Cadalys Service Management™
Deliver exceptional IT services with our ITIL® v4-aligned, Salesforce AgentForce-powered platform that transforms how organizations support employees and customers.
Agentforce®-Powered ITSM, Native to Salesforce
Built natively on Salesforce's industry-leading platform, Cadalys Service Management transforms IT service delivery through Agentforce-powered automation and ITIL v4 best practices. Our solution delivers immediate value by combining pre-configured service management processes with intelligent automation, enabling both internal IT teams and customer-facing service operations to excel.
Organizations leverage our platform to modernize their service management practice through:
- Agentforce-powered process optimization that continuously improves service delivery
- Intelligent automation that eliminates routine tasks, accelerates resolution and maximizes outcomes
- Predictive capabilities that help identify and prevent potential service disruptions
- Seamless integration with your existing Salesforce investments and workflows
Whether you're supporting employee IT needs or managing complex customer service operations, Cadalys Service Management provides the tools, insights, and automation needed to enhance productivity, reduce costs, and deliver exceptional service experiences on the platform you already trust.
Core ITIL v4 Practices
Intelligent Incident Management
Accelerate incident resolution with Agentforce-powered routing and automated workflows. Our smart categorization and intelligent assignment capabilities ensure issues reach the right experts immediately, while collaborative tools and knowledge integration help restore services faster than ever.
Proactive Problem Management
Harness Agentforce-powered analytics to identify root causes and prevent recurring issues. Our machine learning algorithms analyze incident patterns, automatically suggesting correlations and potential problem areas while building a comprehensive knowledge base for future resolution.
Strategic Change Enablement
Minimize risk and maximize success with our comprehensive change enablement process. Agentforce-powered impact analysis, automated approval workflows, and intelligent scheduling help orchestrate changes seamlessly while maintaining service stability.
Service Request Management
Streamline request fulfillment with automated workflows and self-service capabilities. Our Agentforce-powered service portal guides users to the right request forms, automates approvals, and tracks fulfillment progress, reducing administrative overhead.
Service Level Management
Monitor and manage SLAs with precision using our advanced tracking and alerting system. Real-time dashboards show SLA compliance across all services, with predictive analytics highlighting potential breaches before they occur.
Agentforce Powered Collaboration
Slack Integration
Cadalys Service Management is integrated directly with Slack and Agentforce, enabling your team to self-serve, collaborate with your human agents, and get the latest updates on their tickets all directly from within Slack.
Infrastructure & Asset Management
Advanced CMDB
Build a single source of truth for your IT infrastructure within Salesforce. Our intelligent Configuration Management Database (CMDB) simplifies mapping relationships between configuration items (CI), assets, services, and business processes, providing real-time visibility into your IT ecosystem.
Automated Discovery & Integration
Keep your CMDB perpetually current with our intelligent discovery capabilities. Seamlessly integrate with leading platforms including Microsoft Intune, SCCM/MECM, Tanium, and Zabbix, while intelligent reconciliation processes ensure data accuracy and completeness.
AI-Powered Insight Engine
Transform data into actionable insights with our advanced analytics platform. Leveraging Salesforce's robust reporting and dashboard capabilities and our AI enhancements, gain predictive insights into service performance, resource utilization, and emerging trends.
Dynamic Service Catalog
Deliver a modern service experience with our Agentforce-powered catalog. Smart recommendations, automated service bundling, and intelligent request routing ensure users quickly find and receive the services they need, while analytics help optimize your service portfolio.
Knowledge Management
Centralize and leverage organizational knowledge with our AI-powered knowledge base. Automatic article suggestions, content analytics, and integration with incident and problem management ensure knowledge is captured, shared, and utilized effectively.
Visual Process Designer
Design and implement ITIL-aligned workflows without coding using the powerful Salesforce Lightning Flow platform. This drag-and-drop process builder allows IT managers to quickly create and modify service management processes that align with ITIL best practices.
Automation Engine
Reduce manual effort with intelligent process automation. From ticket routing to change scheduling, our platform automates routine tasks while ensuring compliance with your defined processes.
Native Salesforce Lightning Experience
Purpose-built for Salesforce Lightning and Agentforce, our solution delivers a superior user experience while leveraging the platform's enterprise-grade security, scalability, and integration capabilities.
Compliance & Governance
Maintain regulatory compliance and service governance with built-in controls and audit trails. Comprehensive reporting and documentation capabilities support your compliance requirements. As a SOC 2 TYPE 2 certified SaaS provider, you can trust that Cadalys Service Management will securely deliver the business outcomes you need.
Streamlined Pricing
Experience transparent, user-based pricing that scales with your needs. Our simplified licensing model eliminates complex calculations and hidden costs, making enterprise-grade ITSM accessible to organizations of all sizes.
Rapid Time to Value
Get up and running quickly with pre-configured ITIL processes and best practice templates. Our implementation approach ensures quick adoption while allowing for customization to your specific needs.
Customer Reviews
Excellent ITSM tool
Cadalys being an ITIL based tool has helped us to continue to grow our best practices and policies and procedures within our IT Department. It has been a pleasure working with the Cadalys team and we look forward to implementing future product enhancements, like integrating our Tanium application into the CMDB. I would highly recommend Cadalys Service Management to any organization who is looking for a user friendly, and administrative friendly ITSM tool.
Excellent Product with Bright Future
We have worked with Cadalys for many years and use Cadalys Service Management for incidents, problems, service requests (for multiple departments), and IT change requests. As we mature and expand our use cases for Cadalys Service Management, Cadalys is always there to listen to our ideas and help us make good architecture and design decisions that align with the long-term vision of the product and meet our business needs.
Great People Great Product!
We teamed up with Cadalys Service Management for our Enterprise and IT Service Management needs, and it's been fantastic. They've provided top-notch, 5-star service, and their product has been spot on. Their team is quick to follow up on everything we ask. We recommend Cadalys for any service management needs you might have.
Wonderful organization and excllent products to meet service management needs.
We engaged Cadalys Service Management to meet our Enterprise and IT Service Management needs. Cadalys has been a wonderful organization to work with and has provided us with 5-star service to say the least. Over a year down the line, I can safely say that the software has met or exceeded our needs, and their team has diligently followed up with all our requests and continue to work with us to improve our service offerings. We recommend working with Cadalys to meet any of your service management needs.
Great IT Service Management Partner and Great Product!
We have been working with Cadalys Service Management to meet our joint customer’s IT Service Management needs. Cadalys has been a wonderful organization to work with and has provided us with 5 star implementation support. The product is meeting or exceeding our customer’s expectations and needs, and their team has been very diligent and professional. We would 100% recommend Cadalys Service Management for anyone looking for a robust and scalable ITSM solution that is Salesforce native!
How Telenet experiences Cadalys
In our journey to become the preferred Managed Service provider for the B2B market in Belgium, Telenet B2B selected Cadalys as our ITIL-ready ITSM fundament to streamline and optimize our ICT & telco processes, working seamlessly with our Salesforce tooling. Cadalys is extremely helpful in our journey and knowledgeable. We are very happy to work with Cadalys as one of our strategic providers.