GenAI-Based ITSM
Software for Malaysian IT Teams
Reduce IT costs by 50% and increase compliance by over 75% with Infraon ITSM - an intuitive service desk that can be effortlessly deployed (SaaS or on-prem).
Book a demo
Go live in 4 Weeks
Get pre-configured ITIL workflows and guided migration.
One tool (not 5 legacy tools)
Manage service desk, asset management and infra monitoring in one software.
Certified and audit-ready
Get ITIL 4/PinkVERIFY certified software that is aligned to SOC 2 and ISO 27001.
Overcome Malaysia-Centric Service Issues with Infraon ITSM
Enable real-time IT governance every step of the way
When an auditor asks who approved what and when, someone spends three days reconstructing it. Infraon ITSM timestamps and logs every action in one audit trail - all exportable in a single click. It helps meet Negara Malaysia's RMiT policy and Cyber Security Act 2024.
Get one service desk to handle many entities
Shared services centers support multiple business units across several countries from one team. Most tools force a choice between a messy queue or many instances. Infraon ITSM helps manage multiple teams, with separate SLAs/workflows and shared visibility.
Protect personal data inside service tickets
Every ticket with a staff name or contact number is considered personal data under the Personal Data Protection Act. Infraon ITSM applies role-based access control, AES-256 encryption and full access logging to service records, with configurable retention per data type.
Support more than one time zone
Malaysian IT teams routinely support Singapore, Indonesia and Thailand. An SLA clock that ignores local business hours generates false breaches and destroys trust in reporting. Infraon ITSM enables multiple SLA calendars with per-region hours and holidays, escalating at 30, 60 and 90 minutes before breach.
Where Is Your Data, And Who Can Reach It?
Full data protection, no matter where our platform is deployed
Explore What You Can Do With Infraon ITSM
GenAI-powered features that turn your ITSM teams into service superheroes!
Deploy GenAI agents that can answer directly, suggest the right article, or raise a ticket if issue matter remains unresolved.
Know More
What Malaysian Companies Can Achieve With Infraon ITSM
Run one service desk from Malaysia across Singapore, Indonesia and Thailand - with the numbers to take into your next budget review.
Ensure a Focused ITSM Software Rollout
Map the current service model
Identify service categories, ticket sources, ownership, SLA rules, approval paths, user groups and data for migration.
Configure workflows and service records
Set up service catalogs, incident and request flows, SLA profiles, approval rules, roles and dashboards.
Migrate, train and launch
Move 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
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 Malaysia.
Questions Malaysian IT Teams Often Ask
ITSM software manages the processes used to deliver and support IT services. In Infraon ITSM, that includes incidents, service requests, problems, changes, service catalogs, SLAs, knowledge, assets and reporting. The aim is to give service teams one operating record for user requests, service performance and the work required to restore or improve a service.
Large Malaysian organizations should assess incident and request handling, change control, SLA management, service catalogs, asset and CMDB context, workflow automation, reporting, integrations and governance records. Regional service teams should also check multi-entity workflows and SLA calendars so one service desk can support different business units while retaining separate ownership and service targets.
For financial institutions within RMiT scope, ITSM can support operational evidence around incidents, service availability, changes, ownership, SLA performance and problem follow-up. Infraon ITSM can keep these activities in connected workflows with timestamps and approval histories. The institution remains responsible for interpreting RMiT requirements and deciding how its service-management process contributes to its control framework.
Service tickets can include employee names, contact details, screenshots and other personal information. A consistent ITSM workflow can keep incident owners, timestamps, escalation tasks and service histories together when a ticket raises a data-protection concern. Malaysia's 2025 DPO and breach-notification requirements make clear internal ownership and time-based incident records increasingly relevant to governance teams.
NACSA lists 11 NCII sectors under Malaysia’s cyber-security framework. ITSM can give these organizations a shared record for service ownership, incident activity, change history, escalation and closure. This helps technical and governance teams reconstruct how a service disruption was handled and identify follow-up work tied to recurring or high-impact incidents.
Yes. Infraon ITSM brings incident, request, problem and change management together with service catalogs, SLA management, knowledge and asset context. Linking service records with assets and configuration relationships gives agents better context during triage and gives managers a connected view of service activity and operational trends.
Infraon uses GenAI for tasks such as ticket creation, routing and service resolution support. Infraon ITSM has been proven to result in a 75+% increase in compliance adherence and agent productivity.
Infraon publishes integrations with AWS, Azure, Google Cloud, Slack, Jira, GitHub, PagerDuty and Active Directory, plus a REST API for wider connectivity. Cloud monitoring alerts can also create and route incidents in Infraon ITSM, which helps connect infrastructure signals with the service-management process used by support teams.
Yes. A shared-services team can run separate service catalogs, SLA profiles, routing rules and ownership models while retaining one management view. That is relevant for Malaysia-based GBS operations supporting several business units or markets, where service commitments can differ by entity, geography or user group while the service desk remains centrally managed.
See Infraon ITSM in action
Incident routing, service requests, SLA tracking, change workflows, and reporting - with scenarios from your IT environment.
Book a demo
Mr. Siva Prasanth
Siva Prasanth leads Infraon's business development in Malaysia, with over 15 years in the IT industry across Malaysia, Singapore and Indonesia. He has built go-to-market operations for technology vendors entering new Southeast Asian markets, working with channel partners, solution providers and system integrators.
+60 18 572 9382 · siva.p@infraon.io
9am-6pm MYT