System of Record · Operations
OwnITSM
Incident. Problem. Change. Request. CMDB.
A unified service management platform covering the core ITIL practices — incident, problem, change, request, and knowledge — plus a full CMDB, in one workspace with AI-assisted triage and audit readiness.
In week one. Not year one.
01
Incidents arrive already triaged and routed by AI before the first human logs in.
02
One inbox orders incidents, problems, changes, and requests by SLA countdown — no tab-hopping.
03
DPDP, ISO 27001, and SOC 2 evidence accumulates as work happens, not in the week before the audit.
And the ServiceNow renewal stops being a line item — the replacement is an asset you own. Run your numbers →
What sets it apart
All ITIL practices unified in one workspace — not bolted together
AI-assisted triage routes incidents before a human touches them
Audit-ready for DPDP, ISO 27001, and SOC 2 out of the box
Key Capabilities
Service Desk Command Centre
Live KPI band, SLA breach counters, and recent incident stream with priority-based routing.
Unified Agent Inbox
Incidents, problems, changes, and requests sorted by priority and SLA in a single cross-practice view.
CMDB & Service Catalogue
Configuration management database, service catalogue, and knowledge base integrated into every workflow.
AI Copilot
Triage and remediation assistance with audit readiness for DPDP, ISO 27001, and SOC 2 compliance.
Who it’s for
SLA breach counters, priority routing, and cross-practice visibility — replace the spreadsheet war room.
Unified agent inbox with incidents, problems, changes, and requests sorted by priority and SLA countdown.
CMDB with configuration tracking, change audit trails, and compliance evidence collection built in.
Perpetual Licence
OwnITSM is available as a perpetual licence. You own the software forever. Deploy on your infrastructure. No annual renewals, no per-seat pricing, no vendor lock-in. Prefer OpEx? A managed subscription is available too — switch between the two anytime, nothing to re-buy.
Every screen here also works without the screen.
OwnITSM implements the Own360 headless spec: a standard /api/v1 surface with OpenAPI, cursor pagination, idempotent writes, and entity.changed events — drivable from its own CLI, any HTTP client, MCP tools generated straight from its OpenAPI, and the OwnAgents runtime.
$ ownitsm entities # 7 entities
$ ownitsm ticket list --limit 20
$ ownitsm ticket create --data '{…}'
$ ownitsm domain resolve_ticketThe generated OwnITSM CLI — every entity and domain op, OwnAuth-authenticated, idempotent by default.
Entities
Domain ops
15 verified agent tasks · 4 cross-app workflows
- OwnITSM → OwnDesk — OwnITSM incident → OwnDesk public ticket mirroring it (id in subject)
- OwnFlow → OwnITSM — OwnFlow workflow triggered → OwnITSM incident raised by it
- OwnITSM → OwnDesk — ITIL chain: OwnITSM incident -> problem -> change request -> OwnDesk customer ticket, each carrying the upstream id
- OwnITSM → OwnWiki — OwnITSM incident -> OwnWiki runbook page titled with the incident id
Inside OwnITSM
The full story — why it exists, what it replaces, every capability in detail, and real product screens.