Workflow & BPMS
The process stops just executing. It starts deciding and learning.
Process automation with BPMN 2.0 modelling, a low-code environment and AI inside the flow. The path is chosen by context, not by a fixed rule written two years ago.
BPMN 2.0 visual modelling, no heavy coding
22 practices native, from incident to CMDB
PinkVerify certified and ITIL aligned
Definition · Cognitive Workflows
What a cognitive process is.
Traditional automation executes what was written. A cognitive process interprets the data, analyses the context, decides and evolves. CITSmart Workflow is a 100% web platform connecting people and digital resources, with visual BPMN 2.0 modelling, a low-code environment and intelligence inside the flow. It was born serving ITSM under the ITIL framework from Pink Elephant, is PinkVerify and PeopleCert certified, and incorporates practices from CMMI, PMBOK, COBIT, Six Sigma and ISO 20000.
Who the process works for
The same process delivers a different experience to each role. And the engine is not exclusive to IT: it also runs HR, Procurement, Legal, Finance, Communications and Education, from leave and benefits requests to contract management.
Features
Model, decide, integrate and prove.
From visual modelling to the audit trail, everything a process needs to leave the drawing board and sustain a real operation.
Intelligent Digital Workflow
BPMN 2.0 modelling with tasks, events, gateways, pools and swimlanes, connecting teams around the flow. Whoever knows the process draws it, not whoever writes the code.
Low-code environment
Complex flows built visually, without heavy code, and extensible when a case genuinely calls for a developer.
Cognitive gateways and Aura
Path decisions consider impact, urgency and history. With Aura and CitBot, recurring requests get resolved in the conversation itself.
Portals and Experience Centre
Service portals and a digital workspace builder, with forms that adapt in real time to the requester's context.
Conditional rules
Variables, expressions and advanced conditions, with the flow's behaviour declared rather than buried in code.
API integration
Connects to ERP, CRM and external systems, so the process pulls and returns data with no manual step in between.
Predictive alerts
Continuous monitoring that warns before a deadline is missed, not in next month's report.
Audit and versioning
Every run traceable, every process version preserved, with permissions by role and authority level.
The journey
From the draft to a running process, in four phases.
No automation goes in before the process is understood. Automating something badly only makes it fail faster.
Fase 01 · Discovery
Process mapping
First the real flow, then the drawn one.
- Survey of the path, the exceptions and the owners
- Rules that today live in someone's head
- Baseline of deadline, volume and rework
Fase 02 · Design
BPMN modelling
The process you draw is the process that runs.
- Visual modelling with tasks, gateways and swimlanes
- Forms and conditional rules defined
- Cognitive decision points identified
Fase 03 · Integration
Connect and publish
The process goes live connected to what already exists.
- Integration with ERP, CRM and databases via API
- Permissions, authority levels and audit trail
- Assisted publishing, with version control
Fase 04 · Evolution
Continuous improvement
The process shows you where it gets stuck.
- Bottlenecks detected from real execution
- Rules and routing adjusted each cycle
- Indicators tracked on a dashboard, not a spreadsheet
AI layer
AI inside the flow, not beside it.
The difference between automating and thinking is where the intelligence lives: at the decision point, with access to context and history.
Contextual decisions
The path is chosen by the context of the case, not by a fixed condition that has aged badly.
A process that learns
Execution patterns reveal bottlenecks and rework, and turn into suggestions to improve the flow itself.
Less rework
Correct routing and an adapted form mean the task reaches whoever will execute it ready to go.
Early visibility
The manager gets the alert before the problem, with the risk flagged while there is still time to act.
What sets it apart
What changes when the process thinks.
Decision
Context instead of a fixed rule
A fixed rule ages the day after it ships. The cognitive gateway weighs impact, urgency and history, so the process follows reality instead of fighting it.
Autonomy
Whoever knows the process builds it
Visual BPMN modelling and a low-code environment take the development queue off the critical path. The business area draws, tests and publishes.
Governance
Flexible without becoming chaos
Standardisation with room to adapt, under permissions, authority levels and versioning. Every run stays traceable, so flexibility does not cost control.
Evolution
The flow shows where it stalls
The bottleneck appears in real execution, not in a meeting about impressions. Improvement is driven by the process's own data.
Frequently asked questions
Common questions about Workflow and BPMS.
Do I need to code to model a process?
No. Modelling is visual, in BPMN 2.0, and the environment is low-code. For advanced cases developers extend it via API and rules, but the flow is drawn by whoever knows the process.
How is this different from ordinary automation?
Ordinary automation executes what was written. Here the decision point weighs context, impact and history, and the process evolves from its own execution.
Does it integrate with the systems we already use?
Yes, via API, with ERP, CRM and internal systems. The process pulls and returns data with no manual step in between, and the source system stays yours.
Does it work for any department?
Yes. A process is a process, whether in HR, Finance, Legal, Procurement or IT. What changes is the rule and the form, not the engine.
What about auditing?
Every run is traceable and every process version is preserved, with permissions by role and authority level. The trail exists from the first publication, not only when the auditor arrives.
Can I start with a single process?
Yes, and it is what we recommend. One process modelled, published and measured gives you the method and the vocabulary for the next ones.
How do I buy this?
Through four routes: direct sales, AWS Marketplace, SERPRO and TELEBRAS. Public bodies often find the shortest path through the state owned companies they already contract with. The detail of each route is at centralit.com.br/en/how-to-buy.
Next step
Start with the process that stalls the most today.
Bring us the process that generates the most rework. We model it together and show where a cognitive decision shortens the path.
Book a demo