A different tool for every step
Tickets in one system, changes in another, assets in a spreadsheet: IT never sees the full cycle.
Solution · IT Service Management
IT Operations orchestrated by AI, from help desk to observability.
IT that just puts out fires doesn't sustain the business. Central IT brings together the service desk, changes, assets, master plan and operations in a single platform, with AI orchestrating the whole cycle, from the first ticket to autonomous incident detection, aligned with ITIL and IT governance.
Pain points & challenges
IT is held accountable for everything, but operates with scattered tools.
Between the ticket and delivering value, almost every IT operation runs into the same obstacles. Recognize any of these?
Service desk drowning in tickets
Manual triage and rework consume the team, and SLAs blow past before the issue becomes a priority.
Uncontrolled change becomes an incident
Without process or impact analysis, every change is a gamble that can bring down the operation.
Nobody knows what's in the fleet
Without a living inventory and CMDB, IT decisions are made in the dark and incidents take longer to diagnose.
Too many alerts, too little signal
Fragmented monitoring creates noise: the team drowns in alarms and the critical incident slips through.
IT that's always chasing the business
Without a master plan, IT just reacts to demand and can't demonstrate value or prioritize investment.
The solution
The entire IT cycle, orchestrated by AI.
It's not just a ticketing system. It's service desk, changes, assets, strategy and autonomous operations, all in one place.
One cycle, one platform
Service desk, changes, assets and operations in one place: from ticket to resolution, no scattered tools.
AI that orchestrates service
AI-powered triage, solution suggestions and task automation: the team resolves more with less effort and SLAs under control.
Autonomous operations with AIOps
Intelligent event correlation, automated detection and response: less noise, incidents resolved before they cause impact.
Strategy with PDTIC
An IT master plan that aligns operations with business strategy and prioritizes investment with evidence.
Solution products
The products that orchestrate IT operations.
Everything on top of the CITSmart X² platform, no custom integration needed between products.
Flagship
ITSM CITSmart ITSM
Tickets, changes and assets with AI orchestrating the whole cycle: service desk, catalog, SLA and CMDB in a single platform.
Explore the product Strategy
Master plan CITSmart PDTIC
An IT master plan (PDTIC) aligned with business strategy: priorities, portfolio and investment backed by evidence.
Explore the product Operations
AIOps CITSmart AIOPS
Automated detection and response with intelligent event correlation: less noise, incidents resolved before impact.
Explore the product Foundation
Platform CITSmart X²
The platform that connects ITSM, PDTIC and AIOps to ESM, Contracts and other products: a single source of data, no custom integration needed.
Explore the product Services
Central IT implements, integrates and supports your IT alongside you.
Technology is half the equation. The other half is who structures the processes, integrates monitoring and supports the operation with you, with local, hands-on service and SLAs in Brazil.
ITSM diagnosis and maturity assessment
We assess your IT's processes, tools and maturity, and design its evolution, aligned with ITIL.
Implementation and migration
We migrate tickets, assets and catalogs and put ITSM into production, with AI and automation configured.
Integration with your ecosystem
Connection with monitoring, cloud, identity and other systems: a single IT cycle, no silos.
Observability and AIOps
We structure event correlation, detection and automated response to make operations proactive.
Support and evolution
Local, hands-on support and SLAs in Brazil, with continuous process evolution as your IT operation grows.
Team training
Your team learns to operate, measure and evolve IT service management with real autonomy.
IT has become the heart of the business
When IT stops, the business stops. And firefighting doesn't scale.
Those who orchestrate the IT cycle with AI resolve issues faster, prevent incidents, and turn IT from a cost center into an advantage.
0%
of IT incidents originate from poorly managed changes
Source · Gartner 0%
less resolution time with AI in the service desk
Source · Forrester 0×
more tickets resolved with the same team
Source · HDI 0%
fewer critical incidents with AIOps and observability
Source · IDCOne platform, the whole cycle
all on top of CITSmart X²Service desk, changes, assets, PDTIC and AIOps are connected from the start: a single source of data, no scattered tools.
AI that orchestrates, not just responds
autonomous operationsFrom triage to automated incident response, AI runs the IT cycle, with a human in the loop for sensitive decisions.
Central IT expertise
a partner, not a vendorMore than two decades in mission-critical operations, with teams, support and SLAs in Brazil. A partner who operates alongside you.
ITIL-aligned and certified
proven maturityITIL-aligned processes, with one of the most complete PinkVERIFY certifications in the world, built for regulated sectors.
Frequently asked questions
Common questions about the IT Service Management solution.
What is Central IT's IT Service Management solution?
It's a single ITSM platform covering the entire IT management cycle, from the service desk to observability, with AI orchestrating the cycle. It brings together CITSmart ITSM (tickets, changes and assets), PDTIC (master plan) and AIOps (autonomous operations), all on top of the CITSmart X² platform.
Is the solution ITIL-aligned?
Yes. Incident, request, change, problem and catalog processes follow ITIL best practices, and the platform holds one of the most complete PinkVERIFY certifications in the world, proving alignment and maturity.
What does AIOps solve in operations?
AIOps correlates events from multiple monitoring sources, reduces alert noise, and automates detection and response. Instead of the team drowning in alarms, the critical incident is identified and handled before it impacts the user.
Do I need to replace my monitoring tools?
No. CITSmart integrates with your monitoring, cloud and identity sources via APIs and connectors. Since everything runs on the CITSmart X² platform, you unify the IT cycle without discarding what already works.
Does the solution serve the public sector?
Yes. Central IT operates IT service management at scale in both public and private sectors, with local support, Brazilian context, and governance designed for mission-critical environments.
Next step
Put AI in charge of orchestrating your IT operation.
Bring us an IT process that today lives in a queue or a spreadsheet. We'll show you how the platform orchestrates the cycle, from ticket to autonomous response.
Talk to a specialist