Manage and monitor your entire IT service landscape.
Resolve incidents quickly and efficiently to prevent negative impacts on your business operations.
Create structured diagnostics for technical issues to reduce or prevent repeat occurrences.
Increase customer satisfaction through fast and professional handling of service requests.
Respond to change in a coordinated way. Manage resulting activities and risks with confidence and precision.
Maintain full visibility of your infrastructure at all times. Easily manage individual components throughout their entire lifecycle.
Clearly define the essentials of your service offerings. Let tickets be processed automatically according to predefined agreements.
Respond faster and more precisely to recurring issues. Ensure the right knowledge is available exactly when it’s needed.
Keep all tasks in clear view — whether one-time or recurring, created directly from any process.
Empower customers and users with modern self-help tools — for quick solutions to common issues.
Use predefined KPIs to objectively monitor your service organization’s performance at all times.
Get OMNITRACKS up and running effortlessly with our interactive step-by-step guide. Easily integrate systems like email and reporting.
Encrypted data transmission, GDPR compliance, and ISO/IEC 27001-certified infrastructure — OMNITRACKS protects your data with the highest standards.
OMNITRACKS gives you a modern, intuitive platform to create tickets fast, manage workflows with clarity, and find everything you need in one place — no training needed.
Managing incidents is one of the core functions of any ticketing system. An incident refers to a technical disruption or malfunction in hardware or software that limits or even completely halts your ability to work.
Incidents are prioritized based on their urgency and impact, ensuring that critical issues are addressed promptly.
If an on-site visit is required to resolve the issue, this is referred to as Field Service.
If you or other users experience frequent disruptions, it’s worth performing a detailed root cause analysis. This is the focus of Problem Management — identifying and permanently resolving the underlying causes of recurring incidents. This not only addresses the immediate issue but also helps prevent similar disruptions in the future.
If the cause of an issue is known but not yet resolved, it is referred to as a Known Error. In such cases, support can provide a workaround — a temporary solution that allows you to continue working until the root problem is fixed.
Not every request is a disruption. Sometimes, you simply need something — like new software, access to a specific system, or an approval. That’s where Request Fulfilment comes in.
Through your IT service portal, you can submit these service requests quickly and in a structured manner. Requests are automatically recorded, processed using standardized workflows, and approved if necessary — ensuring you get exactly what you need without delays or unnecessary detours.
Common examples of service requests include:
– Setting up a new user account
– Ordering hardware or software
– Password resets
– Requesting access rights
Request Fulfilment ensures your inquiries are handled quickly, transparently, and efficiently.
Change & Release Management – Ensuring Safe and Controlled Changes
In IT, systems, applications, and processes are constantly evolving — whether through updates, new features, or technical adjustments. To ensure these changes happen smoothly and without unwanted side effects, Change Management is essential.
This process involves careful planning, assessment, and documentation of what is changing, why, when, and who will be affected. The goal is to minimize risks and prevent unplanned outages.
Once a change is approved, Release Management takes over. It ensures that the planned update — whether a software patch or a new feature — is rolled out to the live environment in a controlled and reliable way.
The result: Changes are implemented safely, transparently, and with minimal disruption to your day-to-day operations.
The Configuration Management Database (CMDB) – Your Central IT Inventory at a Glance
The CMDB forms the data foundation of your ITSM software. It manages all so-called Configuration Items (CIs) — the components that are essential to your IT services or business processes. These can include hardware, software, licenses, services, or even people.
The CMDB not only records the CIs themselves but also their relationships and dependencies. This allows you to quickly assess the potential impact of changes or outages on other systems and processes.
With a CMDB, you gain a structured and comprehensive view of your entire IT inventory — providing the basis for informed decisions, efficient incident management, and proactive planning.
Service Catalog – Your Central Access Point to IT Services
The Service Catalog provides a centralized overview of all IT services offered by your IT team — whether internally or externally. Through a self-service portal, users can request these services directly, whether it’s software, hardware, or specific access rights.
This not only simplifies communication but also accelerates the delivery and management of IT services.
The Service Catalog also serves as the foundation for formal Service Level Agreements (SLAs). Only when services are clearly defined can their delivery speed and quality be formally agreed upon — as managed through Service Level Management.
Knowledge Base – Instant Access to IT Expertise
The Knowledge Base (KB) is your go-to resource for answers to recurring IT questions. Think of it as a highly detailed FAQ — tailored specifically to IT topics.
As part of Knowledge Management (in line with ITIL®), common requests and issues are systematically documented and edited by the IT department as KB articles. This gives users access to step-by-step guides, solutions, and background information — without needing to submit a ticket.
Benefits for everyone:
– You can resolve issues faster on your own
– The IT team is relieved of routine tasks and can focus on more complex cases
– Support staff can refer to existing KB articles or guide users through a Solution Wizard — without delays
A well-maintained Knowledge Base puts expert IT knowledge at your fingertips — fast, clear, and reliable.
Task Management – Stay in Control, Stay Organized
IT service management isn’t just about incidents and requests — it also involves a wide range of smaller tasks that need to be handled behind the scenes. That’s where Task Management comes in.
With Task Management, you can plan, assign, track, and complete tasks in a structured way — whether they’re routine duties, follow-ups from a ticket, or internal project tasks.
Your benefits:
This ensures nothing gets overlooked — and every task gets done, on time and in the right place.
Self-Service – Fast Support Without the Wait
With Self-Service, you can resolve many IT-related issues on your own — without submitting a ticket or waiting for a response from support. Through a central portal, you gain access to commonly used services, helpful guides, FAQs, and step-by-step solutions.
Typical self-service examples include:
Your advantage: You save time and get immediate support — exactly when you need it. At the same time, your IT department is relieved of routine tasks.
Self-Service makes IT simpler, faster, and more efficient — for you and your entire organization.
Customizable Dashboards – Real-Time Insights at a Glance
With fully customizable dashboards, you always have a clear view of your most important KPIs — without the need for manual reports. At a glance, you can see:
This enables you to make informed decisions, identify bottlenecks early, and manage resources effectively.
Best of all: Every team member can tailor their dashboard to fit their specific needs. And with business intelligence integration, dashboards can be further enhanced to support deeper analysis and custom reporting.
Setting Up OMNITRACKS – Simple, Fast, and Interactive
With our step-by-step guide, you can set up OMNITRACKS in no time. The interactive walkthrough guides you through each step — no technical expertise required.
Systems like email and reporting can be integrated quickly and easily, ensuring a smooth start to your IT service management journey.
Security – Your Data Is in Safe Hands with OMNITRACKS
OMNITRACKS ensures reliable protection through:
You can trust that your data is stored and transmitted securely — in accordance with the highest international security standards.
OMNITRACKS is a service provided by
OMNINET Software, Systems, and
Project Management Technology GmbH
Phone: +49 (9126) 25 979-0
Fax: +49 (9126) 25 979-40
Email: sales@omnitracks.cloud
© 2025 OMNINET Software, Systems, and Project Management Technology GmbH