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Help Desk Software

SapphireIMS

ITIL-aligned IT service desk suite for incidents, problems, changes and service requests

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About SapphireIMS

SapphireIMS Service Desk is an IT service management suite built around ITIL practice. It holds ITIL 2011 certification through Pink Verify and is meant for enterprises and service providers that must meet defined service level goals.

A low-code platform sits underneath, so processes can be configured without programming. Pre-built templates help teams get started.

What SapphireIMS offers

  • Incident management — log tickets by portal, web, phone, email, SMS or monitoring alarms, then route by category.
  • Problem management — root cause analysis, workarounds and a known error record.
  • Change management — standard procedures for requesting and approving changes.
  • Request fulfilment — handles routine service requests and paperless approvals.
  • SLA tracking and analytics — measures performance, escalations and compliance through dashboards.
  • Feedback collection — gathers end-user satisfaction.

Who it works with

Enterprises and IT service providers, including financial services, manufacturing, IT services and healthcare.

Key facts

  • Certification: ITIL 2011 (Pink Verify)
  • Configuration: codeless

Profile written by TrustList from the business's own published information, Oct 2026.

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