Incidents, requests, problems, and changes with CAB; automatic assignment by workload and coverage, SLA with due-date traffic light, a discovery agent that automatically inventories hardware, software, patches, and virtualization, and ITSM Copilot, the AI that pre-diagnoses the ticket by understanding the affected system and its change history. Part of OMNIA Workspace: ITSM · CMMS · SSO · GRC · CRM on a single data master.
A traditional service desk collects the case, but doesn't understand or route it well: the agent investigates from scratch, nobody knows whose turn it is, the CMDB is out of date, and a change gets approved without seeing that it collides with another one. OMNIA ITSM tackles exactly that, end to end and with no per-agent license.
It's not an inbox. An agent runs an automatic initial triage as soon as the ticket is created, and if it belongs to an application, ITSM Copilot identifies which one and understands its recent change history before anyone touches it.
Impact relationships and physical/virtual hierarchy reconciled by an in-house agent (COBIT BAI09/10), not a spreadsheet nobody updates.
Every RFC shows its risk and its collisions against the change calendar before reaching the CAB, which acts as an execution gate.
The support group and the SLA are inferred from the topic; assignment respects the group's zone coverage.
Incident, request, problem, and change share the same CMDB, the same catalog, and the same knowledge base, with no extra licenses for what Aranda, BMC, or ServiceNow bills or configures separately.
Logging, categorization, and escalation by impact/urgency matrix, with automatic assignment and reassignment guided by the AI diagnosis.
Request catalog with its own approval workflow and an SLA independent from the incident.
Root cause analysis, known error, and automatic linking to the recurring incidents that originated it.
RFCs with risk analysis and collisions against the change calendar; the CAB acts as an execution gate, with an auditable log.
The SLA is inferred from the topic (with fallback rules by organization and by zone). Due-date traffic light with 5 states and a MoM/YoY dashboard.
Published portfolio with delivery times and a service owner, consumable from the portal.
Inventory with impact relationships and reconciliation by an in-house discovery agent, physical and virtual hierarchy, not a loose CSV.
Articles linked to the ticket, with automatic suggestions by similarity when the case is opened.
Templates by case type, a standardized closure workflow, and automatic triggering of the satisfaction survey (CSAT).
Case tracking and catalog, without going through an agent for the simple stuff.
When the case is created, the system already knows the support group, the SLA that applies, and the technician who should take it, respecting zone coverage.
A discovery agent runs on every machine, is cross-platform, and automatically inventories hardware, software, patches, and virtualization, without depending on someone updating a spreadsheet.
CPU, RAM, disks, network, and running services, per machine.
Inventory of packages and versions for ITAM and licensing.
OS and security updates not yet applied, per machine.
Detects the virtualization host and virtual machines automatically, regardless of the platform.
Automatically finds the devices connected to the network.
Isolated access per tenant; the same agent serves the whole operation.
It's not a generic chatbot on top of the form. When the ticket is created, an agent classifies the domain against the CMDB: infra → events + CMDB, security → access + compliance, application → ITSM Copilot identifies which one and understands its recent change history. The likely cause is ready in the ticket before the technician opens it. Then, real-time agent copilot: screen-pop by UCID, 360 customer view.
Likely regression in the premium calculation after last night's deployment. Review the recent change before reassigning to tier 2.
Automatic screen-pop by UCID with the 360° customer view when answering, the same context already brought by the pre-diagnosis.
Native omnichannel, not a third-party connector: WebRTC softphone, WhatsApp inbox, and call classification feed the same ITSM, with field service for what requires an on-site visit.
Calls from the browser, no heavy client, integrated into the agent's ticket.
Conversations that become tickets, with the contact's full history.
Every call is classified and linked to the case, with no duplicate manual entry.
Voice, WhatsApp, and ticket share a single timeline per contact.
The same case can be opened via portal, voice, WhatsApp, or email, same data.
Field routes by zone/geolocation when the case requires an on-site visit.
Less noise, more signal: alerts are deduplicated and correlated before becoming an actionable incident.
Correlation and deduplication of monitoring events that open or update the corresponding incident.
Status page showing the health of monitored services, visible to the organization.
Operational runbooks linked to the event, so the response doesn't depend on the shift's memory.
Every request is scored with a business, risk, and compliance model before competing for budget and capacity. The digital SRS documents the request in a versioned way, linked to the ticket.
Hard rule: a regulatory obligation with a deadline is automatically marked CRITICAL, regardless of the weighted score of everything else.
Where the competition charges for separate modules (💲), solves it partially (◑), or simply doesn't have it (, ), OMNIA ITSM has it native. Honest read: we don't claim parity in enterprise maturity or AIOps at scale.
| Capability | OMNIA ITSM | Aranda (ASMS) | BMC Helix / Remedy | ServiceNow |
|---|---|---|---|---|
| Automatic assignment by workload and coverage | ✓ | ◑ | ✓ | ✓ |
| SLA with due-date traffic light (5 states) | ✓ | ◑ | ✓ | ✓ |
| RFC with risk/collisions + CAB | ✓ | ✓ | ✓ | ✓ |
| CMDB with in-house discovery agent (HW/OS/patches/virtualization) | ✓ | ◑ | ✓ | 💲 |
| AI triage/classification when the ticket is created | ✓ | , | ◑ | ◑ |
| ITSM Copilot, AI that pre-diagnoses the ticket using the system's change history | ✓ | , | , | , |
| Native omnichannel (WhatsApp + WebRTC softphone) | ✓ | , | 💲 | 💲 |
| Field service · zone routing | ✓ | , | 💲 | 💲 |
| ITAM · license management | ✓ | ✓ | 💲 | 💲 |
| Unified multi-tenant model, configurable per tenant | ✓ | ◑ | ◑ | ◑ |
| Licensing | No per-agent license | Moderate per-agent license | High per-agent license | High per-agent license |
| Total cost over 5 years (~40 agents) | maintenance | medium | high | very high |
Qualitative read (mid-market, ~40 agents): BMC/ServiceNow involve recurring annual licensing and high-cost implementation projects, with portal, ITAM, and BI billed separately; against that backdrop, OMNIA ITSM represents a fraction of the total cost of traditional suites. Aranda's position is qualitative (regional per-agent licensing, lower than BMC/ServiceNow); no vendor-specific figures are claimed.
Full ITSM, automatic assignment, SLA traffic light, CMDB with an in-house agent, and ITSM Copilot in a single platform, with no per-agent license. It integrates with the rest of OMNIA on the same data master whenever you need it.