IT Service Management

Manage your on-site IT interventions with G-ordon: field ticketing, deployments, hardware maintenance, SLA tracking and reporting. Field ITSM solution for mobile IT teams.

On-site IT intervention management software

IT teams that physically intervene on-site – workstation deployments, network infrastructure maintenance, IMAC operations (Install/Move/Add/Change) – need a tool adapted to field realities. Traditional helpdesk solutions handle remote ticketing, but they do not cover the logistical dimension of physical interventions. G-ordon fills this gap by providing a field ITSM solution that orchestrates the entire intervention cycle, from ticket creation to the signed completion report.

Field ticketing and escalation workflows

G-ordon integrates with your existing ticketing tools (GLPI, ServiceNow, Jira Service Management) to retrieve requests requiring an on-site visit. Each ticket is converted into a work order, assigned to a technician based on their skills and location, and tracked in real time. Escalation workflows are configurable: if a level 1 technician cannot resolve the issue, the intervention is automatically routed to a level 2 or 3 specialist.

Hardware deployment and IMAC operations

For large-scale deployment projects – fleet renewal, office relocations, new site openings – G-ordon lets you plan and track every step: equipment preparation in the workshop, delivery, installation, configuration, acceptance testing and removal of legacy equipment. Technicians document each operation with photos, barcode or QR code scans for asset identification, and a structured completion report.

Spare parts inventory and asset tracking

Spare parts stock management (memory, drives, cables, monitors, keyboards) is built into G-ordon. Every part used during an intervention is tracked and linked to the relevant asset. Barcode and QR code scanning enables rapid equipment identification and automatically updates the asset database. Replenishment thresholds trigger alerts to prevent stockouts.

SLA tracking and time to resolution (TTR)

Meeting service commitments is at the heart of IT operations. G-ordon automatically measures time to resolution (TTR) for each intervention and compares it against contractual targets. Dashboards provide a real-time view of SLA compliance rates, ongoing interventions and breach risks. These metrics feed into service reviews and steering committees.

Reporting and periodic audits

Beyond one-off interventions, G-ordon facilitates the scheduling of periodic audits: physical inventory of the equipment fleet, network configuration checks and compliance controls. Automatically generated reports document each audit and provide a factual basis for investment and renewal decisions.

G-ordon stands apart from helpdesk tools by focusing on the physical component of IT: when a technician has to travel on-site, work on equipment and document their actions in the field. The platform complements your existing ITSM ecosystem without replacing it.

Schedule a personalized demo to discover how G-ordon can optimize your on-site IT interventions.