Enterprise Service Management

Not Every Ticket Is an Incident

Access requests, laptops, joiners and leavers, and the approvals HR and facilities have been emailing you about for years. Kissflow runs the long tail of service requests that never needed change control, and leaves incident, problem and change exactly where they are.

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Trusted by companies worldwide

Service management works beyond IT

Non-IT teams resolve 79.5% of requests on first contact, versus 74.14% for IT. The discipline travels; the overhead doesn't.

IT tickets spend hours waiting

Average IT resolution takes 21.96 hours, with 9.36 hours to first response. Most of that time is waiting.

Self-service is still limited

Only 14% of customer service issues are fully resolved without a person, far below the promise of full deflection.

Downtime costs $300K+ an hour

More than 90% of mid and large enterprises put hourly downtime above $300,000. Incidents belong in purpose-built IT tools.

DORA and NIS2 are already here

Both are now in force, making traceable approvals and audit evidence essential, even for requests outside traditional IT.

The SLA is met. The ticket still takes a day

IT teams hit their service levels 96.16 percent of the time while averaging 21.96 hours to resolve.

ServiceNow keeps the incidents. Everything else stops queueing behind them.

Experience — the people raising the requests

An employee who needs access to one folder. A manager ordering a laptop for a Monday start. An HR business partner requesting a letter. A facilities lead who has been emailing IT because there was nowhere else to send it.

Kissflow — the digital operations backbone

Orchestration, escalation, and governance in one layer.

Permits Exceptions Incidents Shutdowns Field capture Contractor access

Systems of record — everything you already run

Incident, problem and change stay in the tool that is certified for them. Identity stays with your directory. Kissflow connects and does not replace.

ServiceNow Jira Zendesk Okta Azure Active Directory

Access and permissions

Application, folder, and system access requested against a catalog, not a free-text ticket
Approval is routed by data sensitivity and by who actually owns the system
Revocation triggered by the leaver process rather than remembered later

Hardware and software

Laptops, monitors, phones, and licenses requested with the cost center attached
Budget and manager approval are resolved before procurement sees it
Asset assigned to a person on issue and tracked back on return

Joiners, movers, and leavers

IT setup starts from the HR event, not from a forwarded email
Role changes trigger the access that should be added and the access that should go
Exit clearance runs across IT, finance, and facilities at once and closes as one record

Beyond IT

HR letters, facilities requests, legal reviews and finance approvals on the same rails
Each department owns its own catalog, forms and rules without an IT ticket
One place for an employee to ask, whoever ends up answering

Access and permissions

Application, folder, and system access requested against a catalog, not a free-text ticket
Approval is routed by data sensitivity and by who actually owns the system
Revocation triggered by the leaver process rather than remembered later

Hardware and software

Laptops, monitors, phones, and licenses requested with the cost center attached
Budget and manager approval are resolved before procurement sees it
Asset assigned to a person on issue and tracked back on return

Joiners, movers, and leavers

IT setup starts from the HR event, not from a forwarded email
Role changes trigger the access that should be added and the access that should go
Exit clearance runs across IT, finance, and facilities at once and closes as one record

Beyond IT

HR letters, facilities requests, legal reviews and finance approvals on the same rails
Each department owns its own catalog, forms and rules without an IT ticket
One place for an employee to ask, whoever ends up answering

We don't replace your ITSM tool.
We take the requests it was never worth configuring for.

Keep ITSM for what needs ITSM

Incidents, problems, and changes stay in ITSM. Kissflow handles the lower-risk request layer around them.

New requests in days

Teams can add forms, approvals, and catalog items without IT tickets, release windows, or service work.

Service management for every team

HR, facilities, legal, and finance run their own requests without joining IT's queue.

Works with your existing stack

Connect ServiceNow, Jira, Zendesk, Okta, and Azure AD while keeping systems of record intact.

AI drafts. People decide.

Describe the request and rules. AI drafts the flow; the process owner reviews and refines it.

Audit trails built in

Approvals, access grants, and thresholds are logged automatically, even for requests that once lived in email.

“Advanced automation of all processes is easy to set up. I cannot imagine how to manage workflows without this software.”

Tanay Tiwary

Global Head - Digitalization & Business Improvement

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“Advanced automation of all processes is easy to set up. I cannot imagine how to manage workflows without this software.”

Maria Theresa Cabigon

CIO, SN Aboitiz Power Group

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“Everyone uses Kissflow. It requires no previous training. The platform is very intuitive and user-friendly.”

Antonio Serpa Pinto

Head of IT, Valantic

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What CIOs and service delivery leads ask before the demo

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No, and it would not survive five minutes of due diligence if we claimed it was. Kissflow has no CMDB, no discovery, no ITIL or PinkVERIFY certification, and no incident, problem or change management discipline. Those belong in the tool you already own, and for incident management in particular, they should stay there. What Kissflow runs is the request layer around it: access, hardware, provisioning, joiners and leavers, and the departmental requests that never needed a change advisory board.

You can, and some organizations do. The question is what it costs in licenses, configuration effort, and release cycles to stand up a request type that carries no operational risk, and whether the departments outside IT will ever be onboarded into an ITSM tool to use it. Most teams find the answer is that those requests stay in email instead, which is the actual status quo this page is about.

It should not, and the design decision that prevents it is the integration. Requests raised in Kissflow can open, update, and close records in ServiceNow or Zendesk, so reporting stays in one place. If a request turns out to be an incident, it belongs in the incident tool, and the handoff is the point, not an exception.

ServiceNow, Jira, Zendesk, Okta, and Azure Active Directory, alongside REST APIs and webhooks for anything else. Access provisioning executes in your directory, not here. Kissflow orchestrates and evidences it. There is no monitoring or observability integration, so alert-driven workflows are not something we do today.

Most teams run their first request catalog inside eight weeks. Weeks one and two connect the systems. Weeks three and four configure the first set of request types and approvals. Week five pilots with one department. The more useful number is what happens after, because adding the sixth request type takes an afternoon and does not go through change control.

IT sets the guardrails once for security, integrations, and audit logging. After that, the team that owns a process owns its catalog, its forms, and its approval rules. That is the difference between a request layer that grows and one that stops at whatever IT had time to configure in the first quarter.

Requests that used to run via email are usually the ones with no evidence trail, and access grants are the ones auditors ask about first. Every approval, threshold, and grant carries an immutable record, with SOC 2 Type II, ISO 27001, and RBAC through SSO underneath. Kissflow is not a compliance product, and it does not replace the controls in your ITSM tool. It closes the gap where there were no controls at all.

A fixed annual agreement based on the applications you run and the people using them, with no separate charge for AI or API usage. The comparison worth running is not against our list price but against what an additional ITSM license tier costs for people who will raise four requests a year.