ITSM - Enterprise IT Service Management Platform

A modern, full-featured IT Service Management (ITSM) platform built with Go/Gin backend and Next.js/React frontend. Supports ITIL best practices with AI-powered features.

Features

Core ITSM Modules

• Ticket Management - Full ticket lifecycle, SLA support, automated workflows
• Incident Management - Real-time monitoring, intelligent triage, escalation
• Problem Management - Root cause analysis, known error database
• Change Management - Risk assessment, multi-level approvals
• Service Catalog - Self-service portal, service requests

AI-Powered Features

• Smart Triage - LLM-powered ticket classification and priority suggestion
• RAG Knowledge Base - Retrieval Augmented Generation for intelligent Q&A
• Auto-Summarization - AI-generated ticket summaries and action items

Workflow Engine

• BPMN 2.0 - Full BPMN workflow engine with visual designer
• Custom Processes - Build custom approval and escalation workflows
• Automation Rules - Event-driven automation

SLA & Monitoring

• SLA Management - Define and monitor service level agreements
• Real-time Alerts - Proactive SLA breach notifications
• Performance Analytics - Dashboards and reports

Tech Stack

Layer	Technology
Backend	Go 1.24, Gin, Ent ORM
Frontend	Next.js 15, React 19, TypeScript 5
UI Library	Ant Design 5, Tailwind CSS 4
Database	PostgreSQL
BPMN Engine	nitram509/lib-bpmn-engine
AI/ML	OpenAI API, pgvector (optional)
State Management	Zustand, TanStack Query

Quick Start

Prerequisites

• Go 1.24+
• Node.js 18+
• PostgreSQL 14+

Backend Setup

cd itsm-backend

# Install dependencies
go mod download

# Configure database (edit config.yaml)
vim config.yaml

# Run database migrations
go run -tags migrate main.go

# Start the server
go run main.go

The backend will start at http://localhost:8080

Frontend Setup

cd itsm-frontend

# Install dependencies
npm install

# Configure environment
cp .env.example .env.local
# Edit .env.local with your API URL

# Start development server
npm run dev

The frontend will start at http://localhost:3000

Docker Deployment

# Using docker-compose
docker-compose up -d

Project Structure

itsm/
├── itsm-backend/          # Go/Gin backend
│   ├── controller/        # HTTP handlers
│   ├── service/           # Business logic
│   ├── ent/               # Database models (Ent ORM)
│   ├── middleware/        # Auth, RBAC, tenant isolation
│   ├── internal/domain/   # DDD domain layer
│   └── config.yaml        # Configuration
│
├── itsm-frontend/         # Next.js frontend
│   ├── src/app/           # App Router pages
│   ├── src/components/    # React components
│   ├── src/app/lib/       # API clients, stores
│   └── .env.example       # Environment template
│
├── nginx/                 # Nginx configuration
├── scripts/               # Utility scripts
└── docker-compose.yml     # Docker deployment

API Documentation

API documentation available at http://localhost:8080/swagger/index.html after starting the backend.

Environment Variables

Backend (itsm-backend/config.yaml)

database:
  host: localhost
  port: 5432
  user: dev
  password: "your-password"
  dbname: itsm

llm:
  provider: openai        # openai, azure, local
  model: gpt-4o-mini
  api_key: ""             # Set via environment

vector:
  enabled: false          # Set to true when pgvector is installed
  dimension: 1536

Frontend (itsm-frontend/.env.local)

NEXT_PUBLIC_API_URL=http://localhost:8080
NEXT_PUBLIC_API_TIMEOUT=30000

Key Features Deep Dive

AI Triage Service

The intelligent triage system classifies incoming tickets using LLM:

• Automatic category detection (database, network, server, etc.)
• Priority suggestion based on urgency
• Assignee recommendation
• Falls back to keyword matching when LLM unavailable

RAG Knowledge Base

Hybrid search combining vector similarity and keyword search:

• Semantic search using OpenAI embeddings
• Keyword fallback for exact matches
• Automatic knowledge article indexing

BPMN Workflow Engine

Custom BPMN 2.0 workflow engine with:

• Visual process designer (bpmn-js)
• Version-controlled process definitions
• User task assignment and delegation
• Process monitoring and analytics

Contributing

1. Fork the repository
2. Create your feature branch (git checkout -b feature/AmazingFeature)
3. Commit your changes (git commit -m 'Add some AmazingFeature')
4. Push to the branch (git push origin feature/AmazingFeature)
5. Open a Pull Request

License

This project is licensed under the MIT License - see the LICENSE file for details.

Support

• Create an issue for bug reports
• Discussions for questions and ideas
• Wiki for documentation