The IT service desk that runs itself.
Triage tickets, automate routing, and give your team the visibility to act before things break.
Provide a single point of contact for users, deliver on your SLAs, and operate on ITIL best practices — all preconfigured and deployed in just weeks.
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The challenges weighing on your IT service desk
Your team is stuck reacting to incidents instead of anticipating them. SLAs are slipping, ROI is difficult to demonstrate, and you don't have the data you need to make confident, strategic decisions.
Stuck in Reactive Mode
Critical incidents, repetitive tasks, and unstructured requests pile up. Your technicians spend their days reacting to emergencies instead of preventing them — SLAs slip, service quality suffers, and planning for what's next never makes it to the top of the list.
Lack of visibility
Your dashboards are incomplete and unreliable. Measuring service desk performance, proving ROI, spotting bottlenecks — every answer takes hours to dig out. So decisions get made on gut, not data.
Self-service portal users avoid
Users continue to call and email instead. Requests arrive incomplete, miscategorized, and impossible to route efficiently. Your technicians spend more time clarifying tickets than resolving them.
From reactive to planned
Your processes are standardized, routing is automated, and every ticket reaches the right technician in the right context. Escalations trigger automatically before an SLA slips. Changes are planned, reviewed, and documented. Root causes are resolved at the source.
Automated workflows
Intelligent routing by category, priority, and support group. Zero manual intervention.
Change management
Plan changes, assess risk, and document every step with complete traceability.
Preconfigured service catalog
The most common service requests come ready to use — categorized, routed, and built on ITIL best practices. Live in weeks.
Automatic escalation
Support tickets at risk of breaching SLAs escalate automatically before they do. No incident falls through the cracks.
Incident and problem management
Spot recurring incidents, link them to the underlying problem, and resolve the root cause.
Reliable data for better decision-making.
Don't make decisions based on instinct. With centralized, reliable data, your dashboards show the real state of your service desk in real time. Performance reports run automatically — no manual exports, no guesswork. And recurring incidents surface with the context you need to find the cause and act.
Real-time dashboard
Critical incidents, SLAs at risk, and the prioritized queue — all visible to your team in real time. No more debating what's urgent.
SLA tracking with proactive alerts
Get alerted before an SLA breaches. Act before the user picks up the phone.
Trend and pattern detection
Spot systemic problems before they escalate, and back your ROI with hard numbers.
Technician workload at a glance
See who's overloaded and who has room to take more. Rebalance the queue with data, not gut.
Automated executive reporting
Performance reports generate themselves — ready to present, no manual exports required.
Self-service web portal users actually use
Intuitive and easy to use, the web portal captures complete and properly categorized requests — then routes them to the right group automatically. Users solve common questions through the built-in knowledge base and get updates at every step. Fewer Tier 1 tickets. Fewer calls.
Configurable self-service portal
Build dynamic forms, categories, and approvals around your processes — no technical expertise required.
Automatic updates and notifications
Users get updates at every stage of the process. Fewer follow-up calls, less load on your team.
One place for every request
A single point of entry for every internal service. Users know exactly where to go, every time.
Smart, preconfigured forms
Each request type has its own form with required fields and automated routing. Tickets come in complete and categorized correctly.
Built-in knowledge base
Users answer their own common questions. Fewer Tier 1 tickets, more time for the work that truly matters.
Octopus ITSM features
Everything you need to manage, automate, and run your IT services every day.
ITSM Processes
Incident management
Service request management
Problem management
Change management
Backlog management
Approval management
Self-Service Portal
Service catalog
Dynamic forms
Knowledge base
Multi-department requests
Modern, intuitive interface
Automation
Configurable workflows
Automatic escalation
Approval automation
AI-powered classification
Smart recommendations
Configurable Kanban boards
Reporting and analytics
Real-time dashboards
Custom reports
SLA / XLA tracking
MTTR analysis
Backlog management
IT assets
CMDB
IT asset management
License management
Flexibility and evolution
No-code platform
Preconfigured industry templates
Sandbox
Automatic updates
Enterprise Service Management (ESM)
Governance and security
ITIL compliance
Full audit trail
Role-based access control (RBAC)
Data hosted in Canada
SOC 2 Type 2
AD / SSO integration
Integrations and connectivity
Open REST API
Webhooks
Native connectors
Microsoft 365 / Teams integration
Email gateway
Extension marketplace
Collaboration and employee experience
Smart notifications
Mentions and comments
Mobile app
Real-time request tracking
CSAT surveys
Internal announcements
Never start from scratch
Hundreds of organizations have already laid the foundation. Their expertise and best practices are built into every Octopus solution through preconfigured, industry-standard templates.
Our ITIL-certified consultants bring deep industry expertise and guide you every step of the way, from deployment to continuous improvement.
Industry-specific preconfigured templates
Every industry (SMBs, healthcare, municipalities, education, public sector) has its own processes, terminology, and unique requirements. Your templates are already built to reflect them.
Deployed in just weeks
No more endless implementation projects. Your teams are up and running in just a few weeks with a solution that already reflects their reality.
No-code customization
Add forms, adjust workflows, and build automation rules directly within your solution. No technical expertise or external consultants required.
A partner that supports you
Our ITIL-certified consulting team supports you at every stage, from initial setup to the continuous evolution of your solution.
Meet your new built-in AI intelligent Assistant
Got a question? A request? A change to make? Just ask using plain language. Your Octopus AI Assistant figures it out and takes appropriate action. It's a fundamental shift in how you manage services.
Configuration, by conversation
Want to add a field, tweak a workflow, adjust a rule? Your AI Assistant does it for you — in real time, no code, no delay.
Proactively identify opportunities
Your AI Assistant scans for gaps, inefficient processes, and missing automations — then recommends concrete improvements before you think to ask for them.
Analyze your data
Ask about your tickets, work orders, SLAs, trends, equipment and assets the way you'd ask a knowledgeable colleague.
Automated communications
Need to write a user announcement, a release note, or a new procedure? Your AI Assistant writes it for you — in the right tone, ready to deploy.
Customer Stories
How ITSM service desks across Quebec and Canada transformed their operations with Octopus
Ready for your industry. From day one.
Co-developed with organizations just like yours, our solutions are grounded in proven industry best practices. Choose your sector and see how Octopus tackles your specific challenges.
