IT service management without Excel lists and mail tickets

Capture incidents, service requests, problems and changes according to ITIL 4. Every ticket automatically receives a priority, an SLA timer and an escalation path, and the AI helper classifies incoming mails and suggests the right category. End users get a self-service portal with knowledge base integration, while the IT department works in a technician cockpit with multi-monitor layout. SLA reports by reaction and resolution time per service level are ready at the press of a button, and escalations notify team leads and management automatically. Five standard workflows for onboarding, offboarding, hardware requests, software installation and faults come pre-configured and adapt to your org structure. Custom workflows you build yourself in the drag-and-drop editor, no coding skills needed.

The DARION-AI RMM agent recognises every Windows, macOS and Linux endpoint on the network and creates an asset profile automatically, complete with hardware specs, installed programs, licence status and patch level. You see at a glance which machines are critically outdated and which licences are exhausted. The asset lifecycle is documented from procurement to disposal, including maintenance history, warranty data and employee assignment. The software inventory recognises non-licensed installations and reports them to the IT lead. For auditors or NIS2 audits you export the CMDB in CSV and XML format. Hardware refresh planning automatically shows 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, and DARION-AI rolls the patch through sequentially: it 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, which matters for NIS2 reporting obligations and cyber insurance. If anything goes wrong, the rollback function restores the previous state, and every step is 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, so 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 work directly from the ticket, so you don't have to start AnyDesk first. Script execution across all endpoints of a group (PowerShell, Bash) takes care of mass configurations. Performance trends per asset over the last 90 days reveal hardware bottlenecks, which means you plan your hardware refresh based on data instead of gut feeling.

DARION-AI shows your NIS2 maturity level according to the 10 mandatory measures from § 30 BSIG. For every measure you see status, owner, evidence and the next review date. The AI helper answers questions like 'Which patches are still pending for our NIS2 report?' directly in the chat, so you never have to reconcile Excel lists. Incident reporting after 24h, 72h and 30 days is pre-configured as a workflow, and 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. The maturity report for management shows monthly trends and a comparison to the industry average.

Upload an incoming ticket and the AI helper (Qwen3, self-hosted in the EU) classifies it automatically by category, priority and affected service. Suggested solutions come from your internal knowledge base and similar historical tickets, and the hit rate after 100 tickets is typically over 75 percent. The AI helper learns from your corrections and picks up your language, your tools and your escalation rules. Sensitive data does not leave the EU, and multi-tenant isolation via Postgres Row-Level Security is mandatory. After every ticket resolution the system suggests a knowledge article, so you build your internal knowledge base in daily business without any extra effort.