Overview i-Net is a leading IT service provider with headquarters in Singapore and branch offices in Malaysia, Indonesia, Thailand and China. Since 2003, i-Net has been providing a com- prehensive suite of enterprise IT solutions for systems integration, IT outsourcing, mainte- nance and managed services to Asia’s public and private companies. From programs that help businesses handle their IT infrastructure functions such as the helpdesk, on-site tech- nical support, servers and network administra- tion to those that help with IT infrastructure monitoring and management. Challenge As an IT service provider with a rapidly growing list of customers, i-Net had begun to realize that their existing ticketing system was not equipped to handle the subtle differences between each cu

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