Motadata ServiceOps runs the work that follows an alert. Incidents, problems, changes, and service requests sit on the same platform as the assets and configuration items they affect, so a technician opens a ticket and sees the dependency behind it rather than hunting for it in another system.

 

Three Pillars

Service desk management: request, incident, problem, change, release, project, and knowledge management on an ITIL 4 framework.

Asset and lifecycle management: a unified CMDB covering IT, non-IT, and consumable assets, with purchase and contract management alongside.

Patch and package management: patching for Windows, macOS, and Linux (Ubuntu, CentOS, RHEL, Debian), package deployment, and Windows registry deployment.

The ITIL 4 Accreditation

PeopleCert lists Motadata ServiceOps 8.3 and NMS 7.7 in its Accredited Tool Vendor directory as ITIL 4 compliant, covering 12 practices. Those cover incident, problem, change enablement, IT asset, service request, service level, knowledge, availability, capacity and performance, monitoring and event, measurement and reporting, and release management.

 

Many ITSM tools describe themselves as ITIL aligned. Accreditation is the version an independent authority has checked.

 

How Work Reaches the Desk

Requests arrive through email, the web portal, phone, the mobile app, and chat on Microsoft Teams, Slack, WhatsApp, and Line. Virtual agents handle natural language ticket creation and status questions on those same channels.

 

AI assignment routes each ticket by technician skills, workload, and availability. Knowledge suggestions surface relevant articles while the ticket is still being created, which resolves a share of them before they reach a technician at all.

 

Assets and the CMDB

Discovery runs agent-based or agentless. The CMDB tracks configuration items and the relationships between them, so impact analysis shows every service a change or failure would touch.

 

Asset management covers the full eight-stage lifecycle from planning through to disposal, with depreciation, total cost of ownership, software metering, and licence compliance.

 

Patching and Compliance

Patch discovery scans the network for missing patches across operating systems and third-party applications. Deployment policies schedule installs inside maintenance windows, with test groups and approval workflows ahead of production rollout.

 

Reports support PCI DSS, HIPAA, and SOX compliance.

 

Agentic AI and Orchestration

The Agentic AI and Orchestration module adds AI Studio for building and running agents, no-code workflow orchestration with branching and approvals, and cross-system automation reaching ITSM, HR, IAM, monitoring, and cloud tools.

 

Every automation carries audit trails, approvals, role-based access control, and version control.

 

Beyond the IT Team

The service catalogue, workflows, and approvals work for HR, facilities, finance, and admin teams as well, so one platform can carry service requests across the whole organisation. MSPs can run multiple customers from a single instance.

See ServiceOps in action: 

https://www.motadata.com/products/service-desk-software