Technology Support HubInternal Technology Service Management
Every technology issue, request and idea across HATS in one place.
A single front door for IMPACT, Middleware, Mobilisation, Training and Insurance systems — with guided reporting, automatic routing, SLA tracking and reporting for service leads.
Guided ticket wizard
Six clear steps capture the system, symptoms, impact and evidence so nothing bounces back for more detail.
Intelligent routing
Tickets land with the right team automatically using configurable rules for each system and category.
SLA engine
Response and resolution clocks run against agreed targets, with visible breach warnings and escalation.
Knowledge base
Self-service answers surface before a ticket is raised, cutting avoidable contact for common issues.
Development & innovation
Change requests and staff ideas are captured, voted on and prioritised in the open.
Full audit trail
Every status change, assignment and comment is logged for governance and compliance review.