IT service management without Excel lists and mail tickets

Capture incidents, service requests, problems and changes according to ITIL 4. Tickets automatically get priority, SLA timer and escalation path — the AI helper classifies incoming mails and suggests the right category. Self-service portal for end users with knowledge base integration, technician cockpit for the IT department with multi-monitor layout. SLA reports at the press of a button by reaction and resolution time per service level. Escalations are notified automatically to team leads and management. Five standard workflows (onboarding, offboarding, hardware request, software installation, fault) are pre-configured and adapt to your org structure. Custom workflows you build in the drag-and-drop editor without coding skills.

The DARION-AI RMM agent recognises every Windows, macOS and Linux endpoint on the network and creates an asset profile automatically — with hardware specs, installed programs, licence status and patch level. You see at a glance which machines are critically outdated or which licences are exhausted. The asset lifecycle is documented from procurement to disposal, including maintenance history, warranty data and employee assignment. Software inventory recognises non-licensed installations and reports them to the IT lead. CMDB export in CSV and XML format for auditors or NIS2 audits. Hardware refresh planning shows automatically which devices should be replaced in the next 12 months — based on warranty expiry and performance data.

Automate Windows updates, macOS patches and Linux packages for all managed endpoints. You define maintenance windows, test groups and rollback plans — DARION-AI rolls the patch through sequentially, starts with pilot devices and only rolls out to all machines after 24h of stability. For critical CVEs (CVSS ≥ 9), out-of-band patching starts automatically, optionally with CEO approval via push notification. Patch reports show per asset when which updates were installed — important for NIS2 reporting obligations and cyber insurance. Rollback function restores the previous state in case of error, all steps are documented in the audit log with user, time stamp and result.

The RMM agent runs lean on every endpoint, collects CPU, RAM, disk and network metrics and reports alerts in real time. You define thresholds per asset class — servers get different limits than notebooks. For disk-full, memory bottleneck or service crash you get a notification immediately via push, mail or Teams webhook. Remote shell, file transfer and screen sharing directly from the ticket — you don't have to start AnyDesk first. Script execution across all endpoints of a group (PowerShell, Bash) for mass configurations. Performance trends per asset over the last 90 days show hardware bottlenecks — you plan hardware refresh data-based instead of by gut feeling.

DARION-AI shows your NIS2 maturity level according to the 10 mandatory measures from § 30 BSIG. Per measure you see status, owner, evidence and next review date. The AI helper answers questions like 'Which patches are still pending for our NIS2 report?' directly in the chat — without you reconciling Excel lists. Incident reporting after 24h, 72h and 30 days is pre-configured as a workflow — you start the report to the BSI in one click from the ticket. Documentation templates for risk analysis, BCM plan, supplier evaluation and awareness training are included. Maturity report for management shows monthly trends and comparison to industry average.

Upload an incoming ticket, the AI helper (Mistral, EU-hosted) classifies it automatically by category, priority and affected service. Suggested solutions come from your internal knowledge base and similar historical tickets — the hit rate after 100 tickets is typically over 75 percent. The AI helper learns from your corrections, learns your language, your tools, your escalation rules. Sensitive data does not leave the EU, multi-tenant isolation via Postgres Row-Level Security is mandatory. Knowledge articles are suggested automatically after every ticket resolution — you build your internal knowledge base in daily business, without extra effort.