USU IT Service Management (ITSM)
High Performance ITSM Tool
Our flexible software solution doesn’t just support your IT service management - it’s also adaptable for other service areas in your organization.
- Powerful: all the ITSM processes you need
- Standards-Compliant: full ITIL 4® compatibility
- Seamlessly Integratable: all interfaces on board
- Highly Customizable: tailor workflows, data models, and user interfaces
- Automated: to boost your speed and efficiency
- AI-Powered: to minimize your workloads
- Flexible Deployment: on-premises or SaaS, as you like
Highest possible ITIL 4® certification
Our ITSM software suite meets the highest ITIL® standards and is recognized as one of the top-rated tools worldwide - certified by PeopleCert.
Your Benefits
> 1 M € savings per year with 5,000 employees
40 % higher employee satisfaction
10 x faster service processes
IT Service Desk
The modular all-in-one solution for your IT support
Optimize your workflow with our service desk tool: Create, analyze, and process tickets efficiently. AI-powered assistants and automated handling of standardized service requests lighten your team’s workload. Meanwhile, self-service features resolve requests and issues independently - delivering faster results!
IT Self-Service Management
Intuitive Self-Service Portal for Your End Users
Our self-service portal makes support more efficient: Up to 20% of all tickets are resolved automatically, and self-healing features fix issues without any service desk involvement. A smart chatbot ensures an outstanding user experience!
IT Asset Management
Deep Insights into Your IT Assets
Manage your IT assets throughout their entire lifecycle. We help you stay in control of all your hardware and software - whether virtual or physical, on-premises or in the cloud. This way, you’ll always know what you own and use.
IT Change & Configuration Management
ITIL®-compliant CMDB
Gain a comprehensive view of your IT infrastructure with our Configuration Management Database (CMDB). We help you identify dependencies and risks, so you can ensure uninterrupted and secure IT operations.
IT Service Catalog & SLA
Increase governance and operational efficiency
Use a customizable service catalog that clearly displays all IT and business services available for order. Make all your customers' service instances, including applicable service level agreements (SLAs), fully transparent.
IT Service Portfolio & Service Design
Manage your business and IT services
Our IT Service Portfolio and Design tool helps you efficiently manage services throughout their entire lifecycle. Define services with clear service levels and design them using standardized components and required resources.
IT Project Portfolio Management
Gain control of your IT landscape
Efficient control of your IT projects. Plan, manage and control all programs, resources and project portfolios with just one software solution. Get more visibility in all your work and keep control over all activities.
IT Financial Management
Optimize Your IT Financial Management
With our ITFM tool, you can plan your IT costs and budgets with precision, calculate service costs transparently, and stay on top of things with budget-to-actual comparisons and forecasts. Plus, consumption-based billing makes IT cost allocation easier than ever.
Governance, Risk & Compliance
Reduce Risks in IT Operations
Our IT GRC tool helps you identify and manage risks for IT and business services. It supports IT security regulations like DORA and NIS-2 and provides a predefined risk catalog for ISO 27001-compliant evaluations - ensuring secure and compliant IT operations.
IT Monitoring
Get a complete overview of your entire infrastructure
Continuously monitor and manage your hybrid IT architecture with just one solution. Get a comprehensive, centralized view of your IT landscape and services. No matter where they run: on-premises or in the Cloud.
Knowledge Management for IT
Effortless IT Knowledge Management
Our tool makes it easy to create and maintain knowledge articles for end users and support teams. Configurable workflows ensure seamless reviews and translations, while guided dialogues assist with problem diagnosis and solution finding.
Cloud Cost Management
Full Control Over Your Cloud Costs
With our Cloud Cost Management tool, you can keep track of expenses across all providers. It identifies cloud waste and anomalies, optimizes your costs, and saves money by leveraging bring-your-own-license rights - for efficient and transparent cost management.
USU IT Service Management
IT Service Desk
The modular all-in-one solution for your IT support
Optimize your workflow with our service desk tool: Create, analyze, and process tickets efficiently. AI-powered assistants and automated handling of standardized service requests lighten your team’s workload. Meanwhile, self-service features resolve requests and issues independently - delivering faster results!
IT Self-Service Management
Intuitive Self-Service Portal for Your End Users
Our self-service portal makes support more efficient: Up to 20% of all tickets are resolved automatically, and self-healing features fix issues without any service desk involvement. A smart chatbot ensures an outstanding user experience!
IT Asset Management
Deep Insights into Your IT Assets
Manage your IT assets throughout their entire lifecycle. We help you stay in control of all your hardware and software - whether virtual or physical, on-premises or in the cloud. This way, you’ll always know what you own and use.
IT Change & Configuration Management
ITIL®-compliant CMDB
Gain a comprehensive view of your IT infrastructure with our Configuration Management Database (CMDB). We help you identify dependencies and risks, so you can ensure uninterrupted and secure IT operations.
IT Service Catalog & SLA
Increase governance and operational efficiency
Use a customizable service catalog that clearly displays all IT and business services available for order. Make all your customers' service instances, including applicable service level agreements (SLAs), fully transparent.
IT Service Portfolio & Service Design
Manage your business and IT services
Our IT Service Portfolio and Design tool helps you efficiently manage services throughout their entire lifecycle. Define services with clear service levels and design them using standardized components and required resources.
IT Project Portfolio Management
Gain control of your IT landscape
Efficient control of your IT projects. Plan, manage and control all programs, resources and project portfolios with just one software solution. Get more visibility in all your work and keep control over all activities.
IT Financial Management
Optimize Your IT Financial Management
With our ITFM tool, you can plan your IT costs and budgets with precision, calculate service costs transparently, and stay on top of things with budget-to-actual comparisons and forecasts. Plus, consumption-based billing makes IT cost allocation easier than ever.
Governance, Risk & Compliance
Reduce Risks in IT Operations
Our IT GRC tool helps you identify and manage risks for IT and business services. It supports IT security regulations like DORA and NIS-2 and provides a predefined risk catalog for ISO 27001-compliant evaluations - ensuring secure and compliant IT operations.
IT Monitoring
Get a complete overview of your entire infrastructure
Continuously monitor and manage your hybrid IT architecture with just one solution. Get a comprehensive, centralized view of your IT landscape and services. No matter where they run: on-premises or in the Cloud.
Knowledge Management for IT
Effortless IT Knowledge Management
Our tool makes it easy to create and maintain knowledge articles for end users and support teams. Configurable workflows ensure seamless reviews and translations, while guided dialogues assist with problem diagnosis and solution finding.
Cloud Cost Management
Full Control Over Your Cloud Costs
With our Cloud Cost Management tool, you can keep track of expenses across all providers. It identifies cloud waste and anomalies, optimizes your costs, and saves money by leveraging bring-your-own-license rights - for efficient and transparent cost management.
Happy Customers
Service requirements on the rise
The German Federal Employment Agency (BA) operates one of the largest IT system landscapes in Germany, with 160,000 networked PC workstations, 9,000 servers and a processing volume of, for instance, 39 million emails and 16 million bank transfers every month.
About the project
Success thanks to a customer-focused business model
Jungheinrich AG provides support for its customers and their investment goods over the entire lifecycle and focuses on customer benefits. IT plays a key role when implementing this strategy.
About the project
The challenge
As part of the strategic realignment of Bosch IT into a service organization, the entire portfolio as well as the planning, calculation and billing of IT services is to be redefined, structured and implemented.
About the project Smart Businesses use USU IT Service Management
We’ve been a reliable and innovative partner in IT and enterprise service management for more than 40 years. That’s proven by our excellent references.
Features
We deliver standard features so you can get going right away. But we can do so much more as well: We help you to customize the software to meet your needs. There’s practically no limits to what you can do.
Flexible Workflows
Customize the standard workflows included in the scope of delivery and add any other workflows.
Automate Processes
Automate processes so they run independently without having to manually intervene, even across multiple systems.
System Integration
Use out-of-the-box connectors or a rich set of programming interfaces to integrate with any 3rd party systems.
Open Data Model
Introduce custom attributes and data objects to run processes on custom objects such as non-IT assets.
Roles and Permissions
Configure roles and permissions to implement your access privileges of users, groups or multiple tenants.
Develop, Test and Run
Use built-in developer features to develop, test and run, securely moving changes between multiple stages.
Certified and Recognized
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Let's talk in person!
Most questions are best answered by direct contact. We look forward to answering your questions and requests over the phone.
Stephano Gerads / Daniel Decker
Community Developer