ITSM has evolved. Now AI identifies, decides and executes before the business feels the impact.
Connects AI, automation and operational governance to speed up response, reduce impact and give productivity back to the business, in real time.
24PinkVERIFY™ certified processes
4.8★Gartner Peer Insights · Strong Performer
100%adherence to ITIL®
The real problem
The bottleneck isn't in the tool. It's in the operation that burns resources nobody measures.
Every day the operation loses productivity to manual tasks, slow decisions and actions that repeat without anyone looking at the cost. ITSM 5.0 turns this into an intelligent layer that anticipates, automates and responds in real time.
Expensive technical capacity trapped in repetitive work
Access requests, password resets and recurring demands drain the team that should be solving what moves the business.
An operation without a trail is a risk that only shows up in the audit
Without traceability of who decided what, when and why, compliance turns into a race against the clock.
SLA met, user stalled
Your dashboard is all green. Your user is red on the inside.
The SLA was met. The user stayed stalled. The C-level doesn't want to know if the ticket closed, they want to know how much productivity the operation recovered. That's why ITSM 5.0 evolves from SLA to XLA: experience, impact and operational continuity.
Every indicator on target. On paper, a flawless operation.
The user couldn't work, despite the all-green dashboard.
What the data says
This is what 624 IT operations told us.
The three priorities of IT leadership: productivity, cost reduction and ITSM modernization. CITSmart ITSM answers all three at once.
96%
point to the lack of automation as the operation's main pain point.
Source · Central IT, 624 respondents9.5%
use AI in a structured way. The rest operate fragmented. The advantage window is open.
Source · Central IT, 624 respondents3
leadership priorities: productivity, cost and modernization.
ITSM 5.0 answers all three2029
Gartner projects agents resolving 80% of common tickets. CITSmart already operates this way.
Gartner projection Chatbot or a real agent?
"We have AI too." Sure, but does it solve, or just chat?
Gartner calls it agentwashing when AI looks like an agent but only responds. The right question for any vendor: what does your AI do on its own, from start to finish?
Most "AIs" on the market
- Answers frequent questions
- Suggests a knowledge base article
- Opens the ticket and sends you back to the queue
- The human still does the work
Hyper Agents + Autonomous AI
- Understands the request in natural language
- Decides what to do, with context and policy
- Executes end-to-end: access, script, change
- Calls the human only when it's an exception
AI in the ITSM
Two AI engines move ITSM 5.0: one creates the agents, the other makes them decide on their own.
The orchestration
Creates, connects and runs multiple agents in automated flows. A hub where models, data and systems work together.
- Custom-built agents, with persona and context
- Multi-LLM: the best model for each task, no lock-in
- Context-aware documents (RAG) and semantic search
- Agent chaining and real actions
The autonomous operation
Interprets signals, prioritizes by impact, decides and executes, assisted or autonomous, according to your policy.
- Interprets and correlates tickets, alerts and events
- Prioritizes by criticality, dependency and context
- Executes with governance: guardrails, approval and audit trail
- Learns from every resolution to improve the next one
In the service desk, the two become a single experience: the ticket arrives and is understood, prioritized, resolved and audited, with no queue and no human in the loop.
Understands
Reads the request in natural language, no forms, no endless menus.
Decides
Evaluates context and policy, and defines the right action for that case.
Executes
Provisions access, runs the script, applies the change, on its own, end-to-end.
Reports back
Logs everything in an auditable trail, within guardrails, with automated rollback.
The scope
The entire ITSM, certified process by process. 24 in total.
Every process went through independent PinkVERIFY™ evaluation, meeting 100% of ITIL® adherence criteria. It's not AI dressing up a shallow tool. It's AI over the entire operation.
IMIncident Management
Restores services without losing context, impact and root cause.
PMProblem Management
Identifies root causes and eliminates recurrences.
CHGChange Management
Changes with more control, less risk and predictability.
RMRequest Management
Automates requests with agility and standardization.
SDService Desk
Centralizes service, communication and support.
SCAService Catalog
What IT offers, organized and business-oriented.
SLMService Level Management
Metrics aligned to experience and continuity.
KMKnowledge Management
Operational knowledge becomes productivity and autonomy.
AMAsset Management
Assets, lifecycle and dependencies with governance.
CONConfiguration Management
Relationships between assets, services and dependencies.
AVMAvailability
Critical services monitored for high availability.
CAPCapacity
Anticipates demand and prepares the operation to scale.
FMFinancial Management
Costs, investments and consumption for better decisions.
GRCGovernance, Risk and Compliance
Traceability and compliance throughout the journey.
ITOIT Operations
Orchestrates critical operations in real time.
MAMonitoring and Event Management
Identifies events before they become critical impact.
PIMContinual Improvement
Indicators and data-driven evolution.
PJMProject Management
Plans and executes projects with control and collaboration.
RDMRelease Management
Releases and deployments with security and standardization.
SCOService Continuity
Resilient operations, ready for disruptions.
SPMPortfolio Management
Services managed by value, priority and impact.
WRMWorkforce Management
Distributes demand and optimizes team capacity.
BRMBusiness Relationship Management
Connects IT to business needs.
AIApplied AI
Automates operational analysis, responses and decisions.
Use cases
Where ITSM 5.0 changes the game in your operation.
Tickets that resolve themselves
Password reset, access request, recurring question: the AI understands the request, executes end-to-end and closes the ticket, without going through the queue.
- Resolution in seconds, any time
- No human in the loop, except for exceptions
- Volume absorbed without hiring
Your team stops firefighting
With the repetitive work off their desk, the IT professional goes from firefighter to conductor: governs the AI, audits results and handles what requires human judgment.
- Focus on innovation and decision-making
- Less burnout and more predictability
- The same team sustains more operation
The user resolves it without opening a ticket
Instead of an endless menu and forms, the user asks in natural language and the AI delivers, or guides them to the answer in self-service.
- Natural language, no memorizing categories
- A queue that shrinks before it becomes a ticket
- Experience metrics, not just SLA
AI that acts within your rules
Autonomy with control: every action respects policies, risk levels and approval, with an end-to-end auditable trail. Responsible AI, not unchecked AI.
- Audit trail ready for review
- Guardrails and automated rollback
- Human approval in the right place
Intelligent Operations · CIOTI
From reactive operation to governed cognitive operation
Trades the firefighting operation for one that thinks, acts and evolves, under control: governance in the ITSM, execution in the agents, risk in the tool and traceability throughout the flow, under data sovereignty.
Three laws that sustain the framework
Governance stays in the ITSM
Human approval happens in CITSmart's ITIL flows, before the agent is called in. The agent inherits the authorization, it doesn't orchestrate it.
Same ITIL trail, zero parallel processExecution stays with the agents
The agent receives the authorized order, acts via MCP and returns evidence. The logical equivalent of a human operator, in seconds.
Agent = one more executor in the flowRisk stays in the tools
A harmless agent that gains a destructive tool instantly becomes critical. That's why control is enforced at the tool, not the agent.
The tier lives in the tool, not the agentRisk contained by tool, from tier T1 to T4
Query
Read-only, idempotent. Changes nothing.
Free execution, with mandatory loggingReversible
Creates or changes, reversible, low impact.
Automatic, logged in the ITSMControlled
Multi-resource, with cascading effect, non-idempotent.
Mandatory dry-run and scope lockCritical
Destructive: deletes, brings down, exposes.
Human review and maintenance windowEach tool has its own key and the agent only receives the ones for its tier: no agent accesses critical systems directly, everything goes through authorized MCPs. Sovereign on-premises AI with dedicated GPU per client, data never leaves the environment, LGPD-compliant.
Services
Central IT doesn't deliver a license. It delivers the operation working, and stays by your side afterward.
Maturity assessment
Diagnosis of the operation: where the bottlenecks, useless bureaucracy and dirty data that would block AI are.
Deployment
System setup and configuration of the certified processes, with flows designed around your reality.
Migration and integrations
We bring your data and history from another tool and connect it to what you already use, without stopping the operation.
Autonomous AI activation
The agents come in with guardrails and governance: Hyper Agents and Autonomous AI start resolving under your rules.
Support and sustainment (AMS)
Ongoing support in Portuguese and in your time zone. Whoever answers knows your operation, it's not a generic queue.
Automation factory
Continuous creation of new Hyper Agents and custom automations, expanding what AI resolves over time.
Results and recognition
It's not a promise. It's what the operation delivers, and what the market already recognizes.
The impact shows up in IT's day-to-day, and the solution's maturity is attested by independent evaluation.
From hours to seconds
Flows that depended on manual analysis now resolve in real time.
Scales without growing the team
The agents operate 24/7 in parallel, absorbing volume without new hires.
Less human error
Standardized analysis and responses with a consistency people can't sustain.
ROI from the first flow
Every agent in production already reduces cost and frees the team for what matters.
24 certified processes
Independent evaluation that attests 100% adherence to ITSM best practices, the foundation autonomous AI needs to operate safely.
SAFe®
Scaled Agile Partner
Official Scaled Agile partner. Natively integrates with agile operations: moving a card on the board can trigger the service pipeline.
Strong Performer · Peer Insights
In the Strong Performer quadrant of the Voice of the Customer for ITSM Platforms, with an experience rating above the market average.
In the voice of those who use it
You don't have to take our word for it. Believe those who operate with CITSmart every day.
“I've used CITSmart for four years handling technical tickets. The interface is friendly and easy to use, and queues are shown in detail.”
Gartner Peer Insights™“We use CITSmart ITSM as the organization's central point for delivering IT services to the population of Brazil.”
Gartner Peer Insights™“It brings together high-level, ITIL workflow-based management in a single system. Once you learn to operate it, it's quite a tool to have in the company.”
Gartner Peer Insights™ Before the demo
What you need to know.
Which processes is CITSmart ITSM certified in?
24 processes certified by PinkVERIFY™, with 100% adherence to ITSM (ITIL®) best practices. It's not AI dressing up a shallow tool. It's AI over the entire operation.
Is this just another chatbot with a fancy name?
No. Gartner calls it agentwashing when AI looks like an agent but only responds. CITSmart's agents understand, decide, execute end-to-end and report back, calling in a human only for exceptions.
How does pricing work?
Priced in Brazilian reais, not indexed to the dollar. Packages follow the ITSM 5.0 tiers and the quote is customized by scope and number of users.
Does CITSmart ITSM integrate with what I already use?
Yes. We connect to your ecosystem (monitoring, SIEM, legacy ITSM and APIs) and migrate your data and history without stopping the operation.
Is the AI safe? What about governance?
The AI operates within guardrails, with human approval where risk requires it, an auditable trail of every decision and automated rollback. Autonomy with control, not autonomy without brakes.
Before you decide
See CITSmart ITSM resolving your operation, not someone else's.
A demo in the context of your IT, with the processes, controls and level of autonomy you need.
Schedule a demo