Felicity - An Overview

Felicity is a reliable and secure open ITSM and AIOps framework that is built on intelligence, learning, and knowledge base.

Contact Our Felicity Team to know more about powerful, effective features of Felicity and how they can enhance your organization’s operational efficiency.

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Our Solutions


Financial Operations Management

Felicity Service Desk is a full fledged implementation of primary services within the disciple of IT Service Management (ITSM). We are compliant to ITIL standards encompassing Help Desk and Change Management processes such as Incident and Problem Management, Service Asset & Configuration Management and Knowledge Management. With multiple proven deployments in the financial sector, Felicity Service Desk has evolved to be a certified, robust tool for Customer Help Desk Solutions.

Financial Operations Management
HR Management

HR Management

We have found correct categorization and routing of user queries and complaints to be a major time-consuming task in the ITSM Incident Management process. Auto Classifier Engine, as a part of the wider AI framework laying under the Felicity Platform, is a critical tool in the Incident & Problem Reporting and Resolution pipeline, automating this task. The Engine auto categorizes incidents and service requests into appropriate buckets with least human interaction to expedite resolution timelines and reduce human errors in the process.

IT Service Management

Auto Remediation is a very interesting use case in the repertoire of our Orchestration Layer toolset. Using Machine Learning enabled Knowledge base and a strong correlation engine, we automate the remediation of most recurrent user and system problems and service requests. Auto Remediation engine drives solutions for tasks in varied components, such as AD server operations, Cisco tasks, Security and Compliance checks and various Web Application Server jobs.

IT Service Management

Why Felicity

Felicity enriches your customer’s experience by assisting them with quick problem resolutions. Below are some key features of Felicity.

Open Source

Felicity Platform is the world’s first Open Source Platform to be PinkVerify 2011 certified for its Service Desk Solutions. Felicity Platform maintains data security while aligning to Open Standards and Open Source Solutions.

Customer Centric Approach

Felicity Platform adopts the customer-first approach to solving problems with communication channels optimized to reduce response time. Our solutions are geared towards enhancing customer experience.

Built Around Knowledge And Learning

Felicity Platform leverages deep learning algorithms to understand user and system issues. It delivers value using AI frameworks by aggregating domain knowledge.

Proactive Alerting

An under-the-hood perpetual correlation engine develops patterns from user interactions and system actions to identify problems in real-time and provide proactive alerting to users with similar and related issues.

Intelligent Central Recommendation Engine

Felicity Platform is built around an intelligent central recommendation engine. It provides for automatic classification and routing of user incidents based on domain-specific intelligence.

Ready to Solve Previously Unknown Problems

Felicity Platform helps service desk agents solve previously unknown issues by providing intelligently categorized knowledge base articles.

Let’s discuss Felicity for your organization’s operational needs.

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