Incident management
Triage, prioritisation and resolution of service disruptions, with clear SLAs and automatic escalations. Your teams stay in control of urgent cases and follow progress in real time.
ITSM & ESM
Manage your IT and business services, end to end.
Doopera structures your IT service management and extends it across the whole company (HR, finance, facilities) on ITIL best practices, using no-code, AI-powered platforms.
Discuss your project The context
Reliable services, expected everywhere in the company.
IT support is no longer about fixing the odd workstation. It has to back an organisation that expects fast, traceable answers of consistent quality. Bringing order to service management means more responsiveness, while keeping costs and risks under control.
A support desk under pressure
Scattered tickets, unclear priorities, stretching delays: daily work lacks structure and visibility.
Poorly tooled processes
With no catalogue or clear routing, requests are handled by hand, unevenly, and quality depends on individuals.
Hard to steer
Without reliable data, it gets difficult to measure performance, anticipate workload and justify investments.
Our approach
The service lifecycle, under control.
We build your service management on a clear sequence, grounded in ITIL best practices, from the first ticket to continuous improvement.
- 1
Incident & request
We restore the service as fast as possible and handle everyday requests through a single point of entry.
- 2
Problem
We trace recurring incidents back to their root causes so they can be removed for good.
- 3
Change
We plan and roll out changes in a controlled way, keeping risk to a minimum.
- 4
Continuous improvement
We measure, adjust and steadily raise the quality of service over time.
ESM: beyond IT
The same practices that structure IT support apply to every internal service. HR, finance, facilities: each team handles its requests through a single portal, with approval flows, tracked timelines and real traceability. The experience becomes consistent for every employee, whatever the service they reach out to.
What it covers
The building blocks of complete service management.
Requests & service catalogue
A self-service portal and catalogue turn everyday requests into guided journeys. Users know what to ask for, and every request follows a consistent approval path.
Problems & root cause
We separate the symptom from the underlying problem and run a methodical root cause analysis. Recurring incidents are tackled at the source, not just worked around case by case.
Changes & releases
Technical changes are planned, assessed and approved before deployment. Schedules, maintenance windows and rollback plans keep risk on production under control.
Assets (ITAM) & CMDB
An up-to-date inventory of hardware, software and cloud resources, linked to a CMDB that maps dependencies. You gain visibility on the estate, on costs and on impacts.
Knowledge base & self-service
Articles, FAQs and procedures let users solve simple cases on their own. Team knowledge is captured, shared and reusable, which takes load off the support desk.
Powered by AI: autonomous self-service agents, a copilot for your teams and augmented analytics for steering. Learn more →
An ITSM or ESM project?
Let's frame your service management together.