Everything included. From day one. No feature locks.

An ITIL-compliant incident process with four ticket types and a complete ticket lifecycle.

In depth: what is a service desk – and how does it differ from a helpdesk?

• Four ITIL ticket types: incident, problem, change, service request
• Ticket journal with a three-level indented activity history
• Urgency & impact (three levels each) → derived priority
• Support groups with group-based ticket visibility
• Group membership by user or Role
• Assignee allocation & escalation
• Assignee notification on ticket activity
• Categories & subcategories (freely maintainable)
• The originating message (e-mail) directly in the journal
• Local contact directory with automatic creation of unknown senders
• CSAT satisfaction measurement after ticket closure
• Follow-ups & personal tasks

Tickets

Ticket detail

Root cause analysis and a known error database for lasting resolution of disruptions.

• Root cause analysis as a ticket type of its own
• Known error database (KEDB) with workarounds
• Links to the triggering incidents
• Links to the remedying changes
• Problem status workflow through to the permanent fix
• Knowledge transfer into the knowledge base

Controlled changes with approval chains and a change advisory board.

• Change tickets with an approval workflow
• Change advisory board (CAB) with approval rounds
• Maintenance window planning
• Audit-proof change history
• Links to the affected CIs (impact)
• Scheduling by time and risk

Standardised requests through a structured catalogue with approval.

• A structured service catalogue with categories
• A guided ordering wizard with forms specific to each service (mandatory fields, pick lists, dates, yes/no)
• An automatically and correctly categorised service request ticket, including routing to the responsible group
• Approval chains per catalogue entry
• Preconfigured services including those for public administration (access to a line-of-business application, staff ID/smart card, external service provider VPN)
• Self-service ordering through the portal, status tracking for end users
• Coupling to the workflow engine

Multi-target service level monitoring with response and resolution times.

• SLA engine with several targets per ticket
• Response and resolution time targets
• OLA targets at support group level
• Business hours & calendars taken into account
• Escalation when an SLA breach looms
• SLA evaluation in reporting

SLA

Enterprise knowledge management for agents and end users.

• Structured articles with categories
• Publication to the self-service Portal
• Deep-link filters for targeted linking
• Linking articles to tickets
• Versioning & approval status
• Full-text search

Configuration management as the operational map of your entire IT.

In depth: what is a CMDB – and how does it differ from asset management?

• Configuration items with configurable CI classes
• Attribute definitions maintained server-side (no hard-coding)
• Relation type catalogue (static, ready for a clean install)
• Topology map of the CI relationships
• Business service map (impact analysis)
• Impact computed with recursive CTEs (no graph DB)
• CI network interfaces as an entity of their own
• Reciprocal peer cabling of interfaces
• IP display from IPAM (read-only via a link)
• Location tree with drag-and-drop re-parenting
• CI detail view with tabs (interfaces, relations …)
• Business processes as a CI class: a guided creation wizard & a colour-coded process symbol
• Process overview (tabular: filterable, sortable & exportable) with a detailed profile – legal basis, scope, deadlines, fees and much more
• Additional fields for public administration: LeiKa, FIM, KGSt, OZG topic area, eIDAS level, federal tier, administrative act
• CI class templates can be duplicated and exported and imported as JSON
• Bulk import from CSV/XLSX – with a generated sample file per CI classthat carries every possible field as a header row. Create a new attribute and it appears in the template without your doing anything; a hand-maintained sample file would be out of date the moment the first new field arrived
• A dry run before every import: it states how many objects would be created and objects line by line – nothing is written until you agree
• Tolerant date import (German date formats), duplicate detection via the serial number

CIs

CI detail

Hierarchy

Locations

Data quality

Processes

CI classes

Native IP address management – unlimited, with no node costs.

In depth: what is IPAM – and why does every spreadsheet eventually fall over?

• Subnet & IP range management
• Individual IP management with status
• DHCP reconciliation
• Active network scan
• MAC address capture
• Linking IPs to CIs
• An unlimited number of addresses & networks

IPAM

Automatic inventory upkeep through scheduled background runs.

In depth: how automatic inventory upkeep works – and why it never writes to AD

• Scheduled background runs; a dedicated collector service for remote networks
• Active Directory/LDAP sync – strictly read-only
• Automatic CI creation & updating
• Network-based detection
• Scheduled, recurring runs
• No write access to AD (audit-proof)

Licence management and a compliance balance, kept separate from the CMDB view.

In depth: IT asset management – licence balance, TCO and the boundary with the CMDB

• Software licence holdings & allocation
• Licence compliance balance (actual/required)
• A licensing module of its own
• Coupling to assets/CIs by linking
• Cost & contract context
• A clear separation between ITAM ↔ CMDB

Assets

Licences

Contract and warranty management in a contracts module of its own.

In depth: contracts and warranties in IT asset management

• Contract management with terms
• Warranty & guarantee data
• Deadlines & reminders
• Allocation to assets/CIs
• Cost overview
• Expiry notifications

Asset

Recovery planning based on the real CI dependencies.

In depth: recovery planning within the BCM framework

• Recovery plans (DR plans)
• Prioritisation of critical services
• Dependencies from the CMDB
• Roles & responsibilities
• Documented recovery steps

One security module, several frameworks – BSI-Grundschutz and ISO 27001.

In depth: what is an ISMS – ISO 27001 and BSI IT-Grundschutz compared

• Security catalogue import (OSCAL / BSI-Grundschutz)
• Catalogue browser, editable and extensible
• ISO 27001 as a further framework in the same module
• Modelling: assigning building blocks to target objects
• Automatic building block suggestion based on the CI class
• IT-Grundschutz check (target/actual per requirement)
• Implementation status yes / partly / no / not applicable
• An automatic Control plan with status tracking
• Audit-proof audit closure
• Risk analysis (BSI 200-3): rating by frequency × damage (1–25)
• Treatment strategy & residual risk, risk acceptance by the information security officer
• Graphical 5×5 risk heat map (gross/residual risk)
• Notification on critical risk
• Threat catalogue: 47 BSI elementary threats + 25 enterprise threats
• Reporting: management summary, risk register, control plan, protection requirement overview (PDF)
• ISMS dashboard: protection requirements, check progress & risk position per information domain
• Delta report: progress between two Grundschutz checks
• CI detail tab „information security" with a review notice to the information security officer when a linked CI is decommissioned
• A dedicated information security officer role (ISB, Informationssicherheitsbeauftragter)
• Fine-grained security.* permissions
• Uses the CMDB read-only as the basis for its target objects

ISMS

Business continuity under BSI standard 200-4 and ISO 22301 – including a digital administrative and crisis team. Shipped in full.

In depth: business continuity under BSI 200-4 – MTPD, RTO and the digital crisis team

• A BCM module of its own (BSI 200-4 & ISO 22301)
• A dedicated BCM officer role with fine-grained permissions
• Scope with a maturity level model (reactive/building/standard)
• Business processes as CMDB objects (linked read-only)
• A shared creation flow for processes (CMDB & BCM)
• Criticality measures: MTPD, RTO, RPO, MBCO + immediate measures
• Damage matrix (BSI 200-4) with an automatic MTPD suggestion
• RTO inheritance down the process hierarchy
• Business impact analysis with a rule-based pre-filter (time-critical or not)
• Detection of time chains & single points of failure on the CMDB dependency graph
• Target/actual gap: achievable vs. required recovery time
• Carry continuity gaps as risks into the ISMS risk analysis
• The full Response organisation: crisis team, emergency team, response teams
• Deputy check (n+1) and a NIS2 reporting-duty role
• Contact & alerting lists with escalation
• Emergency document library with document control & approval workflow
• Interactive, audit-proof tickable recovery playbooks
• Exercise & test management (tabletop, alerting, staff-level, full test)
• Lessons learned & CAPA measures with follow-up
• Conformity evidence „at the touch of a button" and a management summary as PDF
• IT emergency manual generator (BSI 200-4): emergency organisation, alerting chain, immediate measures, communication plan, contacts & emergency documents – produced from the existing data
• Manual chapters point to their source instead of copying it – every retrieval shows the live state, no duplicated upkeep, no stale emergency contacts
• Manuals are versioned: the approved state is frozen, a revision becomes a new version
• Emergency plan as PDF, encrypted offline emergency kit (scheduled job)
• Approved emergency documents in the self-service portal (filtered by RBAC)
• Digital administrative team (public administration): sections S1–S6 in one click
• Crisis mode with alerting of the team members
• Audit-proof operations log (append-only) & digital situation display
• Reuses the CMDB, DR plans, ISMS protection requirements & contacts – no duplicated upkeep

BIA

Crisis organisation

The record of processing activities inside the product rather than in a spreadsheet – with breach reporting and an export for the supervisory authority.

In depth: the record of processing activities under Art. 30 GDPR

• A dedicated data protection officer role with its own hub in the client
• Record of processing activities under Art. 30(1): purpose, legal basis, categories, recipients, retention periods
• Legal bases under Art. 6(1) as a catalogue – the points spelled out, not as a code
• For legitimate interest (point f) the balancing test is mandatory – otherwise a finding is raised
• Specific statutes can be added: BDSG, LDSG, works and group agreements with a citation
• Special categories (Art. 9) and criminal-offence data (Art. 10) supplied as a statutory catalogue
• A matrix of data subject group × data category – „health data of applicants", not two loose lists
• Retention as duration + trigger (from collection/end of contract/end of year/purpose ceasing to apply/withdrawal), per data category
• Recipients & third countries (Art. 30(1)(d)/(e)): role under Art. 28/26, country of establishment, safeguard under Chapter V
• A warning on a third country without a safeguard (Art. 44) and DPF evidence for the USA – the decision applies to the body, not the country
• Breach reporting (Art. 33/34) with the 72-hour deadline running from becoming aware – not from the incident
• No closure while a reporting duty is open; a deliberate decision not to report requires a justification (Art. 33(5))
• Export for the supervisory authority as PDF, CSV or JSON – it shows gaps rather than papering over them
• Field-level change record: who, when, which field, from which value to which (Art. 5(2))
• The record outlives the deletion of the processing activity – otherwise accountability would be worthless
• Departments report for themselves: a portal wizard in everyday language, the submission going as a draft to the data protection officer
• Audience profiles SME / enterprise / public administration per processing activity

Complete, immutable traceability across every module.

• An immutable audit log across every module
• Who-what-when traceability
• Audit-proof storage
• A basis for BSI/ISO evidence
• Dedicated audit infrastructure

Role-based access control with permission-based gating – including single sign-on through your own identity provider.

• Single sign-on (SSO) via OpenID Connect – Entra ID, Keycloak or any OIDC provider
• Broker model: the code-for-token exchange runs server-side, no secret sits in the client, PKCE enforced (RFC 8252)
• Home realm discovery: the e-mail domain determines the tenant and the sign-in service
• Account creation on first sign-in (just-in-time provisioning)
• Mapping of IdP groups and claims onto Ordivis roles & permissions
• Single log-out and short-lived access tokens (10–15 min.) with renewal
• Integrated Windows authentication (Kerberos/SPNEGO) for domain workstations
• Automatic revocation on leaving: a nightly reconciliation with the sign-in service disables blocked and removed accounts – even with no session running, and without deleting the history
• Tenant IdP management in the client with a discovery probe and a test connection
• Role & permission model (RBAC)
• Read and write gating per module ([RequiresPermission])
• No direct database access – the client speaks only to the API and carries no database credentials (nothing to steal on the workstation). Every access is mediated by authentication, RBAC, tenant separation and audit – there is no way round it; PostgreSQL stays unreachable from the client network
• JWT with pure permission claims
• Permission-based menu visibility in the client
• Case-insensitive user name (password case-sensitive)
• Local user creation (no password until an admin reset)
• AD/LDAP integration for sign-in
• User management with tenant & roles

RBAC

AD/LDAP

Permissions

Branding

Updates

Appearance

Cross-module automation through a central scheduler.

• Cross-module workflow automation
• A central managed job scheduler
• A settings area „scheduled tasks"
• Recurring jobs (IMAP poll, AD sync, backup, reports)
• Job status & error logging
• Trigger-based notifications

Jobs

Complete inbound and outbound ticket mail (MailKit) – including Microsoft 365 and Gmail via OAuth2.

• Inbound tickets via IMAP and POP3
• OAuth2 for Microsoft 365 and Gmail – no basic-auth password in the system
• Send queue with retry and a sending limit
• Loop protection against autoresponder chains
• Evaluation of non-delivery reports (bounces)
• Mailbox monitoring with a health display
• Mailbox polling job across the active inbound accounts
• Group & tenant routing of incoming mail
• HMAC-signed reply token in the subject line
• Sender verification against tampering
• Replies sent through the group mailbox
• Sending via SMTP/MailKit (STARTTLS)
• Account management in a dedicated UI
• Duplicate detection (time window)
• Automatic contact creation for an unknown sender

Incidents from CheckMK, PRTG, Zabbix or Nagios/Icinga flow automatically into the service desk – without an alert flood.

• An ingest endpoint taking a batch with a receipt per event (openly documented, any tool can be connected)
• Notification templates supplied for CheckMK and PRTG
• E-mail fallback: mark a mailbox as a monitoring mailbox, one parser profile per tool
• Parser trial: paste a sample mail and look at the fields recognised – without creating a ticket
• Deduplication: repeats become a comment on the existing ticket rather than a new one
• The all-clear closes the ticket – after a configurable grace period, not immediately
• Maintenance windows in scope suppress ticket creation
• Storm brake: more than N events per minute and source produce a single collective ticket
• Flapping detection: n state changes in m minutes record the episode as flapping
• Rules per source: host, service, severity and labels mapped onto category, support group, assignee and ticket type
• Severity → priority per source, preset for CheckMK and PRTG
• Human work takes precedence: once someone has worked on the ticket, the automation no longer intervenes
• CI assignment of the alert and a deep link back into the monitoring tool
• Recurring episodes of the same alert key are made Problem visible
• A technical reporter per source with no mail address – no reply mail to a monitoring system
• Key figures: tickets per source, suppression rate, share of tickets resolved automatically
• Alert overview: open, cleared and suppressed alerts per source, with the reason

In-app and e-mail notifications through REST endpoints.

• In-app notifications (the bell)
• REST endpoints for retrieval & acknowledgement
• An e-mail channel for notifications
• Event-based triggering (e.g. ticket activity)
• Recipients by role/responsibility
• Delivery in the recipient's language (DE/EN/FR)

Multi-tenancy through native PostgreSQL isolation.

• Logical tenant separation (EF tenant filter, live TenantId) shipped
• A dynamic search path per request
• A registry concept for tenant allocation
• Minimal RAM footprint compared with separate VMs
• One service for many customers (the MSP goal)
• Full database isolation per tenant in progress (~53 %, pilot scope)

An honest status: the logical separation is running; the dedicated database per tenant for productive MSP scenarios is actively being built. See module maturity.

A web portal for an unlimited number of end users – free of charge.

• Blazor web portal as a Windows service of its own (:8080)
• An unlimited number of end users – no licence cost
• Create & track tickets, tasks & approvals
• Service catalogue ordering through a guided wizard
• An operations dashboard with live key figures & charts (SLA, backlog, CSAT, agent load) – governed by permissions
• Analyses: ISMS dashboard, reports, KEDB (known errors), dependency/topology map, network & discovery, audit log (limited to the tenant), CMDB search
• Compliance views: emergency documents, alerting, DR plans, contracts, approvals
• Complete ticket journal (traceability); a Markdown editor with a preview for long text entries
• Dashboard export „print / PDF"; personalisation (appearance & menu are retained)
• „My account": change password (local accounts), collapsible menu sections
• Knowledge base access (reachable without signing in)
• Cookie/bearer-based sign-in against the API, responsive design (MudBlazor)

Login

Overview

New request

Catalogue

My tickets

A native high-performance client for IT administrators.

• A native WinUI 3 desktop client (unpackaged)
• Real-time updates via SignalR push
• Millisecond latency instead of a sluggish web UI
• Material Design 3 tokens adapted to Fluent
• Role-based, personal dashboards
• Usable across sites – the client speaks only to the REST API (never directly to the database). It runs over VPN, across several sites, and with a securely published HTTPS API also worldwide; the database stays on the server
• The API address is freely configurable – at installation and at any time in the client (SuperAdmin)
• The manual directly in the client – built from the same sources as the printed one, so always at the level of your installation; it works without an internet connection
• Report a fault straight from the application – a bug icon in the status bar sends the current page along as context. Every attachment can be deselected individually (today's log, a screenshot, system data); the screenshot is off by default and is shown to you before sending. The report goes through your own organisation's mailbox – not through one belonging to the vendor
• If the server is unreachable – often exactly when people report a fault – the client writes the report to a file and opens a mail draft. Nothing leaves your machine without your doing it
• Relevant for billing: only named admins

Report a problem

A report builder for business users, SQL for the experts – plus role-based dashboards per module and per person.

• Report builder: assemble columns by drag and drop from the module in question
• Filters, sorting, grouping & measures (count, sum, average, min/max)
• A live preview – and raw SQL queries for the experts, with a documented database reference
• 69 ready-made standard reports for management (at least five per module)
• Export as PDF, Excel and CSV – with a configurable header/footer and creation date
• Reports can be saved and sent by e-mail through the job scheduler
• A personal dashboard after signing in; role-based dashboards (C-level / manager / agent)
• Dashboards per module (CMDB, service desk, assets); ticketing reporting (volume, SLA, CSAT)

Dashboard

A sovereign on-premises platform on .NET 10 and PostgreSQL.

• modular monolith on .NET 10 (15+ modules)
• Native Windows services: API and portal
• No Docker, no Kubernetes
• PostgreSQL natively on Windows (€0 database licence)
• A ten-minute setup including database provisioning
• A transactionally safe update run
• Platform monitoring: database metrics (connections, cache hit ratio, long queries, size), sessions and sign-ins – broken down per tenant
• Security events in the Windows event log (its own source „Ordivis Platform“): sign-ins, permission, service, update & licence events – SIEM-ready with no extra effort, configurable; the audit-proof audit log is unaffected by this
• Multilingual (DE/EN/FR) in client and portal, switchable per user – further languages without a code change
• AES-256 encryption of sensitive data
• 100 % data sovereignty in your own data centre
• Air-gapped operation possible
• Made in Germany

Fair, offline-capable activation with no cloud requirement.

• A 30-day trial with the full feature set
• ECDSA P-256 offline activation (JWS)
• Binding to a device fingerprint
• Can be activated fully air-gapped
• Billing by named admins and service desk agents
• Unlimited assets, CIs, IPs & end users
• Every module active in every licence

Licence

Updating as a signed delta – from the client, plannable, with rollback. No migration project. And a maintained support window keeps your installation secure and current.

• Signed delta update (ECDSA): only changed, content-addressed files instead of a full setup
• A three-level auto-update policy: off / notify only / fully automatic
• Fully automatic within a Maintenance windows (weekdays + several times per day) – with no action by the admin
• A manual update at the click of a button: check immediately and apply a validly signed delta directly
• A rolling support window: your version stays within the supported period; as it nears the end, Ordivis Platform warns in good time and predictably – to your benefit: current security patches, fixes and features
• Security releases are flagged as priority; the update is firmly requested – but your operation always keeps running, never locked out (offline / air-gapped too)
• Automatic rollback on failure + a pre-update database backup and a health check per component
• Self-update of the running services (API/client) through a decoupled bootstrapper
• Multi-host orchestration: API → portal → client in the correct order, an update agent per host
• Component overview: installed and target version per API/portal/client, marked as „affected“
• An integrated change log in the client (new / improved / fixed / security), with new entries highlighted
• Fully on-premises and air-gapped capable – no cloud requirement, a complete update log & an audit entry

Ordivis does not perform the backup itself. It plans the backup, records it and proves that someone looked.

• Backup plans and jobs with a protection class, an owner and a recurrence model (daily, weekly, monthly)
• Backup targets as standalone, reusable objects: disk/DAS, SMB, NFS, tape, cloud
• Tiered chains with their own cadence, retention and target per tier
• Target/actual reconciliation: a daily run reports what should have run and did not
• Ingestion of results from the backup product's report mail – rules per job
• A batch endpoint for connecting any backup product, plus a Veeam connector
• Review periods as a verifiable record of their own – with one-click closure and an evidence snapshot
• A findings path per failed run: cause, action, follow-up – only then can the period be closed
• An incident from a failed run in one click: a ticket with a prefilled subject and reference
• Media management for tape and removable media: pool, barcode, condition, off-site location
• Rotation as weekly rotation, GFS (grandfather-father-son) or Tower of Hanoi
• A 3-2-1-1-0 rating per plan – computed from the maintained data, not a box to tick
• Backup windows reconciled against the existing maintenance windows
• Restore tests as an entity of their own – the result feeds back into DR planning and the BIA
• A backup policy document generated from the maintained data
• Evidence linked to ISO 27001 A.8.13 and to the SoA entry
• A capacity forecast per target from measured growth
• Outstanding reviews visible in the web portal and in the app too

Your own working day in the same system as the tickets – rather than in a second tool alongside.

• Personal tasks with a due date, priority and a link to a ticket, CI, change, problem or knowledge article
• Create a task straight from the ticket, CI or change detail – with a jump back to the origin
• A Kanban board with drag and drop; rename, reorder, add and remove columns
• A team board for support groups and organisational units, not just for yourself
• Hand a task to another person: request, acceptance or refusal, with a history
• A task list in the fully featured data grid: filters, grouping, export
• A calendar in month, week, day and agenda view – fed from follow-ups, due dates, appointments and change windows
• An ICS subscription feed for Outlook, Thunderbird or a phone; the feed address can be regenerated at any time
• Exchange integration (EWS) per tenant: read appointments and and write them back as real calendar entries
• A „free/busy only“ mode for data-minimising installations – busy periods without a subject
• Mailbox binding per user: switch it on yourself, revoke it yourself, both are logged
• Reminders with a lead time per user
• Board, list and calendar in the web portal as well – not only in the desktop client

Reusable checklists with evidence – triggered manually or by rule.

• Templates with sections, mandatory/optional items and role allocation
• A standard library: 40 practical templates across eight areas per tenant
• Automatic triggering by schedule (daily/weekly/monthly), on a new ticket, a crisis or an approved change
• Execution with progress, assignment, due date and a closing signature as evidence
• A crisis board in the emergency dashboard (open / in progress / done)
• Evaluation of open, overdue and completed runs in the report builder

A standalone full-screen app for display devices in the service desk, the corridor or the control room.

• Dashboards in full screen, legible from several metres away – tile size and font size follow the screen
• Automatic rotation between the dashboards; selection, order and cadence freely configurable
• New tickets fade quietly in and outfor as long as any are waiting – noticed even by someone just walking past
• The last 14 days as a line along the bottom of the tile
• Shows who is currently signed in – without device and IP address, which would amount to attendance monitoring
• No password on the device: a dedicated wallboard token, revocable at any time, stored encrypted (Windows DPAPI) and bound to the device's account
• The screen's permissions are those of the stored account – a read-only account shows only what it is allowed to see
• Your company logo and name in the header (the same branding as on the reports)
• Starts with Windows and updates with every release like any other component

Wallboard

Weather conditions and official warnings from the Deutscher Wetterdienst, Germany's national meteorological service – for the control room, the works yard, the fire service and anyone who has to plan around storms or heat.

• Per municipality, not per nearest weather station: the DWD issues warnings for warning cells, not for stations. A station in the neighbouring district could report calm weather while a warning was in force for your own town – the page names the warning cell explicitly
• The The location follows from the postcode in the tenant profile, not from a fixed setting; a station can deliberately be overridden
• The official warning map with a selectable warning type and zoom – otherwise a heat warning would blanket everything else
• Precipitation radar can be switched on, deliberately above the warning areas: rain beneath an opaque warning area would be invisible
• Forest and grassland fire indices from the DWD open data – both indices, not just one
• Notification on new warnings to the „weather warning“ role (in the application and by e-mail). A pure distribution role with no authority, granted in addition to the actual role – and a note per warning, so that the same warning does not wake anyone twice
• Visible in the WinUI client, the web portal and on the wallboard; switchable off per user
• One fetcher for every display: the application fetches the data once and caches it – three interfaces do not produce three requests to the DWD