ITIL 4 service management, built for multi-client support.
Prismara Desk runs incidents, problems, changes, service requests and knowledge in line with ITIL 4. It is built for providers supporting many clients: your team works across every client while each client sees only its own records, enforced in the database itself. Tickets arrive by email as well as the portal, and attachments are checked and scanned before anyone can open them.
Demo with sample data at desk-demo.prismara.eu, separate from production.
See it working
Shown with sample data.
What Prismara Desk does
Incidents
Priorities, SLA timers and a closure check that requires category, time and, for P1 and P2, root cause. P1s escalate automatically and get a post-incident review.
Problems and changes
Problems and a known-error database linked to incidents across clients, plus change advisory board voting and freeze windows with an emergency exemption.
Service requests and knowledge
A request catalogue with approval steps, a knowledge base with article feedback, and a client portal.
Email channel
Tickets are created from incoming email, replies stay threaded, and notifications go out automatically. Senders are checked against DMARC, and forged mail is held.
Safe attachments
Files are judged by their content, not their name: macro-free Office files, safe PDFs and images are accepted, programs, scripts and archives refused. Everything is malware-scanned through your existing antivirus gateway over ICAP.
Monthly SLA reports
A PDF report for each client every month, with service credits flagged when SLA performance falls below the agreed threshold.
Client satisfaction
Clients rate each resolved ticket once, from 1 to 5.
How it's secured
Prismara Desk follows the engineering rules shared across the suite, plus these product-specific measures.
Database-enforced separation
PostgreSQL row-level security keeps every client's records apart, even if the application has a bug. Provider staff read across clients but write only to the client they have pinned.
Attachments encrypted and gated
Attachments are stored with AES-256-GCM and can only be downloaded once the scan has come back clean.
Post-quantum front end
Connections use TLS 1.3 with hybrid X25519MLKEM768.
Append-only audit
Audit records cannot be updated or deleted, and show which client a provider agent acted on.
Connects to the rest of the suite
Want SovSec to run it for you?
SovSec provides managed security, SOC and Microsoft 365 services for organisations in the UK and DACH region, and can run Prismara as part of that service.