All of the company's services in one place, with AI that resolves the routine.
Enterprise Service Management: IT, HR, Finance, Legal, Procurement and Facilities in the same console, with AI that resolves the routine and routes the rest to the right team.
1 portal
One entry point for any service area
24/7
Continuous service with AI agents
+7
Business areas on the same service model
Service that doesn't stop at IT
From an IT help desk to service management for the whole company
The service desk model IT already masters works for any area that receives requests, approves and delivers. CITSmart ESM takes that model beyond IT without switching systems for every department.
Today's problem
Each area handles service its own way, with different tools and email inboxes.
- ✕People waste time figuring out who to ask for each thing
- ✕Requests die in spreadsheets and email threads
- ✕Management with no visibility into SLA, deadlines or volume by area
What changes with ESM
A shared service catalog, a single portal and flows that cross departments.
- ✓Requests come in through one place and reach the right team with context
- ✓AI resolves what's repetitive and opens only what needs a person
- ✓SLA, queue and productivity visible across every area
What is CITSmart ESM
The corporate services management layer of the CITSmart platform
CITSmart ESM is the Enterprise Service Management product that runs on the CITSmart platform, in a low-code environment. It extends the service desk model to HR, Finance, Legal, Procurement and Facilities, with catalog, SLA, automation and AI applied consistently across every area.
- ✓A single self-service portal for the whole company
- ✓Service catalog by area, with its own forms and rules
- ✓Flows that cross departments without losing the request
- ✓SLA, volume and productivity dashboards by team
The lifecycle of a request in ESM
1
Request
The person makes a request through the portal or talks to the AI, in natural language.
2
AI triage
The request is classified, answered or routed with the right context.
3
Execution
The area's team acts within the flow, with approvals and defined deadlines.
4
Delivery and SLA
The request is completed and deadline compliance is logged.
5
Knowledge
The resolved case becomes the basis for future automatic answers.
How it works
From request to delivery, in five steps
The same flow repeats in every area. That's what makes management comparable across departments.
1
Request
The person opens the request in the single portal or talks to the AI.
2
Triage
The AI classifies, answers what it can and routes the rest with context.
3
Execute
The area's team acts within the flow, with approvals and SLA.
4
Deliver
The request is completed and deadline compliance is logged.
5
Learn
The resolved case feeds the knowledge base and improves the next answer.
Capabilities
What comes inside CITSmart ESM
The features that power service management for any area on the same base.
Service catalog
Each area publishes its services with its own form, deadline and rules.
Self-service portal
One entry point for any request, with search and guided answers.
AI agents
Automatic triage, response and routing, connected to the platform's AI engines.
Workflow automation
Approvals, handoffs and tasks that cross departments, no code required.
SLA management
Deadlines, escalation and alerts configured by service type and area.
Knowledge base
Resolved cases become articles that reduce volume and speed up answers.
Use cases
The same model, in every area of the company
Each department delivers service its own way. ESM gives all of them the same catalog, flow and SLA structure.
IT service desk, where the model was born
Incidents, requests and access in the same flow IT already knows. The AI triages the ticket, resolves what's recurring and opens a case only when it needs an analyst.
- ✓Incident logging and triage with priority and SLA
- ✓Access and equipment requests with approval
- ✓Knowledge base that reduces repeat tickets
Illustrative representation
IT dashboard
Incidents and requests
Open
214
On time
95%
Resolved by AI
44%
System access failure In progress
Notebook request Approved
Password reset Resolved by AI
Network slowdown Priority
HR services without the email queue
Onboarding, vacation, benefits and labor questions in a single catalog. The AI answers what's recurring and opens a case when it needs a person.
- ✓Onboarding with tasks for HR, IT and the manager in the same flow
- ✓Benefit and document requests with a clear SLA
- ✓Automatic answers to the most common questions
Illustrative representation
HR dashboard
People requests
Open
128
On time
91%
Resolved by AI
38%
Onboarding · new hire In progress
Vacation request Approved
Benefit update Pending
Employment letter Completed
Financial requests with an audit trail and deadline
Reimbursements, advances and payment questions come in through the same portal, with logged approval and monitored deadlines.
- ✓Reimbursement flow with tiered approval
- ✓View of pending items and deadlines by requester
- ✓Complete history for audit
Illustrative representation
Finance dashboard
Reimbursements and payments
Under review
42
Approved
317
Average time
2.1d
Travel reimbursement Approved
Expense advance Under review
Payment question Answered
Invoice discrepancy Pending
Legal demands organized by type
Contract analysis, legal opinions and consultations come in with their own form, a defined deadline and a clear owner, without the request getting lost in an inbox.
- ✓Demand triage by type and urgency
- ✓Deadline and owner defined by category
- ✓Every legal opinion logged for later reference
Illustrative representation
Legal dashboard
Demands in progress
Under review
23
On time
87%
Urgent
5
Supplier contract analysis Under review
Opinion on clause Completed
Compliance inquiry Under review
Amendment review Urgent
Purchasing with approval and tracking
Requisitions go through approval, quoting and tracking in the same flow, with real-time status visibility for the requester.
- ✓Requisitions with approval by value and cost center
- ✓Purchase tracking through to delivery
- ✓View of suppliers and service lead times
Illustrative representation
Procurement dashboard
Requisitions and quotes
Open
64
Delivered
189
Awaiting approval
11
Equipment purchase Delivered
Material requisition Quoting
Service contracting Awaiting approval
License renewal Completed
Marketing demands with a queue and deadline
Creative assets, campaigns, events and website updates come in through a standardized brief. The queue stays visible, the deadline is agreed and nothing gets lost in loose conversation.
- ✓Standardized brief by asset or campaign type
- ✓Production queue with clear deadline and owner
- ✓Approval and versions logged for every request
Illustrative representation
Marketing dashboard
Production requests
In production
31
On time
89%
Awaiting approval
7
Product landing page In production
Campaign posts Awaiting approval
Event materials Approved
Website update Published
Facilities with requests in the right place
Maintenance, room booking and building support come in through the same portal, with an organized queue and visible service deadlines.
- ✓Maintenance tickets with priority and SLA
- ✓Space and resource booking through the portal
- ✓Service history by location and type
Illustrative representation
Facilities dashboard
Building tickets
Open
37
On time
93%
Priority
4
Air conditioning maintenance In progress
Meeting room booking Confirmed
Electrical repair Priority
Extra cleaning Completed
Governance and control
Company-wide service with rules and traceability
When every area operates on the same model, control and audit stop depending on each department.
Access control
Each profile sees and acts only on what applies to them, by area and by role.
Audit trail
Every request, approval and change is logged end to end.
Public-sector compliance
For government agencies, procurement and contracting flows aligned with Law 14,133/2021.
What changes in operations
Results of unifying corporate service
1
One portal for everything
People stop hunting for who to ask for each thing.
↓
Less rework
Requests stop dying in email and spreadsheets.
AI
Routine resolved
What's repetitive gets answered without opening a case.
↑
Management visibility
SLA, queue and productivity comparable across areas.
Illustrative indicators. Results vary according to scope, areas served and process maturity.
One platform, every area
without stacking toolsInstead of one solution per department, ESM runs IT, HR, Finance, Legal, Procurement and Facilities on the same CITSmart base, with a single cost and a single operating model.
From model to live in low-code
configuration, not a rewriteEach area's catalog, flows and SLA are configured in a low-code environment. New areas come online through parameterization, with no development project for every expansion.
AI native to the platform
not a pluginThe triage, response and routing agents are part of CITSmart, connected to the catalog and the knowledge base. Automation is born inside the flow, not bolted on from outside.
Built for the Brazilian reality
and for the public sectorLocal support from Central IT and flows aligned with Law 14,133/2021 for procurement and contracting, with access control and an end-to-end audit trail.
Services
How Central IT gets ESM up and running
From deployment to ongoing support, with a team that knows service management end to end.
Deployment
Catalog, flows and portal configured by area.
Integration
Connection with HR, ERP and existing systems.
Training
Training for each service area's teams.
AI configuration
Tuning agents for each service's context.
Support and evolution
Ongoing follow-up and new areas rolled out at the right time.
Frequently asked questions
Common questions about CITSmart ESM
If your question isn't here, talk to us and we'll show you how ESM fits your context.
Is CITSmart ESM the same thing as an ITSM tool?
ITSM is the starting point. ESM takes the same catalog, flow and SLA model beyond IT: HR, Finance, Legal, Procurement and Facilities operate on the same platform, each area with its own services and rules.
Do we need to replace the systems each area already uses?
No. ESM connects to HR, ERP and existing systems through integration. The portal and flows orchestrate the service without replacing what already works in each department.
How long does it take to bring a new area online?
Since the catalog, flow and SLA model repeats, each new area comes in through configuration, in a low-code environment, without rewriting the platform. Deployment starts with the area of greatest pain, and the rest come online at the right time.
Does the AI decide on its own, or does the team keep control?
The AI resolves what's recurring and routes the rest with context. Sensitive actions require human approval, and every step is logged in the audit trail. The team defines what's automatic and what requires a decision.
Does it work for government agencies?
Yes. ESM runs on the CITSmart platform and supports procurement and contracting flows aligned with Law 14,133/2021, with profile-based access control and a complete audit trail.
Start with what hurts most
Bring service management to the whole company
We'll show you how CITSmart ESM works with your areas, in your context.