Incident & request
Multi-channel intake, auto-categorisation, priority matrix, assignment rules and resolution tracking.
Product · Service & Support
Infilabs Service Desk
ITIL-aligned service management without the bloat.
Incident, request, problem and change management with SLA tracking, a CMDB, knowledge base and AI-assisted triage and resolution.
↓ 47%
Mean time to resolve
38%
Tickets auto-resolved
ITIL 4
Aligned processes
Modules
What is inside the platform
Modules are licensed independently. Most clients start with two or three and expand as the first phase proves out.
SLA management
Response and resolution targets by priority and customer, business calendars, pause rules and breach alerts.
Change & problem
CAB workflow, risk assessment, implementation planning, root-cause analysis and known-error database.
CMDB
Configuration items, relationships, impact analysis and integration with asset discovery.
Knowledge & self-service
Article authoring, suggested solutions, service catalogue and a customer portal.
AI assist
Automatic classification, similar-ticket suggestions, draft responses and deflection through chat.
Capabilities
Included as standard
- Email, portal, chat, phone and Teams intake
- Multi-tenant for MSP use
- Approval workflows for service requests
- Asset and CI linkage on tickets
- CSAT surveys and quality review
- Custom fields, forms and workflows
- Agent mobile application
- Time tracking and billing export
- Dashboard and report builder
- API for automation and integration
Implementation
Getting Infilabs Service Desk live
A predictable path. Most single-entity deployments complete in four to eight weeks depending on integration count.
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Fit workshop
One day mapping your process against the platform. Output is a configuration blueprint and an honest gap list.
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Sandbox with your data
A working environment loaded with a slice of your real data so evaluation is concrete rather than hypothetical.
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Configuration
Workflows, roles, forms, templates and integrations configured to the blueprint — with gaps built as extensions where justified.
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Data migration
Profiling, cleansing, dry runs and reconciliation reports signed off before any production load.
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Training & go-live
Role-based training, UAT, cutover runbook and hypercare staffing through the first cycle.
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Support & evolve
SLA-backed support, quarterly reviews, release upgrades and a documented enhancement path.
Services behind this platform
Enterprise Software Development
Custom platforms, CRM, ERP, HRMS and workflow systems engineered for the way your business actually operates.
DevOps & Platform Engineering
CI/CD, GitOps, Kubernetes, observability and internal developer platforms that make releases unremarkable.
AI & Machine Learning
Production-grade generative AI, applied ML and autonomous agents — governed, evaluated and observable.
Product enquiry
See Infilabs Service Desk with your own data
We will load a representative slice of your data into a sandbox so you can evaluate against your real process. No generic demo tenant.