Incidents, problems, changes, releases, on-call, and a service catalog — the whole IT service management app — running next to the same controls, evidence, and CMDB TATER already tracks. Run the service desk without buying a second platform to bolt onto the first.
TATER Ops runs the ITIL and NIST 800-61 practices a modern desk needs — from a user raising a ticket to a change clearing the CAB to a release going out — on configurable process profiles, so the workflow matches how your team actually works.
Log and route incidents on ITIL or NIST 800-61 profiles, then declare a major incident to spin up coordinated response — roles, comms, and timeline — when a ticket is really an outage.
Group recurring incidents into a problem record, track root-cause analysis and known errors, and link the fix back to the changes that resolve it — so the same outage stops coming back.
Raise changes, route them to a Change Advisory Board, and give every board member a personal “Awaiting your CAB vote” queue with Approve / Reject / Abstain in place — no more hunting for the changes that need your vote.
Publish request types in a service catalog and take work through a token-gated self-service portal or email-to-ticket, so intake is structured from the first message instead of a shared inbox.
Plan releases with rollout and rollback steps, keep a running release log, and scope the list to a “Mine only” view for the release manager and step owners — the deployment side of change, tracked to done.
Run on-call rotations with a current-on-call view, hold work to SLA tiers, and capture governance meetings with decisions and links — the operating cadence around the tickets, not just the tickets.
Ops runs the service-management loop on configurable profiles, sharing the CMDB and posture the platform already holds.
Work arrives via the catalog, portal, or email and lands as a structured ticket on the right process profile.
Route incidents, escalate to major-incident or problem records, and push changes through CAB and release.
Close the loop with problem root-cause, SLA tracking, and governance meetings that feed the next cycle.
Tickets arrive by email, Teams, and hallway, and nothing is on one process.
The catalog and self-service portal turn every request into a structured ticket on a defined profile, so intake is consistent and nothing lives in a personal inbox.
Changes need board sign-off, but there was never a personal view of what was waiting on you.
The “Awaiting your CAB vote” queue lists exactly the changes you haven’t voted on, with Approve / Reject / Abstain right there — votes stop being the bottleneck.
A major incident kicks off at 2 a.m. and the response is improvised every time.
Declaring a major incident spins up the roles, comms, and timeline, while on-call and SLA tracking make sure the right person is paged and the clock is visible.
The guide covers process profiles, the service catalog and intake portal, CAB and release configuration, and on-call rotations.
See incidents, CAB voting, releases, and on-call on your own tenant in a live walkthrough.