TekReady ITSM Module

TekReady ITSM

Onboard a new customer to your IT service management practice in days, not months.

TekReady ITSM is the second module of the uControl Insight platform. It takes the slow, error-prone process of preparing a new customer engagement for an ITSM tool — service levels, priorities, request categories, incident categories, workflows, group ownership, technician lists, Active Directory mappings — and turns it into a guided, auditable sequence with approval gates at each stage.

The end result is a fully configured ITSM environment your team can sign off on, delivered with a full audit trail, and seeded with intelligent defaults so you spend your time on the customer-specific decisions, not boilerplate. Finalised catalogues can be pulled directly into an external ITSM tool (EasyVista) without re-keying. TekReady also produces a generated High-Level Design (HLD) document — a Word (.docx) deliverable you can download in any of five languages (English, French, German, Spanish or Italian) via a download-time language picker. See Generating & Downloading the HLD.

Why TekReady replaces the spreadsheet

Most service-management onboardings still happen in spreadsheets emailed back and forth. That works until someone forgets to merge a column, or signs off the wrong version, or finds out two weeks before go-live that the urgency matrix doesn’t match the impact matrix. TekReady fixes that by:

• Giving every customer engagement a structured, browser-based home where every section has a known place, a known status, and a known owner.

• Enforcing an approval state machine — Draft, Submitted, Manager Approved, Final — so half-finished data can’t accidentally be promoted.

• Tracking every change with actor, timestamp and before / after value, so you can answer “who set this and when?” without going through email.

• Letting AI suggest the boring 80% (priority matrices, common request items, code naming) so your team focuses on the customer-specific 20%.

• Restricting each engagement to its assigned membership, so customers and consultants only see the work they’re actually on.

How an engagement works

Every customer engagement walks through a fixed set of sections — think of them as chapters of an ITSM configuration playbook. Each section can be edited freely while it’s in Draft. When the editor is happy, they submit it for review; once both the customer’s manager and the Partner approver have signed off, the section becomes Final and is locked against further edits.

You can work on sections in any order, set a due date per section, and see the whole engagement’s progress on one dashboard page.

Where to start

• Getting Started — your first engagement — create an engagement, invite the customer team, set up access roles.

• The Engagement Workflow — how sections, approvals, engagement membership and due dates fit together.

• Configuring Sections — one page per section explaining what it captures, how to fill it in, and what it controls in your ITSM tool.

• AI Features in TekReady — how to use AI to suggest priorities and generate catalogue rows from a topic.

• Approval, Sign-off & Audit Trail — the state machine, rejecting back to Draft, and reading the audit log.

• Integrations — EasyVista catalog sync — pulling the finalised Incident and Request catalogues into EasyVista’s SD_CATALOG table via Easy Connect.

• Glossary — quick reference for TekReady-specific terms.

What AI brings to TekReady

AI features are opt-in at the platform level and require an API key to be configured by an administrator. When enabled, TekReady becomes substantially faster to drive:

• Suggest priorities for existing rows — for every Incident or Request category row missing an SLA / Impact / Urgency, the AI picks the most appropriate option from your engagement’s lists, anchored on common ITSM judgements (“Cannot sign in” vs “Cannot share screen” get very different priorities). You can tick the rows you want classified before running the suggestion, or leave none ticked to process every row missing a field.

• Suggest items from a topic — type a topic like Intune or VPN access and get ~10 candidate rows back, each with the full category path, code and SLA / Impact / Urgency already filled. Review, edit, accept — or reject and try a different topic.

• AI workflow assistance — get AI suggestions while building out the lifecycle steps for a request type, working from your engagement’s own option lists. Like the others, it’s opt-in and preview-only, so nothing is applied until you confirm.

Every AI action is a preview, not an auto-apply — you stay in control. See AI Features in TekReady for the full walkthrough.