SERVICES · OPERATIONS · MEMORY · INTELLIGENCE
UNIDESK
THE OPERATIONAL HUB THAT ADAPTS TO YOUR BUSINESS
The ticket is the entry point. UNIDESK goes further: understand each request, place it in context, apply the right commitments and permissions, coordinate its handling and preserve the organization’s operational memory.
Official logo used exactly as supplied. UNIDESK remains an independent family; interactions with other products depend on the selected architecture.
THE UNIVERSAL TICKET
A request is never just a number.
UNIDESK links every request to its real context: client, company, site, service, asset, contract, criticality, SLA/SLC, team, permissions, procedures and history.
Concrete example
“Production line 4 can no longer print shipping labels.” The response depends on the site, application, criticality, contract, SLA, authorized team and previously known similar incidents.
UNIDESK ARCHITECTURE
Core at the center. Eight capabilities around it. UNIA works across the whole.
The nine historical names describe one ecosystem. They are not presented as nine independent commercial software products.
UNIAUnderstand · qualify · search · suggest · assist - always under permissions, business rules and human approvals.
UNIDESK Core
Incidents, requests, tickets, users, teams, priorities, SLAs, handling, escalations, resolutions, history and management.
Prepares, qualifies, authorizes, schedules, executes and traces changes, including impacts, risks, approvals, intervention windows and rollback.
Represents hardware, software, applications, services, infrastructure, users, sites, contracts and, above all, their relationships.
Links operations, approvals, events, logs, decisions and documents to the elements required for evidence and audit.
Brings operational events, availability, alerts, technical incidents, servers and cloud services together with service management.
Schedules interventions, maintenance, changes and recurring activities while accounting for teams, availability, calendars, contracts and SLA/SLC commitments.
Connects UNIDESK to directories, SSO, messaging, monitoring, ERP/CRM, business applications, APIs, webhooks and other systems when required.
Links operations to continuity and recovery procedures: responsibilities, critical events, contingency actions and service restoration.
Historical capability focused on digital resilience: major incidents, continuity, suppliers, controls, obligations and evidence. Applicability depends on context.
THE 9 CAPABILITIES
Each capability has a precise role in the ecosystem.
The function is documented. Code, interface and commercial availability remain to be audited before any public claim.
01Cœur opérationnel
UNIDESK Core
Centralise incidents, demandes, tickets, utilisateurs, équipes, priorités, SLA, traitements, escalades, résolutions et historique.
ExampleExample : une demande critique est qualifiée, affectée, suivie selon son SLA puis clôturée avec sa résolution et ses preuves.
Discuss this capability →02Change management
UNIDESK Change
Prepares, qualifies, authorizes, schedules, executes and traces changes, including impacts, risks, approvals, intervention windows and rollback.
ExampleExample : une mise à jour ERP est planifiée hors production, validée, exécutée, puis documentée avec son plan de retour arrière.
Discuss this capability →03Configuration & dependencies
UNIDESK CMDB
Represents hardware, software, applications, services, infrastructure, users, sites, contracts and, above all, their relationships.
ExampleExample : un serveur défaillant permet d’identifier immédiatement les applications, sites ou services qui en dépendent.
Discuss this capability →04Evidence & audit
UNIDESK AuditBridge
Links operations, approvals, events, logs, decisions and documents to the elements required for evidence and audit.
ExampleExample : une intervention sensible reste reliée à son auteur, sa validation, son horodatage et aux éléments de preuve disponibles.
Discuss this capability →05IT & Cloud operations
UNIDESK OpsCloud
Brings operational events, availability, alerts, technical incidents, servers and cloud services together with service management.
ExampleExample : une alerte de supervision peut devenir un incident contextualisé au lieu de rester isolée dans un outil technique.
Discuss this capability →06Operational scheduling
UNIDESK Scheduler
Schedules interventions, maintenance, changes and recurring activities while accounting for teams, availability, calendars, contracts and SLA/SLC commitments.
ExampleExample : une maintenance récurrente est programmée selon les horaires autorisés, l’équipe disponible et les contraintes du contrat.
Discuss this capability →07Integrations
UNIDESK Integrator
Connects UNIDESK to directories, SSO, messaging, monitoring, ERP/CRM, business applications, APIs, webhooks and other systems when required.
ExampleExample : UNIDESK peut recevoir une alerte de supervision et enrichir le ticket avec les données d’un ERP sans imposer le remplacement de ces systèmes.
Discuss this capability →08Business continuity / disaster recovery
UNIDESK Continuity
Links operations to continuity and recovery procedures: responsibilities, critical events, contingency actions and service restoration.
ExampleExample : lors d’un incident majeur, les actions de continuité, responsables et étapes de restauration peuvent être suivis dans un même contexte.
Discuss this capability →09Regulatory resilience
UNIDESK DORA Engine
Historical capability focused on digital resilience: major incidents, continuity, suppliers, controls, obligations and evidence. Applicability depends on context.
ExampleExample : pour une organisation concernée, incidents, continuité, fournisseurs et preuves peuvent être rapprochés des exigences de résilience applicables.
Discuss this capability →MULTI-CLIENT · SLA/SLC · PERMISSIONS
One platform. Different rules depending on context.
MULTI-CLIENT / MULTI-ORGANIZATION
Companies & entitiesDistinct entities, each with its own context.
Sites & departmentsLocal organization and dedicated scopes.
Teams & usersContextualized assignments and responsibilities.
Contracts & environmentsSpecific rules based on the commitment.
SLA / SLC
Service hoursService windows by contract, site or team.
Holidays & on-call coverageCalendars and on-call arrangements.
Response & resolutionTimescales based on criticality and context.
Escalations & exceptionsOverrun rules and specific handling.
PERMISSIONS & RESPONSIBILITIES
Distinct rolesIdentity alone does not define permissions.
Contextualized permissionsPrecise permissions by entity, contract or case.
Dual approvalPossible for certain sensitive actions.
TraceabilitySensitive actions must remain auditable.
Concrete example
A 24/7 plant can apply on-call coverage and critical response times. An office open from 08:00 to 18:00 can use a different calendar. UNIDESK must respect each contract’s rules without mixing contexts.
UNIA + OPERATIONAL MEMORY
Intelligence becomes useful when it knows the context and history.
UNIA — operational assistance
- Analyze the text of a request
- Suggest category and priority
- Find similar incidents
- Suggest a resolution
- Detect duplicates
- Assist drafting
- Use the client’s history
Always under permissions, business rules and human approval.
Operational memory
During a migration, the objective is to recover as much usable history as possible: tickets, incidents, equipment, users, contracts, procedures, documents and useful data.
After several years: this memory can support knowledge, recurrence analysis, management and audit.
AuditMappingMappingMigrationChecksContinuity
OPENNESS & INTEGRATIONS
UNIDESK integrates with what already exists. The TECKINFO ecosystem remains optional.
Client environment
Directories/SSO, messaging, monitoring, ERP/CRM, business applications, APIs/webhooks, document repositories and security tools can remain in place.
TECKINFO — if desired
Integrations with GCC or the client's existing tools can be considered according to the selected architecture. Possible interaction ≠ mandatory dependency.
Concrete example
UNIDESK can fit into an environment that includes directory services, messaging, monitoring tools and an ERP. Required connections are assessed according to the client's needs and technical constraints.
STATUS & CREDIBILITY
Document what is defined. Audit what still needs to be proven.
YOUR BUSINESS ALREADY HAS A HISTORY.
UNIDESK DOES NOT HAVE TO ERASE IT TO EQUIP YOU.
Start with your processes, contracts, users, environment and usable data. Then define how UNIDESK should adapt.
Discuss your organization