Seamless processes, full transparency
All ITSM functions in one tool
With SmartITSM, you can manage all central IT service processes in just one platform. From intuitive ticketing and automated workflows to full visibility of your IT assets – every function is seamlessly connected to boost service quality and lighten your team’s workload.
Incident Management
Capture support requests in seconds and speed up ticket handling. SmartITSM makes ticket creation effortless and supports the service desk team with clear, automated processes.
Incident Management
Capture incidents quickly, prioritize automatically, resolve effectively.
- Easy ticketing: Create tickets directly in MS Teams or SAP – without a service portal or media discontinuity.
- Automatic routing: Tickets are automatically categorized, prioritized, and assigned to the right agents.
- Full context: CMDB integration provides all relevant asset and configuration data in the ticket.
- Overview of performance: Reporting, including Power BI integration, for measuring and optimizing service desk performance.
Microsoft Teams integration
The ticket system integration for Microsoft Teams provides a simple alternative to the classic service desk. End users no longer have to log into the service portal, but can report faults and book services directly in Microsoft Teams.
Microsoft Teams integration
Seamlessly integrate IT support into everyday work.
- Create tickets in chat: End users can quickly and easily report incidents using the MS Teams chat function.
- Book services in Teams: Easy access to services that can be ordered directly in Teams.
- 2 tools, 1 seamless process: Requests and tickets created in Teams are automatically created and synchronized in the service portal.
- Better user experience: Easy incident reporting and service requests.
Change Management
Plan, control, and monitor changes with structured workflows and automated tasks. Minimize risks, speed up approvals, and ensure smooth implementation.
Change Management
Plan changes in a structured manner, implement them securely, and minimize risks.
- Automated workflows: Have standard and routine tasks performed automatically
- Risks under control: Impact analysis and graphical CI relationship overview for informed decisions
- Integrated approval processes: Clear roles, responsibilities, and approval levels
- SAP integration: Control and synchronize SAP changes directly in the ITSM tool
Asset Management
Manage all IT resources centrally and in real time. Optimize the use of your assets, reduce costs, and ensure that your infrastructure is always up to date and ready for use.
Asset Management
Centrally manage IT resources, optimize usage, reduce costs.
- Central overview: Manage all assets in one place, always up to date and complete
- Auto-Discovery: Automatic identification and documentation of assets
- Optimized use: Avoid excess inventory, improve efficiency, and reduce costs
- Lifecycle management: Manage assets throughout their entire lifecycle.
- CMDB integration: Direct connection to SmartCMDB for reliable data and maximum transparency
Configuration Management
Keep your configuration data complete and reliable. Smart ITSM captures all CIs, displays dependencies in a clear visualization, and provides the basis for informed IT decisions.
Configuration Management
Single point of truth for your entire IT infrastructure
- All CIs at a glance: Complete overview of all configuration items with relevant attributes
- Relations overview: Graphical representation of dependencies between CIs for greater transparency
- Central database: Consistent and up-to-date information as the basis for all ITSM processes
Knowledge Base
Bundle best practice solutions and make knowledge accessible to everyone. End users resolve standard queries themselves, while support staff focus on complex cases – for faster response times and fewer tickets.
Knowledge Base
Centralize knowledge, reduce support workload, accelerate solutions.
- Save best practices: Document common solutions and workarounds and make them available at any time.
- Encourage self-service: End users find answers themselves before creating a ticket.
- Role & rights concept: Clear control over who can create, edit, or use content.
- Faster processing: Relevant articles directly during ticket handling
Service Management
Manage all services centrally, from request to delivery. Benefit from a preconfigured service catalog, clear processes, and measurable service quality.
Service Management
Create a first-class service experience.
- End-to-end control: Efficiently manage services from request to delivery
- Service catalog: Use preconfigured IT services and expand them to include additional departments
- Service monitoring: Monitor service quality and performance in real time
- Portfolio management: Strategically select, prioritize, and optimize services
SAP Integration
Seamlessly integrate ticketing and change management into your SAP environment. This allows you to avoid media discontinuity, accelerate workflows, and create consistent processes between SAP and ITSM.
SAP Integration
IT Management and SAP Operations Simply United
- SAP Change Management: Map SAP transport processes directly in SmartITSM.
- Ticketing integration: Optimize support for SAP end users.
- Avoid media gaps: Less manual work, lower risk of errors.
- Greater efficiency: Faster processes and better collaboration between IT and business departments.
AI Integration
Revolutionize your IT operations with AI-powered automation. From ticket categorization and user support to solution suggestions, AI offers a wide range of functions that make your work easier.
AI Integration
Automate processes, reduce support workload, accelerate solutions.
- Automatic categorization: Incoming tickets are analyzed and assigned using AI.
- Generate proposed solutions: Provide appropriate answers and workarounds directly in the ticket.
- Increase efficiency: Less manual work, more time for complex tasks.
