Manual — ITSM Manual

Beacon manual.

Beacon covers the Cadres service desk: unified tickets, SLA policy, journey automation, chat-first intake, change governance, major incident response, problem and knowledge work, and experience reporting.

Audience: Service desk, IT operations, and service delivery teams Focus: Ticket operations, service governance, and requester experience

Beacon is the Cadres ITSM product. It is the service desk teams use when incidents, service requests, changes, and problems need one operating surface, with SLA policy, deterministic journey automation, chat-first intake, and change governance built in rather than bolted on.

The public manual starts with the operating model and then goes deeper into source-backed operator guides. Internal engineering reference, raw API detail, and platform setup procedures remain private.

Operations Core2 sheets

BEA-01 Service Desk & Ticket Operations Unified tickets, intake channels, SLA policy, and the daily agent workflow. BEA-02 Automation & Change Governance Journey automation, change approval, CAB and freeze windows, and major incident response.

Assurance & Control1 sheet

BEA-03 Visibility, CMDB & Experience Configuration data, the Relay device bridge, problem and knowledge work, and experience reporting.

Detailed Operator Guides11 sheets

BEA-04 Tenant Setup & Onboarding First-run setup for a new Beacon tenant: what ships ready, what the administrator must decide, and how to reach an operable workspace. BEA-05 Administration Console The management console: reports, dashboards, workload views, the XLA scorecard, and the sections administrators use to run the desk. BEA-06 Service Desk Workbench The agent workspace: queues, the ticket workbench, SLA clocks, classification, merging, and the escalation handoff bundle. BEA-07 Requester Portal The zero-training help center: search, catalog requests, issue reporting, ticket status, approvals, chat, and Teams intake. BEA-08 Journey Template Gallery Deterministic automation you enable rather than build: the template gallery, out-of-the-box journeys, approvals, and run visibility. BEA-09 Journey Studio & Runs Authoring custom journeys, dry-running before activation, manual runs, in-flight edits, and reading run history from the ticket. BEA-10 Change Management Running a change end to end: authoring, governance gates, CAB approval, freeze windows, collision checks, implementation, and review. BEA-11 Major Incident Operations Declaring a major incident, running roles and the comms drumbeat, standing down, and closing with a mandatory post-incident review. BEA-12 Problems & Knowledge Turning recurring incidents into root-cause work, building the known-error database, and authoring knowledge that deflects tickets. BEA-13 Knowledge Capture Loop Capturing knowledge at resolution, deflecting at intake, measuring what escaped capture, and reviewing what aged. BEA-14 Migrating from Another ITSM Moving tickets, knowledge, configuration items, and users from ServiceNow or Freshservice into Beacon with the import console.

Read pathWhere teams usually start

Start with Service Desk & Ticket Operations to understand unified tickets, intake channels, and how SLA policy drives daily work.
Move to Automation & Change Governance when journeys, change approval, freeze windows, and major incident response are the main concern.
Use Visibility, CMDB & Experience when configuration data, the device bridge, and experience reporting become the priority.

BridgesHow Beacon connects · optional

B-01

Portal

Portal provides governed identity, roles, and permissions for everyone working inside Beacon.

B-02

Relay

Relay is the endpoint management counterpart. Its ITSM bridge forwards device events into Beacon tickets and reads status back.

B-03

Keystone

Keystone matters when billing entitlements, seat counts, and commercial commitments need to stay aligned with service delivery.