Industry
IT Service Provider — Tickets, assets and ISO 27001 audit in one system
RMM integration, asset lifecycle, SLA tracking and ISO 27001 evidence — without five separate tools and without manual audit preparation.
Das Problem
Tickets in Zendesk, assets in Excel, contracts in Word
An IT service provider with 30 technicians and 200 customer assets works daily with at least four systems: Zendesk for tickets, Excel for asset lists, Word for maintenance contracts and a separate time tracking tool for billing. These systems do not communicate. A technician opens a ticket without knowing which software version the affected asset is running. Billing must be manually assembled from three sources at month end. This costs time, introduces errors and makes scaling painful.
Project hours manually recorded for billing
IT service providers bill either by time or by flat rate. In both cases, technician hours must be recorded and assigned to the correct customer and project. When this happens in Excel or separate time tracking tools, a media break to accounting is inevitable. Misassignments lead to incorrect invoices. Customers challenge line items, clarification takes time. At month end, the project manager spends two days assembling and checking hours from various systems.
ISO 27001 audit requires weeks of preparation
The annual ISO 27001 audit or SOC 2 certification requires comprehensive evidence of access controls, change management, incident response and risk assessments. IT service providers that operate an ISMS for their customers must not only provide their own evidence but also help the customer. Without a central ISMS system, documents pile up in Word, evidence in SharePoint and risk assessments in Excel. The review takes weeks and the gaps are patched anew every year.
Die Lösung
IT service module with ticket and asset linking
DARION-AI's IT module connects ticket management, asset lifecycle and maintenance contracts in one view. Every ticket is automatically linked to the affected asset — technicians see the manufacturing year, software version, last service date and open warranty directly in the ticket. RMM systems like NinjaRMM or Datto can be connected via API. SLA deadlines are configurable per customer contract, the dashboard shows escalations before they occur.
Asset lifecycle fully tracked
The Assets module records hardware, software licenses and cloud services with purchase dates, expiry dates and maintenance intervals. Every asset state — active, in maintenance, decommissioned — is linked to the last ticket and the responsible technician. For IT service providers managing customer hardware, tenant assignment is a required field. License audits, renewals and end-of-life warnings are automated — no more manual Excel monitoring.
ISMS with ISO 27001 evidence at the push of a button
DARION-AI's ISMS module fully maps information security management according to ISO 27001 and NIS2. Risk assessments, measures, control evidence and audit protocols are maintained in the system, not in Word documents. For the annual ISO 27001 audit, you export the complete evidence report in minutes. As an IT service provider, you can deliver the evidence report for your customers directly from their tenant — a genuine differentiator versus competitors without ISMS tooling.
Praxisbeispiele
SLA escalation before the deadline
A P2 SLA ticket (4-hour response) is opened at 9:00 AM. At 11:30 AM — 30 minutes before expiry — DARION-AI sends an automatic escalation notification to the service lead. They see on the dashboard which technician has the ticket and which other open tickets are consuming their capacity. They act and reassign before the SLA is violated. Violation rates fall, customer satisfaction rises.
Month-end billing without manual hours reconciliation
At month end, billing opens the Projects module and filters all customers with flat-rate and time-and-materials contracts. The recorded technician hours are directly linked to tickets and projects. An invoice with service evidence is generated per customer in one click. The DATEV export runs automatically into the accountant's workflow. The process takes two hours instead of two days.
ISO 27001 evidence for customer audit in one hour
A managed service customer asks their IT service provider for ISO 27001 evidence for their own certification audit. In the ISMS module, the IT service provider opens the customer tenant, filters by control domain A.12 (operational security) and exports the evidence report as a PDF. The report contains all audit logs, measures and control timestamps from the last twelve months — in one hour instead of two weeks.
Relevante Module
Compliance & Standards
ISO 27001NIS2GDPR
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