Product Technical Specification

Enterprise Ready, Human Centered

TeMA-Desk

Integrated IT Operations & Problem Management Platform

TeMA-Desk is an iTop-based ITSM platform integrated with monitoring, incident response, automation, and workflow solutions for end-to-end IT service management.

  • Higher Availability — More reliable and stable services
  • Faster Resolution — Faster incident response
  • Continuous Improvement — Driven by data and analytics
Explore architectureTechnical specifications
  • iTop-based ITSM
  • Monitoring & Observability
  • Event Processing
  • Automation & Workflow

Operational flow

iTop / ITSM

Observe

GrafanaPrometheusZabbix

Automate

Apache NiFin8nNotifications

Resolve

OpsKnightTeMA-Desk
IncidentProblemSLARCAKnowledge

Solution Architecture

One flow from monitoring to ITSM

TeMA-Desk acts as the ITSM hub integrated with monitoring, event processing, incident response, and automation to provide end-to-end visibility, coordination, and service management.

01

Monitoring Sources & OSS

  • Infrastructure

    Servers, Network, VM, Container

  • OSS Systems

    Cloud / On-Prem

  • Applications & Services

    Logs, Metrics, Traces

  • Other Devices

    API, SNMP, etc.

02

Monitoring & Observability

  • Grafana

    Visualization & Dashboard

  • Prometheus

    Metrics & Alert

  • Zabbix

    Monitoring & Alert

03

Event Processing & Automation

  • Apache NiFi

    Normalization · Deduplication · Routing

  • n8n

    Workflow Automation · API Integration · Notification & Escalation

04

Incident & ITSM

  • OpsKnight

    Incident Command · War Room · On-call & Escalation · Timeline & Postmortem

  • TeMA-Desk (iTop)

    ITSM · Incident & Problem · SLA & RCA · Knowledge Base · Reporting

Notification & Communication

Microsoft Teams

War Room

Email

Notification

SMS / Voice

via Provider

Slack

Optional

Automation & Remediation

Ansible (optional)
Playbook Execution Remediation / Deployment

Keterangan Alur

Data / Information Flow
Integration / API
Monitoring & Observability
Event Processing
Automation / Workflow
Incident Management
ITSM / Problem Management
Communication & Notification

Key Features

Core TeMA-Desk capabilities

A complete IT service management foundation covering incidents, problems, SLAs, knowledge, and reporting in one platform.

Incident Management

  • Incident logging and handling
  • Escalation and assignment
  • OpsKnight integration (Major Incident)

Problem Management

  • Root cause analysis (RCA)
  • Problem & known error management
  • Preventive actions

Service Level Management

  • SLA & OLA monitoring
  • SLA customer notifications
  • Service performance reporting

Knowledge Management

  • Solution documentation
  • Centralized knowledge base
  • Search and recommendations

Reporting & Dashboard

  • Operational and management reports
  • Incident analytics and trends
  • Data export (PDF/Excel)

Technical Architecture

Components and data flow

Every component has a clear role, from metric collection through incident and problem recording.

Components & Integration

KomponenPeran
TeMA-Desk (iTop)ITSM, Incident & Problem Management, SLA, RCA, Knowledge Base, Reporting
GrafanaVisualization dashboard
PrometheusMetrics & alerting
ZabbixMonitoring & alerting
Apache NiFiEvent processing, normalization, deduplication, routing
n8nWorkflow automation, API integration, notification, escalation
OpsKnightIncident command, War Room, on-call & escalation

Primary Data Flow

  1. 1Monitoring (Grafana, Prometheus, Zabbix) detects an issue
  2. 2Apache NiFi processes the event (normalization, deduplication, routing)
  3. 3n8n runs the workflow (notification, escalation, API integration)
  4. 4OpsKnight manages the major incident and War Room
  5. 5TeMA-Desk records the ticket, problem, RCA, and report

System Specifications

Technical requirements and performance

Initial guidance for deployment planning, sizing, and service performance targets.

Deployment & Platform

Deployment Architecture
On-premise / Cloud (Hybrid/Private)
Platform
Linux (Ubuntu 22.04 LTS / RHEL 8+) · Container (Docker / Kubernetes)
Web Browser
Chrome, Firefox, Edge (latest version)
Database
PostgreSQL (iTop/TeMA-Desk) · MariaDB/MySQL (other components)
Network
TCP/IP, HTTPS (443), ports per configuration

Performance Specifications (estimated)

Concurrent users
100 – 500 users
Events/hour
100,000+ (configuration)
Alert response time
≤ 1 minute (detection)
War Room activation
≤ 10 minutes
Major incident response
≤ 3 minutes
Periodic status updates
≤ 30 minutes

Operational Environment

Infrastructure, security, and support

The baseline required to run TeMA-Desk reliably, securely, and with room to grow.

Server (example configuration)

  • CPU: 4–8 vCPU (per node)
  • RAM: 8–32 GB (per node)
  • Storage: 100 GB+ (SSD recommended)
  • Network: 1 Gbps (recommended)

Scalability

  • Horizontal scaling: (container)
  • Load balancing: (if required)
  • High availability: (critical components)

Security

  • RBAC: (Role Based Access Control)
  • Encryption: TLS/HTTPS
  • Audit log & retention: ≥ 12 months
  • API and secret protection
  • Firewall & network segmentation

License & Support

  • TeMA-Desk (iTop): GPL (community)
  • Other components: per respective license
  • Implementation & maintenance support: provided by TMA (optional)

TeMA Ecosystem

Ready to manage IT services end-to-end?

See how TeMA-Desk connects with other platforms and solutions in the TeMA ecosystem.

Explore the ecosystem