets. A centralized cloud-based database built on Microsoft Azure ensures data consistency, easy access, and full control over company assets across the entire organization.
Ticketing System as a Core Tool for IT Operations
For IT departments, a ticketing system is not an optional add-on but a fundamental tool for organizing daily work. Codenica ITSM + ITAM structures the handling of requests from customers and employees, eliminating the chaos of emails, phone calls, and informal agreements. Every request is recorded in a single shared system with a clear status, priority, action history, and assigned responsibility.
Clear and Structured Service Request Handling
The ticketing system in Codenica ITSM + ITAM enables IT departments to handle service requests based on clearly defined processes. Each ticket contains information about the issue, the requester, priority level, and the history of communication and completed actions. Tickets can be categorized and assigned to specific teams or agents, allowing better control over workload distribution and response times. A centralized ticket register provides transparency of IT activities, simplifies reporting, and supports consistent service delivery in both internal and external environments.
Change Management as Control Over the IT Environment
Changes in IT infrastructure are inevitable-updates, configuration changes, migrations, new services, or system modifications. For IT departments, the key factor is not the act of change itself, but full control over what is changing, when, by whom, and with what impact on the environment. Codenica ITSM + ITAM supports structured, predictable, and secure change management.
Safe and Controlled IT Changes
The Change Management module in Codenica ITSM + ITAM (Enterprise license) enables IT teams to plan, analyze, and implement infrastructure changes in line with ITIL best practices. Each change has a clearly defined scope, priority, schedule, and assigned roles responsible for implementation and approval. The system supports risk assessment, linking changes to specific assets, tickets, and problems, and maintaining a complete history of decisions and actions. This allows IT teams to reduce the risk of uncontrolled modifications, minimize downtime, and gain full auditability of changes-essential both for daily operations and for audits or compliance reviews.
Problem Management Instead of Constant Incident Firefighting
For IT departments, the real challenge is not individual incidents, but the underlying problems that repeatedly cause them. Recurring outages, the same tickets returning every few days or weeks, and a lack of time for root cause analysis lead to team frustration and reduced environment stability. Problem management in Codenica ITSM + ITAM allows teams to move beyond reactive support and focus on consciously eliminating the sources of recurring issues.
Stability Built on Root Cause Analysis
The Problem Management module in Codenica ITSM + ITAM (Enterprise license) enables IT teams to identify, analyze, and document the root causes of incidents affecting IT services. Problems can be linked to multiple tickets, IT assets, changes, and failure history, allowing teams to view the full operational context. The system supports trend analysis, impact assessment, and the planning of corrective and preventive actions. This allows IT teams to reduce the number of recurring incidents, improve overall environment stability, and focus on infrastructure development instead of repeatedly reacting to the same problems.
Release Management Without Chaos or Uncontrolled Deployments
In IT environments, the greatest risk is not the change itself, but the way it is deployed. A lack of release control, manual checklists, and rushed deployments often lead to unexpected outages and downtime. Release management in Codenica ITSM + ITAM organizes the deployment process in a predictable, repeatable way aligned with ITIL best practices.
Controlled Deployments with Full Change Visibility
The Release Management module in Codenica ITSM + ITAM (Enterprise license) enables IT teams to plan, coordinate, and execute releases based on approved changes and the actual state of the IT infrastructure. Each release can be linked to specific changes, problems, tickets, and assets, providing full technical and business context for deployment decisions. The system supports release scheduling, risk assessment, scope control, and detailed deployment documentation. As a result, IT departments reduce post-deployment incidents, maintain production stability, and deliver changes in a controlled, predictable, and fully auditable manner.
Knowledge Base as Practical Support for IT Operations
In IT departments, recurring issues are inevitable but solving them from scratch every time is not. The knowledge base in Codenica ITSM + ITAM allows IT teams to turn their experience into structured, easily accessible documentation that supports both end users and IT professionals.
Knowledge Available Exactly Where It Is Needed
The knowledge base in Codenica ITSM + ITAM enables IT teams to create articles, instructions, procedures, FAQs, and ready-to-use solutions directly linked to tickets, problems, changes, and releases. Articles can be shared with customers or employees through the Client Portal or used exclusively within the IT department. This allows end users to resolve common issues on their own, while IT teams gain a consistent source of operational knowledge that reduces ticket resolution time, limits recurring incidents, and simplifies onboarding of new staff. The knowledge base becomes an integral part of ITIL processes, supporting continuous improvement of IT service quality.
The Client Portal Completes the Work of the IT Department
A well-designed client portal reduces the workload of IT teams, structures communication, and guides users toward the right processes. In Codenica ITSM + ITAM, the client portal is not an add-on-it is an integral part of the system, tightly connected with tickets, assets, and the knowledge base.
One Place for Communication, Information, and Self-Service
The client portal in Codenica ITSM + ITAM serves as a central point of contact between users and the IT department. Customers or employees can create and track service requests, access the knowledge base, communicate via live chat and the messaging system, and view assets and documents assigned to them in the inventory. Thanks to the direct integration of the portal with the ticketing system and asset management, IT teams receive full contextual information already at the moment a request is submitted. The portal supports user self-service, reduces the number of repetitive requests, and significantly lowers the operational load on IT teams, while maintaining full control over access to data and system features.
Internal Messaging System for Contacting the IT Department
Not every issue requires an immediate response or real-time conversation. Asynchronous communication allows IT teams to work methodically, without the pressure of live chat, while preserving full context and continuity of information.
Communication Without Email Chaos
The internal messaging system in Codenica ITSM + ITAM enables structured, asynchronous communication between the IT department and customers or employees. Messages are linked to users, tickets, and IT assets, ensuring that every conversation retains full technical and historical context. Support for file attachments, screenshots, and documents eliminates vague problem descriptions and accelerates diagnosis. For IT teams, this means fewer unstructured emails, no loss of information, and the ability to work according to priorities rather than the pressure of immediate responses.
Live Chat as an IT Support Tool
Not every issue requires creating a full ticket. In many cases, a quick conversation helps clarify the problem, resolve doubts, or provide immediate assistance without triggering the entire ticketing workflow.
Fast Contact Without Losing Control
Live chat in Codenica ITSM + ITAM enables real-time communication between the IT department and customers or employees while preserving full context, including user information, assigned assets, and previous tickets. For IT teams, this means fast responses to simple questions, initial problem diagnosis, or quick clarification of details without unnecessary email exchanges. When needed, a chat conversation can be seamlessly converted into a service ticket without losing content or communication history. As a result, live chat acts as a structured support channel that enables faster assistance while maintaining order in IT operations.
