Viti - IT Service Desk for a Nordic Engineering Firm
IT Service Desk Across Iceland, Norway and the Faroe Islands
Designed and built a clickable IT service desk for a Reykjavík engineering consultancy with five offices in three countries: ticket queues with SLA clocks on each office's hours, service requests with approval chains, a major incident room that keeps every office informed, and joiner and leaver checklists triggered from HR.
Most of our work is under NDA. Per agreement, we can share the work but not the company details - all names and identifying information shown here have been changed.
Impact
Dashboard, queues with the ticket quick view, ticket detail, the major incident room and the joiners, movers and leavers board with each lifecycle case in a drawer.
Reykjavík, Akureyri, Egilsstaðir, Bergen and Tórshavn across 3 time zones. Each ticket's response and resolution clock runs on the requester's office hours and pauses while waiting on the requester, a supplier or an approval.
The incident room counts down to the next promised update and publishes one message to the status page, email, Teams, Slack and SMS. The demo's live incident has 14 linked tickets.
Incidents, service requests and a lifecycle task across all 5 offices, plus 32 staff profiles, 14 joiner, mover and leaver cases, 5 major incidents and 8 knowledge articles.
The Problem
Brimstrand's 14-person IT team ran on a shared it@ inbox, direct messages in Teams and Slack, and a spreadsheet of laptops. Nobody could say how many requests were open or late, the same questions were answered by hand every week, new starters arrived to no laptop or accounts, leavers kept access to project files for weeks, and when the Bergen file server failed, 70 people messaged IT separately and got no updates.
Our Solution
Viti gives the IT team one place to work incidents, service requests, major incidents and joiner and leaver checklists. Every ticket carries SLA clocks on the requester's office hours, requests route through a fixed approval chain, the incident room keeps every affected office updated on a 30-minute cadence, and HR events turn into checklists with automated account steps.
The Challenge: One Desk, Three Countries
Brimstrand has about 420 staff in five offices in Iceland, Norway and the Faroe Islands. Each country has its own clocks, public holidays and data protection rules, and the IT team has to serve all of them from one queue.
Three Calendars Behind Every SLA
Iceland stays on UTC all year while Norway and the Faroe Islands change their clocks in summer, and public holidays differ, from Iceland's First Day of Summer to Norway's 17 May and the Faroese Ólavsøka. An SLA has to run on the requester's office hours, not the agent's.
Joiners and Leavers Lost in Email
HR's emails to IT went missing, so new starters arrived to no laptop and no accounts, and a security review found leavers who kept access to project files for weeks after their last day.
Outages Answered One Message at a Time
When the Bergen file server failed for a morning, 70 people messaged IT separately. There was no way to link their reports to one incident or tell everyone at once what was happening.
Personal Data in Tickets
Tickets hold names, device details and sometimes health information behind an ergonomics request. The GDPR applies in Iceland and Norway, the Faroe Islands have their own act, and opening another employee's mailbox or files is restricted under Nordic rules.
Our Approach: From ITIL Practices to a Clickable Service Desk
Spec and Rules Research
Mapped 13 user roles and 42 screens across the agent console, a mobile-first employee portal and a public satisfaction survey, plus the Slack and Teams chat flows, and the data model for offices, holiday calendars, tickets, SLA policies, catalogue items, approvals, major incidents, changes and lifecycle cases. Wrote down the rules the design follows: the ITIL 4 practices, ISO/IEC 20000-1 as a reference for records and reporting, the GDPR and the Icelandic, Norwegian and Faroese data protection acts, separation of duties and WCAG 2.2 AA for the portal.
Clickable Demo on a Production UI Kit
Built 5 key screens on a production dashboard kit: the dashboard with KPIs, SLA at risk, queue load and upcoming joiners, leavers and changes; queues with SLA state tabs and a reply or internal note box; ticket detail with the approval chain and fulfilment tasks; the major incident room with update composer, timeline and responders; and the lifecycle board with checklists and automation results. A major incident banner sits on every page. All actions run on local state.
What a Production Build Adds
Microsoft Entra ID sign-in and account automation through Microsoft Graph, Exchange Online email intake, the Slack and Teams apps, Intune and Jamf device data, Autodesk and Bentley licence admin, the HR system and the asset register, Twilio SMS and PagerDuty paging. An append-only audit log, retention rules for closed tickets, and the remaining screens: approvals, problems, changes and the change calendar, knowledge base, reports, settings and the employee portal.
Why It Works: The Desk Sees What Is Due
SLA Time Left on Every Row
Each ticket shows its response and resolution clocks as time left, amber when at risk, red when breached and grey when paused. The dashboard lists every ticket due within the next business hour or already late, sorted by time left.
Approvals With a Visible Chain
A service request shows each approval step with its approver, decision and the channel it came from, such as the line manager in Slack and then the IT manager for costs over 300.000 kr. The resolution clock and fulfilment tasks wait until the chain is approved.
One Incident, Every Office Informed
Related tickets link to the major incident instead of being answered one by one. The room shows the next update due, a composer with audience and channels, responders with contact details, and a timeline in the incident manager's time and UTC.
Day-One Readiness on a Board
Joiner and leaver cases move from Received from HR to Done, with checklist progress on each card and a red Overdue column. Cases within 3 working days with open tasks are flagged, and cases added by hand are marked so the missing HR event can be fixed.
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Enterprise Software Engineering - Human + AI
Contact Us
Locations
Global Headquarters
21 Merchant Road, 3rd Floor, Singapore 058267
Main corporate office and leadership operations
North America Office
548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
India Office
402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
© 2026 - Copyright. All Rights reserved Oceanlab