Every IT Request Has a Playbook. Stop Rebuilding It Every Time.
New hire setup, access requests, equipment issues, software provisioning — define each workflow once so every request gets handled the same way, regardless of who picks it up.
No credit card required.
IT Teams Run on Repeatable Requests. The Process Shouldn't Be Reinvented Each Time.
The requests are predictable. The way they get handled shouldn't depend on who's on shift.
The core problem
A new hire request comes in as a calendar invite. An access request arrives as a Slack message. An equipment issue gets reported by walking up to someone's desk. Each one handled differently, tracked differently, and resolved with no consistent record of what was done or who was responsible.
IT and internal support teams deal with the same categories of requests week after week: new hire setup, access provisioning, equipment issues, software requests, password resets, offboarding. The requests are known. The steps to resolve them are known. But most teams handle each one ad hoc — which means the result depends on who picks it up and what they remember.
When a new hire starts, does every step reliably get completed — laptop provisioned, accounts created, access granted, day-one checklist verified — or does something get missed depending on who's handling it that week? When someone leaves, does access get revoked consistently across every system, or does it depend on tribal knowledge about which systems that role uses?
Everstep lets you define each request type as a service with a structured intake form, an ordered workflow, and team ownership. You define it once. Every request of that type follows the same path.
Request Types Your Team Handles Every Week
If your team handles it repeatedly, it should be a defined service with a consistent workflow.
New Hire Setup
Intake captures start date, role, department, and software needs. Workflow covers hardware provisioning, account creation, access grants, and day-one verification — in sequence, assigned to the right team members.
Access Request
System, application, or permission requests with structured intake capturing the requester, system, access level, and business justification. Approval step before access is granted, confirmation when complete.
Equipment Request
Laptop, monitor, peripheral, or mobile device requests. Intake captures the need and justification. Approval step before procurement, asset assignment tracked on the ticket, and delivery confirmed.
Hardware Issue
Broken equipment, performance problems, or peripheral failures. Structured intake captures the device, symptom, and urgency. Triage, repair or replacement, and resolution all tracked end to end.
Software Request
New tool, license, or subscription requests. Intake captures the use case and requester. Approval step for cost and security review before provisioning. License assignment and onboarding tracked on the ticket.
Password & Account Reset
Identity verification, reset, and confirmation in a defined workflow. Every reset is logged on a ticket — who requested it, who acted on it, and when it was resolved. No more informal resets with no record.
Network & Connectivity Issue
VPN, Wi-Fi, or network access problems. Intake captures the affected user, location, and symptoms. Triage step, resolution, and verification — tracked throughout so nothing drops silently.
Security Incident Report
Phishing, suspicious activity, or potential breach. Structured intake ensures all required details are captured at report time. Escalation, investigation, and remediation tracked on the same ticket with a full audit trail.
Offboarding
When someone leaves, access must be revoked across every system. A defined checklist workflow — not a remembered list — ensures accounts are closed, hardware is returned, and nothing is missed regardless of who handles it.
Coordinate with Vendors Without Losing the Thread
Hardware vendors, managed service providers, and software support teams are part of many IT workflows. Everstep keeps that coordination inside the ticket — not in a separate email chain.
When a resolution requires outside help — a hardware repair vendor, an MSP, or a software vendor's support team — the work stays tied to the original ticket. Tasks can be assigned internally to track the vendor engagement, and a private work board link can be shared with the vendor so they can log progress without needing a seat in your system. Your team sees every update in the ticket history.
No account required for vendors
Share a private board link scoped to one task. The vendor logs progress without a login — and without access to anything else in your system.
Everything in one place
Vendor updates flow back into the ticket history alongside internal team activity. No switching between email, ticketing, and a vendor portal to piece together what happened.
Approval before dispatch
Define an approval step before any external vendor engagement begins. Work doesn't leave the building without the right sign-off — and the approval is documented on the ticket.
Full audit trail
Every action — internal or vendor — is logged in the ticket history. If something goes wrong or a cost is disputed, the record is there.
Work Your Team Handles Once a Year
Low frequency doesn't mean low risk. These are the processes where a missed step has real security or compliance consequences — and where nobody remembers exactly how it was done last time.
Why this matters
When a process runs once or twice a year, the person who owned it last time may be gone. The current team member guesses — or pieces it together from old emails. Everstep preserves the workflow so it runs the same way every time, regardless of who's handling it.
Security Audit & Review
Annual access reviews, permission audits, and security posture assessments. Defined workflow ensures every system is reviewed, findings are documented, and remediation tasks are tracked to completion.
Software License Audit
Annual review of active licenses, assigned seats, and renewal dates. Structured intake, defined reviewer, and documented outcome — so nothing auto-renews without a decision being made.
Disaster Recovery Test
Backup validation, failover testing, and recovery time verification. A defined checklist workflow ensures every system is tested, results are documented, and gaps generate follow-up tasks.
Infrastructure Upgrade
Server replacement, network upgrades, or major software migrations. Intake captures scope and impact. Workflow tracks approvals, scheduling, rollback plan, and sign-off — with full history preserved.
Vendor Contract Renewal
Annual review of MSP, SaaS, and hardware vendor contracts. Steps are the same every year — usage review, negotiation, approval, and signature. The workflow remembers them so you don't have to.
IT Staff Offboarding
When an IT team member leaves, privileged access, admin credentials, and system knowledge must be transferred and revoked. A defined checklist — not a remembered list — ensures nothing is missed.
How Everstep Works for IT Teams
Define your request types once. Every request that follows runs through the same structured workflow.
Define your service catalog
Add each request type your team handles — new hire setup, access requests, equipment issues, software provisioning — as a service. Each service gets a name, description, and an intake form that captures exactly what's needed to start the work.
Build the workflow for each service
Map out the steps required to complete each request type. A new hire setup might have four steps: hardware provisioning, account creation, access grants, day-one verification. Each step is assigned to a team. Steps can be enforced in sequence where the order matters.
Assign tasks within each step
Break each step into specific tasks — stage laptop, create email account, grant Slack access, confirm day-one readiness. Tasks show who is responsible, what needs to be done, and when it's done. Progress is visible to everyone on the ticket.
Submit a ticket to start the workflow
When a request comes in, a ticket is created from the appropriate service. The intake form captures the details, the workflow starts, and the right team is notified. No routing decisions, no dropped steps, no relying on whoever happens to remember the process.
Track progress and history end to end
Every ticket maintains a complete history — who did what, when, and what was confirmed. No more wondering whether access was revoked or hardware was returned. The record is always there, and it's searchable.
Before and After Structured Workflows
The same new hire request handled informally vs through a defined service produces very different outcomes.
Without structured workflows
Result depends on who picks up the request
- Request arrives as a Slack message, email, or calendar invite
- Missing information — start date, role, software needs — chased down separately
- Steps completed from memory — which means different steps each time
- No visibility into progress unless someone follows up
- Something gets missed: access not granted, hardware not staged, account not created
- No audit trail when a security or compliance question comes up later
- New IT staff learn the process by watching experienced colleagues
With Everstep
Same process, every time, by everyone
- Request comes in through a defined form with all required fields
- All information captured at intake — no follow-up needed
- Routes automatically to the right team or individual
- Every step is defined — nothing is left to memory
- Status visible to the team throughout
- Full history on every ticket for audit, compliance, and accountability
- New IT staff inherit the process — not tribal knowledge
See It in Action: Building a New Hire Setup Service
A quick walkthrough of how to configure a new hire IT setup service in Everstep — from intake form to day-one verification.
Video coming soon
Why IT Teams Choose Everstep
The simplicity of a service desk without the enterprise overhead. Built for small to mid-sized IT teams, not large IT departments with dedicated tooling admins.
Enterprise IT tools — ServiceNow, Jira Service Management, Freshservice — are built for large IT departments with dedicated admins to configure and maintain them. A four-person IT team supporting 80 employees doesn't need an ITSM platform. They need a lightweight way to define their request types, route work to the right people, and keep a record of what was done.
Everstep is built around services and requests. You define the types of requests your team handles, configure the intake forms and workflows, and assign ownership to teams. From that point on, every request of that type runs through the same structured path — no configuration overhead, no per-seat pricing that penalizes you for adding staff.
A small IT team can configure their first five services in an afternoon and have a working structure that informal email coordination never provided. When a new IT staff member joins, the workflows exist. They don't have to shadow someone for a month to learn how things are done.
Related reading
Learn more about the concepts behind how Everstep works.
Frequently Asked Questions
Can employees submit IT requests without contacting the team directly?
Yes. Everstep supports both internal and public-facing service boards. Employees can submit requests through a defined form without emailing or messaging IT directly. The request flows into your team's queue as a structured ticket with all required information captured at intake.
Can approval be required before access is granted or hardware is ordered?
Yes. Each workflow step can require completion before the next step begins. You can configure an approval step — assigned to a manager or IT lead — that must be completed before provisioning begins. The approval is documented on the ticket, not buried in an email reply.
How does Everstep help with offboarding and access revocation?
Offboarding is a defined service with a checklist workflow. Every system that requires access revocation is a task on the ticket. Nothing is left to memory or a shared document someone has to remember to check. The workflow is the checklist — and the ticket is the record that it was completed.
Can this replace our existing help desk tool?
It depends on what you need. Everstep is not a full ITSM platform — it doesn't include SLA management, a knowledge base, or asset inventory. What it does well is structured request intake and workflow routing for teams that are currently managing requests through email, Slack, or a shared spreadsheet. Many small IT teams find that's exactly what they need.
Is Everstep priced per user?
No. Everstep is priced per tenant (your organization), not per seat. Every employee who submits a request and every IT team member who works on tickets is included. No per-user cost that grows every time you add staff or bring on a contractor.
How long does it take to set up?
Most IT teams can configure their first five services in a single afternoon. Intake forms, workflows, and team assignments are all configured through a straightforward admin interface — no implementation project, no vendor onboarding, no dedicated admin required to maintain it.
Can vendors or MSPs participate without a login?
Yes. You can share a private work board link scoped to a specific task. The vendor or MSP can log updates and mark work complete without creating an account. They only see that task — nothing else in your system. All activity flows back into the ticket history.
Is there an audit trail for security and compliance purposes?
Yes. Every ticket maintains a complete history of who did what and when — who submitted the request, who approved it, who provisioned access, and who confirmed completion. For access requests, offboarding, and security incidents in particular, that record is always available on the ticket.