GPitiner Service Management

GPitiner provides a professional model for operating IT, and other types of services by extending the internationally recognised ITIL V3 and the related ISO/IEC 20000 IT Service Management standard. By introducing processes tailored to the needs of the organization, GPitiner produces significant improvements.

Service design

Service catalog

The complete service catalog of the service provider can be registered and managed in GPitiner. The system provides capabilities for managing both technical and business services as well as their interconnections. Different service levels can be defined for each individual service in the system.

SLA management

GPitiner supports the registration and management of SLAs. SLAs are contracts between client and service provider that describe the service, documents the objectives, and defines the responsibilities of the parties. One SLA can cover several services.

Pricing of services

The pricing structures supported by GPitiner are fixed pricing, hourly rates, and time quota based pricing, when the service provider and the client agree upon a – usually monthly – support quota that is billed below the general rates. The system provides options to register different prices for out of office working hours and support beyond the defined quota.

Supplier management

The purpose of the supplier management features is to register contracts with suppliers and to track supplier performance. The system stores the details of the contracts, the services included, the prices, the performance indicators laid down in the contract, and the workflows controlling the supply processes.

Managing supplier deadlines

GPitiner automatically sets deadlines for tasks assigned to suppliers based on the terms established in the contract.


The system provides a dashboard that makes it easy to continuously monitor supplier performance. There’s also an option for exporting the raw, detailed data on supply processes.

Service transition

Configuration Management Database (CMDB)

The CMDB is a database of Configuration Items that stores every component which contributes to the delivery of any service provided by the company. This includes hardware, software, network components, etc. These are also the items that can be subjects to changes controlled by Change Management.

Configuration Item relations

Logical/physical relationships can be configured between individual Configuration Items.

Multiple CMDBs

GPitiner supports managing multiple CMDBs. This makes it possible for IT service providers to maintain a separate CMDB for each client.

Store management

In GPitiner, users can register, track, and manage inventories and related transactions. On top of individual records describing singular Configuration Items, it is also possible to create so called bulk registry records with quantities for low value inventory items such as cables, bearings, bolts, etc.

Change management

Highly customizable change management and authorization processes help with the efficient transformation of services and infrastructural elements. The GPitiner tool also provides functionalities for managing software development and related processes.

Release management

The release management feature set is responsible for organizing changes into releases and tracking the whole lifecycle of the implementation. The system is flexible in assigning changes to releases and in removing them.

Knowledge base

GPitiner’s knowledge base functionality makes it possible to easily create articles from resolutions of past problems and any other information related to operating the IT service. Already documented solutions and workarounds can be added to the knowledge base with one click. The system is capable of hosting both internal and client-facing documentation portals.

Service operation

Call management

GPitiner provides service desk functionality for users over WEB/Intranet, email and telephone channels. With the help of its built-in blog engine, interactions between support personnel and users through the system are automatically documented.

Using the WEB platform provided by GPitiner users can track the status of their support requests and can rate the resolution.

Request fulfillment

The system registers service requests submitted by users and the predefined workflow will be assigned to them automatically. GPitiner automatically sets deadlines to request fulfilment related workflows based on the SLA. It also automatically assigns the tasks to the employees / workgroups that are responsible for fulfilling the service request.

Incident and problem management

The highly customizable and process oriented nature of GPitiner makes it easy to implement a fully controlled operational model. The system automatically assigns priorities to problem and incident records based on urgency and possible business impact, helping the related staff members in prioritizing the tasks.

Event management

GPitiner integrates with external system monitoring tools over various interfaces. Based on the signals fired by these systems, it can automatically launch tasks for investigation and resolution.


GPitiner supports the creation of custom workflows. Based on these, the system automatically creates and schedules the related workorders, and assigns them to the predefined employees /workgroups.

Workflow branches

It is possible to define parallel and optional workflow branches and to set up rejection paths. All of this to ensure that the process is carried out exactly as laid out in the workflow design. . If more resources than expected are required to complete a certain task, by cloning the workorder in question in the workflow, parallel branches are created automatically.

Defining and tracking workflows

GPitiner automatically tracks and updates the status of the workflow based on the statuses of its workorders. The values of important information fields are automatically passed on in the workflow and inherited by related master documents to eliminate errors resulting from manual registration. General instructions can be attached to individual workorders, ensuring precise execution and accelerating the training process of new employees.

Additional functionalities


GPitiner provides various automation functionalities for easy and fail-safe operation. It supports default value definitions and fills out fields, creates documents, and updates statuses of task and workflows automatically.

Timesheet registration

The timesheet registration is closely integrated with workorders, making it fast and easy for employees to log their work. Based on the daily work schedule/shift settings the system calculates the expected length of the selected working day for the employee. It also supports timesheet acceptance, when work hours logged for a certain day have to be approved by the head of the department.

Resource planning

GPitiner makes it possible to assign time schedules and expected time of completion to individual tasks. As the system manages both support and development processes, every task of every employee can be planned and scheduled.


Dashboards provide a way for the management to quickly review the ongoing tasks and processes of the company and at the same time allow them to to drill down and look at individual items to be able to make informed decisions and take measures quickly.


Detailed and visualized statistical insights are accessible on the number of past events of certain types (problem, incident etc.), average time of issue resolution, along with seasonal and trend information. Client satisfaction statistics are also accessible.

Mobile app

GPitiner comes with an easy-to-use, lightweight, browser based app for mobile and tablet devices. Its functionality covers all typical on-site and on-call tasks and performing approvals.

On top of the above, the system has various extra features, such as:

  • Functional and hierarchical escalation, based on escalation rules or manually
  • E-mail and SMS notifications
  • Automatic notification of logged-in users (about planned service outage, etc.)
  • Generating invoice breakdown for time based contracts
  • Monitoring stock levels and automatically launching reordering workflows
  • and many more…

Free consultation

Our experts have over 15 years of experience with ITIL IT Service Management. During free consultancy sessions we assess your current service management software and provide you with all the information you need for setting up GPitiner for your company.