USU IT Service Management - ITSM Tool

USU IT Service Management (ITSM)

Plan, deliver and manage your IT services with ease. Effectively manage your IT service delivery with a proven all-in-one solution.

High Performance ITSM Tool

USU IT Service Management (ITSM) is your comprehensive software solution covering standard ITSM processes plus additional service areas in your company.

Use ITSM as your central tool for enterprise service management across your company and to automate processes across departments. Smoothly manage your complex service processes, on-premises or in the cloud, with a scalable solution that grows with your needs. With everything you need to plan, operate and control your IT, our range of mix-and-match modules and artificial intelligence (AI) applications enable you to get everything you need, and nothing you don’t.

We feature proven maximum ITIL® compliance. Therefore, the USU ITSM software suite is one of the top verified tools worldwide - as confirmed by Pink Elephant and SERVIEW.

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

Create, analyze, and process IT tickets efficiently with our IT Service Desk. You benefit with up to 20% of end-user questions answered and reported incidents resolved and up to 100% of service requests processed — all automatically.

Learn more
USU IT Service Management - ITSM Tool - IT Service Desk

IT Self-Service Management

Using Self-healing opportunities

Deliver rapid, reliable and on-demand IT support. With a suite of IT Self-Service tools, you can reduce your IT tickets amount immensely and increase your user satisfaction. Deliver innovative solutions an quick answers to your users requests.

Learn more
USU IT Service Management - ITSM Tool - IT Self-Service Management

IT Asset Management

Deep dive into your IT assets

Manage your IT assets throughout their entire lifecycle. We support you in controlling your entire hardware and software, virtual or physical assets, on-premises or in the cloud. Always know what you use and own.

Learn more
USU IT Service Management - ITSM Tool - IT Asset Management

IT Change & Configuration Management

ITIL®-compliant CMDB

Get a comprehensive overview of your IT infrastructure and depend on our Configuration Management Database (CMDB). We support you to recognize dependencies and risks so you can ensure uninterrupted and secured IT operations.

Learn more
USU IT Service Management - ITSM Tool - IT Change & Configuration Management

IT Service Catalog & SLA

Increase governance and operational efficiency

Use a personalizable service catalog, which transparently displays all IT and business services that can be ordered. All of your customers' service instances, including applicable service level agreements (SLAs), become transparent.

Learn more
USU IT Service Management - ITSM Tool - IT Service Catalog & SLA

IT Service Portfolio & Service Design

Manage your business and IT services

Increase value creation and start managing your business and IT services — from planning and specification to operation and decommissioning. Get an overview of the service spectrum of your IT service organization.

Learn more
USU IT Service Management - ITSM Tool - IT Service Portfolio & Service Design

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.

Learn more
USU IT Service Management - ITSM Tool - IT Project Portfolio Management

IT Financial Management

Determine service unit costs the easy way

Efficiently and transparently manage your IT service costs with our IT Financial Management solution. Save time planning your IT budget and show your service units exactly which items comprise the service costs.

Learn more
 USU IT Service Management - ITSM Tool - IT Financial Management

Governance, Risk & Compliance

Reduce risks in IT operations

Track and manage all your risks in IT operations with a risk catalog for ISO 27001 assessment including the 27017/27018 extension. Risk priority values identify the most important risks. Applying preventing measures causes the risk priority value to be decreased.

A risk catalog for ISO 27001 assessment including the 27017/27018 extension is included out-of-the-box.

Learn more
USU IT Service Management - ITSM Tool - Governance, Risk & Compliance

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.

Learn more
USU IT Service Management - ITSM Tool - IT Monitoring

Knowledge Management for IT

Predictive Knowledge Management

Start with successful knowledge management in IT support and create an enhanced service experience. Comply with service level agreements, improve service quality, and deliver quick, conclusive answers to your service customer inquiries.

Learn more
USU IT Service Management - ITSM Tool - Knowledge Management for IT

Cloud Cost Management

Manage your entire cloud infrastructure

The all-in-one modular solution for consolidated administration of your cloud infrastructure — hybrid or multi cloud. Manage all your cloud resources (IaaS, PaaS & SaaS) and start to optimize your cloud costs sustainably.

Learn more
USU IT Service Management - ITSM Tool - Hybrid Cloud Management

Happy Customers

USU IT Service Management, ITSM Tool, Success Story Bundesagentur
Bundesagentur für Arbeit Logo

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
USU IT Service Management, ITSM Tool, Success Story Jungheinrich
Jungheinrich Logo

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
USU IT Service Management, ITSM Tool, Success Story Bosch
Bosch Logo

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.


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. We provide the features you need to adapt and integrate our software.

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 data 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

Selecting an ITSM tool

The range of IT service management tools on offer has become very confusing. According to Gartner, there are currently more than 400 companies offering tools in different performance and price categories.

More ITSM Resources

Latest Topics

White Paper

Modern IT Financial Management

In this white paper you will learn about the requirements for modern IT financial management with a special focus on the use of tools for a FinOps orientation with TBM as the basic framework.

ITSM Starter Package

The ITSM Starter Package allows every customer to kickstart their new ITSM tool within 5 weeks.

Spotlight Artificial Intelligence

What opportunities does Artificial Intelligence offer IT management to free up resources for value-adding activities? We identified six fields of action and compiled them for you.
White Paper

Service Desk Excellence

The implementation of a new ITSM tool can significantly contribute to increasing efficiency and effectiveness in the service desk and boost your business value.

Ready to get started? Let’s talk.