Harmony Features

Routes tickets automatically to the appropriate user.

Prioritizes tickets based on factors configured by the user.

Notifies the IT team when a ticket needs action.

Provides a forum for answers to common questions.

Integrates knowledge base articles into a ticket.

Notifications that are delivered to users as soon as an event occurs

Displays important metrics relating to performance.

Tracks time worked on a ticket.

Provides surveys to measure employee satisfaction.

Track and document all activities across devices, networks, and other systems

Enables access to service desk features via mobile device.

Enables employees to view the status of their tickets.

Provides a directory of all users within an organization.

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Access software remotely via mobile devices

Tools to track and implement required IT changes in a system.

Tools to organize and manage all IT assets within an organization.

A means to view and analyze a large amount of data in order to gain business insights.

Managing inventories and tracking changes to hardware and software configurations

Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills

Plan and coordinate all the resources, costs and time needed to execute assignments

Set and monitor service level agreements to ensure timely response and resolution

Create, manage and track all task activities and progression

Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more

Planning, scheduling, and overseeing the release of software or system changes into a live or production environment

Identify component attributes like servers, hardware, software, and manage relationships across all services

Track, manage, or resolve user requests and IT incidents/issues

Create, design and manage workflows for repetitive tasks

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Manage and track all disruptions and incidents

Track, store, and access client contracts or licenses

Allow customers/users to submit support queries and service requests

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Monitor service demand and performance to plan for adequate resources that meet business needs

Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients

Track and manage inventory levels to maintain proper supply

A place for users to submit tickets when they require IT help.

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Alter the layout and content of reports

Provides a service desk for users to submit tickets for IT-related issues.

Tracks action-by-action asset performance with machine- or human-readable logs.

Creates alerts when tracked assets encounter errors or performance issues.

Automates repetitive tasks associated with IT service operations and maintenance.

Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.

Provides administrative tools for routine maintenance, upkeep, and tracking.

Gives administrators control over user privileges and accessibility for IT assets.

Gives administrators control over hardware and software resource allocation and tracking.

Controls policies and configurations across business applications and hardware.

Active reporting of data and metrics

Provide immediate insights, information, and updates on IT assets from a central dashboard.

Design and implement custom or pre-built policies for asset management, onboarding, and maintenance.

Implement risk management policies, and push policy updates to various assets across a business network.

Integrate with other software solutions, such as spend management and software asset management.

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Allow customers/users to submit support queries and service requests

Review, approve and cancel requests for goods/services to be purchased

Track and manage inventory levels to maintain proper supply

Manage, store and organize emails within the system or via third-party apps

Manage, maintain and track the performance of assets and equipment

Create, design and manage workflows for repetitive tasks

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Set and monitor service level agreements to ensure timely response and resolution

Manage all supplier data and operations

Organize and manage all processes/procedures involved in purchasing goods and/or services

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Create, manage and track all task activities and progression

Track and monitor efficient handling of all changes/transitions

Manage and track all disruptions and incidents

Track, store, and access client contracts or licenses

Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws

Identify component attributes like servers, hardware, software, and manage relationships across all services

Create an inventory of a company's hardware assets.

Create an inventory of a company's software assets.

Create an inventory of a company's cloud assets.

Create an inventory of a company's mobile assets.

Detect new assets as they enter a network and add them to asset inventory.

Allows users to generate text based on a text prompt.

Allows users to generate text based on a text prompt.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Provides an AI agent that is able to make decisioning independently.

Allows the AI agent to identify and resolve issues without user intervention.

Provides users with automated updates on ticket progress and resolution timelines.

Enables the AI agent to track service level agreements and ensure timely ticket resolution.

Enables the AI agent to classify and prioritize tickets based on issue type and urgency.

Allows the AI agent to route tickets to the appropriate team or individual for resolution.

Allows the AI agent to automatically generate tickets from user inquiries or issues.

Enables the AI agent to retrieve and apply solutions from an IT knowledge base.

Enables the AI agent to automate repetitive IT tasks, such as password resets or software installations.

Allows the AI agent to diagnose and resolve IT issues without human intervention.

Provides users with instant, automated guidance to resolve common IT problems.

Allows the AI agent to identify and address potential IT issues before they escalate.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Set up connections to third-party platforms to improve business processes

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Set up connections to third-party platforms to improve business processes

Assign available resources (human and/or non-human) to various projects and tasks

Manage and support multiple languages

Arrange tasks based on the level of priority or urgency

Track work performed and resources used for past customers, sites, or assets

Private online space that lets businesses securely share documents and provide information access to clients

Customize contracts and forms to collect specific information

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Application programming interface that allows for integration with other systems/databases

Database containing accurate and up-to-date information on all operational services

Notifications that are delivered to users as soon as an event occurs

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Active monitoring of systems, applications, or networks

Use AI to generate content in the form of text, images, videos, etc.

Gauge satisfaction and receive information for improvement and success

Assemble applications and processes by dragging over and arranging pre-built components

Online portal through which end users can access the system, manage tasks, or obtain information

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Automatic reply functionality for incoming messages

Add customized logos and colors to align with company branding

Pre-designed layouts that can be customized to match preferences and requirements

Track the status of support tickets/escalations as they move through the service queue

Tickets are automatically assigned to specific agents based on predefined rules

Templated responses for responding quickly to recurring support requests

Provides a channel for team members to share media files, communicate, and work together

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Customize data fields to support various needs and use cases

Track and document all activities across devices, networks, and other systems

Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc.

System alerts about the need to escalate an issue or request

Define levels of authorization for access to specific files or systems

Creation and customization of dashboards

Control system behavior and appearance, and access and report on system status/health from a distant location

Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle

Communicate using direct chat or messages within the system

Manage the process of evaluating documents or requests submitted for approval

A record of all activities within the system, including user access, changes made, etc.

Plan and coordinate all the resources, costs and time needed to execute assignments

Organize and manage all processes/procedures involved in purchasing goods and/or services

Configuration Management Database

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Use AI to generate content in the form of text, images, videos, etc.

Manage risks related to IT systems

Database containing accurate and up-to-date information on all operational services

Track and manage inventory levels to maintain proper supply

Gauge satisfaction and receive information for improvement and success

Communicate using direct chat or messages within the system

Track and monitor efficient handling of all changes/transitions

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create, manage and track all task activities and progression

Pre-made examples and templates for emails

Compare key metrics for the business against prominent players in the industry

Adapt content to display differently based on viewer location

Active reporting of data and metrics

Provide online support for your customers through live chat or help desk functionality

Set a time to generate routine reports automatically

System alerts about the need to escalate an issue or request

Planning, coordinating, and executing the deployment of software or system changes into a live or production environment

Manage, store and organize emails within the system or via third-party apps

Track, store, and access client contracts or licenses

Create, design and manage workflows for repetitive tasks

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Tools for the systematic analysis of various types of data or statistics

Set and monitor service level agreements to ensure timely response and resolution

Identify component attributes like servers, hardware, software, and manage relationships across all services

Application programming interface that allows for integration with other systems/databases

Managing inventories and tracking changes to hardware and software configurations

Access work applications remotely, for when working away from the office and/or traveling

Ability to chat online in real time

Alter the layout and content of reports

Manage and track all disruptions and incidents

Manage assets throughout their lifecycle to optimize profit

Allow customers/users to submit support queries and service requests

Pre-designed layouts that can be customized to match preferences and requirements

Add customized logos and colors to align with company branding

Process to track, record, and analyze expenses that occurred over the entire duration of a given project

Define levels of authorization for access to specific files or systems

Arrange tasks based on the level of priority or urgency

Customize data fields to support various needs and use cases

Import and export data to and from software applications

Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle

Add customized logos and colors to align with company branding

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

View and track pertinent metrics to find patterns and gain insights from data

Scan barcodes to ensure accurate pricing and label tracking

Observe and track the demand, usage, progress or quality of a system, product, or user

Customize contracts and forms to collect specific information

Track and report regulatory data to either internal management or external stakeholders

Graphical representation of data

A record of all activities within the system, including user access, changes made, etc.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Online portal through which end users can access the system, manage tasks, or obtain information

Alter the layout and content of reports

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Proactively detect errors or bugs, delivering actionable and team-oriented suggestions for remediation

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Store, manage, and track all electronic documents in a centralized location

Online portal through which end users can access the system, manage tasks, or obtain information

Completes tasks independently without constant human intervention

View and track pertinent metrics to find patterns and gain insights from data

Maintain security, compliance, and data privacy protocols for all interactions

Process and analyze human language in text or audio form

Embed/link applications into third party software so it can be accessed within a third party system

Define and manage the persona, response style, and functional scope of AI agents to suit different use cases and business processes.

Intuitive interface and user-friendly design which seamlessly integrate with existing workflows

Manage incidents related to outages or breaches in functionality of IT systems

Tickets are automatically assigned to specific agents based on predefined rules

Set and monitor service level agreements to ensure timely response and resolution

Connect to organizational knowledge repositories and databases

Allow customers/users to submit support queries and service requests

Streamlining repetitive tasks and activities through automated and predefined workflows