MegaPardaz software

IT and Service Management (ITSM) Software

MegaPardaz ITSM manages IT requests, tickets, IT assets, user access, security incidents and SLAs alongside organizational security.

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Key capabilities: 8
Subsystems and modules: 8
Integration with other MegaPardaz software: 8

What it is

Controlled, traceable IT services

Every IT request is tracked with a ticket and SLA, technology assets are registered and linked to employees, and access and incidents are controlled and audited.

Organizations need a central service desk so every IT request is recorded and followed on one orderly path.
Managing service-level commitments makes support quality measurable and improvable.
Registering IT assets and licenses enables cost control and software compliance.

Problems it solves

IT requests pile up without a process

Without tickets and SLAs, failures and access requests aren’t followed up, IT assets go missing and security incidents go unrecorded.

IT requests arrive by message, phone and walk-ins, with no orderly, trackable queue.
Ticket status isn’t visible to users or managers, and repeated follow-ups waste time.
IT assets and software licenses aren’t recorded accurately and can’t be found when needed.
Access to systems is granted or refused without a defined approval path.
Service levels aren’t met because response and resolution times aren’t measured.
Knowledge for recurring issues stays with a few specialists and is solved from scratch each time.

Key capabilities

IT requests and tickets

Log incidents and service requests and track them with priority and SLA.

Technology assets (CMDB)

User access management

Request, approve and grant technical access and user accounts.

Security incidents

Record and follow up information-security incidents.

SLA and escalation

Service levels, response times and automatic escalation of requests.

Change and release

Manage change requests and controlled releases.

IT knowledge base

Documentation and common solutions for faster answers.

HR and asset links

Equipment and access linked to employees and assets.

Subsystems and modules

01IT requests
02Internal tickets
03IT assets
04Network and servers
05User access
06Security incidents
07SLA
08IT knowledge base

Core operational flows

Flow 1

IT ticket

Log request
Priority and SLA
Assign to specialist
Resolve and record solution
Close ticket

Flow 2

Access request

Submit access request
Manager approval
Granted by IT
Recorded and audited

Flow 3

Change management

Log change request
Risk review
Approval
Implementation
Post-release review

Management controls

Service catalog control
IT managers define request types, priorities and target times.
Access governance
Every access grant has an approver and an audit record for later review.
Team workload view
Managers see open tickets by specialist, priority and SLA state.
Asset accountability
Each IT asset has a known holder, location and status.

Reports and dashboards

Tickets and SLA report
IT assets report
User access report
Security incidents report
IT team workload report
ITSM dashboard
Technology assets dashboard
SLA and ticket dashboard
Security incidents dashboard

Integration with other MegaPardaz software

Asset and property management
Organizational roles and access control
Workflow and approvals
Organizational knowledge base
Equipment maintenance
Service-level commitments
Operations dashboard
Document management

Security, access and audit

Role-based access control (RBAC) down to menu, data and record level
Full per-company data isolation with a multi-tenant architecture and dedicated databases
Audit trail for every sensitive operation (create, edit, delete, approve)
Multi-step approval chains and a shared cartable across departments

Automation and workflow

SLA escalation
Tickets approaching or breaching their SLA are escalated automatically.
Access approval routing
Access requests go to the right manager through the cartable.
Onboarding and offboarding links
HR changes prompt the related equipment and access actions.
Notifications
Requesters are notified as their tickets move between stages.

AI and BI

Intelligent ticket prioritization
Detection of recurring incidents and root causes
Alerts on unusual access risk

Business benefits

All requests are recorded in one queue and handled by priority and service level.
Users can track their own requests, reducing repeated calls.
Specialist assignment and response scheduling bring order to the IT team.
The knowledge base significantly shortens resolution time for recurring issues.
Software license costs are controlled through accurate asset records that prevent duplicate purchases.
User downtime falls thanks to faster, more orderly handling.
IT team productivity rises by removing repetitive work and manual follow-up.
Unused assets are identified for reallocation instead of new purchases.

Who it is for

Technology companies
Large organizations
Holdings
Multi-branch organizations
Service companies

Primary user roles: IT director, IT support specialist, Infrastructure manager, Information security officer, IT asset manager, Managers of requesting departments, Operations director, Organizational users

Frequently asked questions

Are IT tickets tracked against SLAs?

Yes. Each ticket has a priority and SLA and is escalated when late.

Are IT assets registered?

Yes. Hardware, software, servers and network are registered in the CMDB and linked to employees.

Are access requests controlled?

Yes. Access is granted with manager approval and fully audited.

Are security incidents managed?

Yes. Information-security incidents are recorded, followed up and reported.

Is it connected to HR?

Yes. Equipment and access are linked to employee files and onboarding and offboarding.

See this software on your organization’s real scenarios

We run a demo session based on your organization’s actual processes.

Request a Demo

Talk to the MegaPardaz sales team about plans, deployment and pricing.

Contact Sales