ITIL 4 service management, built for multi-client support.
Prismara Service Desk runs incidents, problems, changes, service requests and knowledge in line with ITIL 4. It is built for a provider supporting many clients: SovSec's team works across every client while each client sees only its own records. Monthly SLA reports go to each client automatically.
What Prismara Service 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 known errors
A forward-only problem lifecycle with a known-error database, linked to incidents across clients.
Changes
Change advisory board voting, freeze windows with an emergency exemption, and rollback that records a reason.
Service requests and knowledge
A request catalogue with approval steps, a knowledge base with article feedback, and a shared client portal.
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 Service 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 from application bugs.
Roles from the database
Permissions come from the service desk, never from claims in a sign-in token.
No credentials in URLs
Live updates use single-use, 30-second tickets.
Append-only audit
Audit records cannot be updated or deleted, and show which client a provider agent acted on.
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.