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IT Hub

Centro operativo IT · Network Operations · Service Desk · Operations & ITSM
📚 Knowledge Base 🗄 CMDB / Assets
🛠 Operatività CORE
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NOC L1
NOC L1 · Phone-first Cockpit
Cockpit L1: chiamate live, monitoring real-time, prima triage, escalation L2.
📞 Calls🚨 Alerts⬆ Escalate
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NOC L2/L3
NOC L2/L3 · Investigation Workbench
Network deep dive: capacity, performance, root cause, runbook, cross-domain.
🎯 SLA📈 Capacity🔗 Cross-domain
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Help Desk L1
Help Desk L1 · First Line
Frontline service desk. Triage, password reset, FAQ, routing verso L2/L3.
🎫 Triage🔑 Reset⚡ Quick Fix
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Help Desk L2/L3
Help Desk L2/L3 · Service Desk back-office
Incident management, request fulfillment, runbook, problem management.
📥 Queue📋 Catalog📚 KB
🎯 Direzione servizi
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NOC
NOC Service Director · cockpit cross-cliente
Console NOC: P1/War Room live, SLA per cliente, copertura turno L1/L2/L3, escalation, broadcast team, exec update, customer comm.
🚨 P1 live🔥 War Room⏱ SLA👥 Team 📢 Comms📋 Exec
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HELP DESK
Service Desk Director · cockpit user-facing cross-cliente
Console Help Desk: FCR, AHT, volumi per canale (phone/chat/email), CSAT, queue wait time, analyst performance, KB coverage, peak hours.
📞 Channels⏱ AHT🎯 FCR😊 CSAT 📚 KB👥 Analysts
📊 Strumenti operativi & Reporting
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NEW
ITOM · IT Operations Mgmt
Log Analytics · AIOps (anomaly + capacity + correlation + handover AI) · Configuration Compliance (drift detection vs baselines).
📋 Logs 🔬 AIOps ⚙ Drift
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LIVE
Incident Workspace · Major Incident
War room incidenti maggiori. Bridge call, post-mortem, RCA, comunicazioni stakeholder.
⚠ Major 📞 Bridge 📝 RCA
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CHG
Change Management · CAB
Change request, approval workflow CAB, change windows, deployment scheduling.
📅 CAB ✅ Approval 🔄 Deploy
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DASHBOARD
IT Operations Dashboard · widget cross-dominio
Dashboard unificata IT · NOC · Help Desk · ITOM · Incident · Change · Cross-domain. KPI live, trend, breakdown.
📈 NOC 🟢 Help Desk 🟣 ITOM 🔴 Incident 🟡 Change
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REPORTS
IT Report Center · catalogo report
29 report IT operativi · NOC · Help Desk · ITOM · Incident · Change · Cross. Anteprima · Schedulazione · Export CSV.
📋 Catalogo ⏰ Schedule 📥 Export
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0
Voicemail · Inbox + AI transcript
VM ricevute da utenti / segnalazioni IT. Audio player, trascrizione AI (Whisper), risk scoring (Claude), callback integrato softphone.
🔊 Audio 📝 Trascrizione 📞 Callback