The service automation module of CRAF Solution. Addresses HKMA CRAF iC-3 (Change Management) and iC-4 (Incident Response) requirements through email-driven ticketing, smart approval routing, and audit-ready reporting.
Tired of complex ITSM portals that nobody wants to use? ServiceBridge puts the workflow where your people already are — in their email inbox. Built to satisfy CRAF iC-3 (Change Management) and iC-4 (Incident Response) requirements with zero-friction approvals.
No portal logins. Submit tickets via email, approve with one click, track progress from your inbox. Built for how people actually work.
Branch, department, and priority-aware routing. Tickets automatically find the right approver without manual triage.
Mailto: buttons with pre-filled subjects. Click APPROVE → Outlook opens → Send. Approvals happen in seconds, not days.
Granular permissions per branch, team, and ticket type. Define who can raise, approve, escalate, or view reports.
Real-time view of all active tickets, pending approvals, SLA status, and team workload. Filter by branch, type, or priority.
Auto-generated monthly reports with ticket summaries, approval cycle times, trend analysis, and compliance evidence.
Native multi-branch architecture. Each location can have its own approval chain, SLA policies, and team structure.
Standard and emergency change workflows with configurable escalation. Track RFCs from submission through implementation.
Seamless integration with Microsoft Graph for email, calendar, and directory services. Works with your existing M365 tenant.
See how the service module maps to CRAF iC-3 and iC-4 controls and simplifies change and incident governance.