GenAI ITSM
Software for Enterprise Teams in Indonesia
Cut IT costs by 50% and raise compliance by over 75% with Infraon ITSM, an intuitive service desk with SaaS or on-premises deployment.
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Get started in 4 Weeks
Use pre-configured ITIL workflows and guided migration.
Consolidate the ITSM ecosystem
Bring service desk, asset management and infrastructure monitoring into one software.
Use certified service practices
Leverage ITIL 4/PinkVERIFY certified software aligned to SOC 2 and ISO 27001.
Handle Indonesia's Day-to-Day Service Pressures
Manage IT support across dispersed locations
Large Indonesian enterprises can support offices, plants, warehouses and service locations across several islands and provinces. Separate queues make it harder to see who owns each request. Infraon ITSM brings requests into one service desk with location-based routing, shared visibility and separate SLA rules where required.
Keep rising request volumes moving
As digital operations expand, IT teams have to process a growing mix of incidents and employee requests without adding the same level of manual effort. Infraon ITSM converts support emails into tickets with 96% accuracy, routes work using defined rules and keeps status visible from assignment through closure.
Keep service incidents clear from start to closure
Service tickets can involve several teams, handoffs and follow-up actions, which makes ownership difficult to track when records are scattered. Infraon ITSM keeps assignments, timestamps, escalations and related activity together. This can also support internal response when an incident involves personal data covered by UU No. 27 Tahun 2022.
Make approvals and changes easier to trace
Changes, approvals and escalations often pass through several people before a service issue is resolved. Infraon ITSM records each step within the service workflow, giving IT and governance teams a clear history for review. This supports audit-trail requirements relevant to electronic system operators under PP No. 71 Tahun 2019.
Choose the Deployment Model for Your IT Environment
Full data protection, no matter where our platform is deployed
Discover What Infraon ITSM Can Do For You
GenAI features that make your ITSM team faster, smarter, and unstoppable.
Use state-of-the-art GenAI agents to resolve queries, recommend the right article, or auto-raise a ticket.
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Benefits of Infraon ITSM for Indonesian Teams
Manage IT services from Indonesia across Singapore, Malaysia and Thailand through one service desk, backed by metrics that can strengthen daily operations.
Three Simple Steps to Go Live With Infraon ITSM
Define the service operating model
Identify service categories, ticket sources, ownership, SLA rules, approval paths, user groups and migration data.
Build workflows and service records
Configure service catalogs, incident and request flows, SLA profiles, approval rules, roles and dashboards.
Move data and launch
Migrate agreed ticket, user and asset data, train service teams by role and open the new workflows to users.
Connect Infraon ITSM to Tools Already In Your Stack
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How Infraon ITSM Compares To Alternative Software
| Capability | Infraon Recommended | Legacy enterprise ITSM | Point tools |
|---|---|---|---|
| Time to go live | 4 weeks | 6-18 months | Weeks per tool |
| Pricing published | Yes, from $19/user | Quote only | Varies |
| ITSM + ITAM + monitoring | One platform | Separate modules, priced separately | Separate vendors |
| ITIL 4 certified | Yes, PinkVERIFY | Usually | Rarely |
| On-premise option | Yes | Sometimes | Varies |
| Enterprise ecosystem depth | Growing | Extensive | Narrow |
| Published per-user pricing, no quote required. | See published pricing | ||
Transparent pricing, published
Per-user rates you can take into a budget review - no quote cycle before you see a number.
Billed per user. SaaS or on-prem, hosted in Indonesia.
What Indonesian IT Leaders Often Ask
Infraon ITSM covers incidents, service requests, problems, changes, service catalogs, SLAs, knowledge, assets and reporting. Service teams can manage user requests, ownership, service performance and restoration work through connected workflows.
Assess incident and request handling, change control, SLA management, service catalogs, asset and CMDB context, workflow automation, reporting and integrations. Enterprises with distributed operations should also check location-based routing, separate SLA profiles and shared management visibility across sites.
UU No. 27 Tahun 2022 requires written notification within 3 x 24 hours after a personal-data protection failure. ITSM can keep incident ownership, timestamps, escalation tasks and related service activity together, giving internal teams a traceable record during investigation and response.
PP No. 71 Tahun 2019 requires electronic system operators to provide audit trails. ITSM can record approvals, changes, assignments, escalations and closure history so technical and governance teams can review the sequence of actions behind a service issue or change.
A centralized service desk can use separate routing rules, service catalogs, SLA profiles and ownership models for different sites while retaining one management view. This supports enterprises with headquarters, branches, plants, warehouses or service locations spread across several provinces.
Yes. Infraon ITSM connects incident, request, problem and change management with service catalogs, SLA management, knowledge and asset context. Infrastructure alerts can also create and route incidents, linking operational signals with the service workflows used by support teams.
Infraon harnesses GenAI to streamline ticket creation, automate intelligent routing, and accelerate service resolution - achieving 96% email-to-ticket accuracy and reducing incident resolution time by 45%.
Infraon publishes integrations with AWS, Azure, Google Cloud, Slack, Jira, GitHub, PagerDuty and Active Directory, plus a REST API for wider connectivity. Cloud alerts can create and route incidents into the service-management process.
Infraon ITSM can be deployed on-premises, in the cloud or through a hybrid model. The choice can follow the organization’s infrastructure model, internal governance needs and approach to centrally managed service workflows.
Experience Infraon ITSM Using Your Own Service Scenarios
Explore modernized workflows, from incident management and SLA tracking to change management using examples from your IT environment.
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Mr. Soetikno
Soetikno leads Infraon's business development in Indonesia from Jakarta, with over 25 years working alongside IT and operations teams across Southeast Asia, including at IBM Indonesia. He specialises in helping growing enterprises move to structured IT service delivery, aligning tools, processes and teams.
+62 811 891 358 · soetikno@infraon.io
9am-6pm WIB