MODULES

✅ 1. ITSM (IT Service Management)

  • Incident Management

  • Problem Management

  • Change Management

  • Request Management

  • Service Catalog

  • Knowledge Management

  • CMDB (Configuration Management Database)

  • Release Management

  • Service Level Management (SLM)

  • Agent Workspace

  • Walk-up Experience

  • Continual Improvement Management (CIM)

  • Mobile Agent

  • Major Incident Management

  • Service Owner Workspace

  • ITSM Virtual Agent Topics

✅ 2. ITOM (IT Operations Management)

  • Discovery

  • Service Mapping

  • Event Management

  • Operational Technology Management

  • CMDB Health Dashboard

  • Cloud Management

  • Health Log Analytics

  • MID Server

  • ITOM Visibility

  • ITOM Health

  • ITOM Optimization

  • Certificate Management

  • Firewall Audits and Reporting

✅ 3. GRC / IRM (Governance, Risk, Compliance / Integrated Risk Management)

  • Policy and Compliance Management

  • Risk Management

  • Audit Management

  • Vendor Risk Management

  • Authority Documents

  • Controls & Indicators

  • Issue Management

  • GRC Workbench

  • Operational Resilience

  • Exception Management

  • Risk Events

  • Task Management for GRC

✅ 4. SecOps (Security Operations)

  • Security Incident Response (SIR)

  • Vulnerability Response

  • Threat Intelligence

  • Configuration Compliance

  • Security Case Management

  • Attack Surface Management

  • MITRE ATT&CK Framework Integration

  • Integration with Security Tools (e.g., Splunk, Qualys, Rapid7)

  • Security Operations Workspace

  • Workflow for Security Analysts

✅ 5. HRSD (Human Resources Service Delivery)

  • HR Case Management

  • HR Knowledge Base

  • Lifecycle Events (e.g., Onboarding)

  • HR Agent Workspace

  • Employee Center (Standard & Pro)

  • Manager Hub

  • Employee Document Management

  • Payroll Operations

  • Mobile Onboarding

  • Employee Profile

  • HR Surveys and Feedback

  • HR Virtual Agent Topics

✅ 6. CSM (Customer Service Management)

  • Case Management

  • Omnichannel Support (Chat, Email, Phone)

  • Knowledge for Customers

  • Entitlements & SLAs

  • Customer & Consumer Portals

  • Customer Accounts & Contacts

  • Agent Assist

  • Playbooks for CSM

  • Product Models & Assets

  • Field Service Management (FSM)

  • Order Management for Telecom (Industry-specific)

  • Voice of the Customer

  • Partner Portal

✅ 7. ITAM (IT Asset Management)

  • Hardware Asset Management (HAM)

  • Software Asset Management (SAM Pro)

  • Cloud Asset Management

  • License Management

  • Contract Management

  • Procurement Process

  • Mobile Asset Receiving

  • Asset Lifecycle Workflows

  • Asset Reservation

✅ 8. Security & Intelligence Tools

  • Virtual Agent Designer

  • Predictive Intelligence

  • NLU (Natural Language Understanding)

  • AI Search

  • Process Automation Designer

  • IntegrationHub

  • Flow Designer

  • Advanced Work Assignment (AWA)

  • Performance Analytics

  • Automation Engine

  • Document Intelligence

✅ 9. Project & Portfolio Management (PPM / SPM)

  • Project Management

  • Demand Management

  • Resource Management

  • Program Management

  • Time Tracking

  • Idea Management

  • Roadmap Planning

  • Agile Development

  • SAFe (Scaled Agile Framework)

  • Innovation Management

  • Test Management

✅ 10. App Engine & Developer Tools

  • App Engine Studio

  • App Engine Management Center

  • Scoped App Development

  • Studio IDE

  • Source Control Integration

  • Automated Test Framework (ATF)

  • Delegate Development

  • Workspace Builder

  • Decision Builder

  • Template Authoring

  • Dynamic Translation

✅ 11. Industry Solutions (Domain-Specific Modules)

  • Telecommunications Service Management

  • Banking & Financial Services Operations

  • Healthcare & Life Sciences Service Management

  • Public Sector Digital Services

  • Manufacturing Operations Management

  • Education Services Delivery

  • Retail & Logistics Order Management

  • Energy & Utilities Service Management

  • Insurance Operations Management

  • Legal Service Delivery

✅ 12. Other Specialized Modules

  • Facilities Management

  • Procurement Service Management

  • ESG (Environmental, Social, and Governance) Management

  • Legal Compliance

  • Finance Operations Management

  • Field Service Management (FSM – can be standalone or with CSM)

  • Workspace Reservation

  • Safe Workplace Suite

  • Vaccine Administration Management

  • Contact Tracing

  • Workplace Safety Management

 

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