USU IT Service Management (ITSM) Plan, deliver, and manage your IT services with ease
Effectively manage your IT services with a proven all-in-one solution
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 with a scalable solution that grows with your needs.
Your Benefits
> 1 M € Savings per year with 5,000 employees
40 % Higher employee satisfaction
10 x Faster service processes
Overview of USU IT Service Management
Deliver resilient IT services to power your organization’s growth and productivity with USU IT Service Management. With everything you need to plan, operate, and control your IT, our range of mix-and-match modules enable you to get everything you need, and nothing you don’t. Find out why Gartner has ranked us among the top ITSM tools in the Magic Quadrant!
IT Service Desk
The all-in-one, modular solution for your IT support
IT & Service Monitoring
Get a comprehensive, centralized view of your IT and IT services with a single solution
IT Service Catalog & SLA
Display available services so your customers can access them
IT Asset Management
Manage your IT assets over their entire lifecycle
IT Financial Management
Efficiently and transparently manage your IT costs
IT Analytics & Process Optimization
Gain Control of your IT Landscape
IT Self-Service
Innovative solutions for IT support
Knowledge Management for IT
Professional knowledge management in for IT services
IT Change & Configuration Management
Comprehensive overview of your IT infrastructure
IT Service Portfolio & Service Design
Manage business and IT services over their entire lifecycle
Hybrid Cloud Management
The all-in-one, modular solution for consolidated administration of your infrastructure — in the cloud and on-premises
USU IT Service Management
IT & Service Monitoring
Get a comprehensive, centralized view of your IT and IT services with a single solution
IT Service Portfolio & Service Design
Manage business and IT services over their entire lifecycle
Hybrid Cloud Management
The all-in-one, modular solution for consolidated administration of your infrastructure — in the cloud and on-premises
Certified and Recognized
USU named in Gartner® Magic Quadrant™ for IT Service Management Tools 2021
USU is one out of 11 global tool providers
USU is at the top of the certified tools worldwide
Pink Elephant, ITIL® Tool Certification
USU enables advanced automation workloads
The Forrester Wave™, Enterprise Service Management, Q4 2021
Selecting an ITSM tool
Achieve your goals with USU ITSM
Take service management to the next level
Attain end-to-end automation
Close functional ITSM gaps
Consolidate systems
Conquer complexity
Hit the ground running with plug-and-play or customized options
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.
Workflows & Automation
Model Workflows
Model and implement the desired workflows for all IT and enterprise service management processes, such as service request management, change management, IT financial management, asset management, contract management, and supplier management, as well as many more. Customize the standard workflows included in the scope of delivery and add any other workflows. The graphical process modeling is based on the standard BPMN 2.0.
Automate Processes
In addition to manual tasks, configure automatic system tasks as process step and use them to automate processes so they run independently without having to manually intervene. Integrate these system tasks with third-party systems to automate processes across systems.
Workflows & Automation
Model Workflows
Model and implement the desired workflows for all IT and enterprise service management processes, such as service request management, change management, IT financial management, asset management, contract management, and supplier management, as well as many more. Customize the standard workflows included in the scope of delivery and add any other workflows. The graphical process modeling is based on the standard BPMN 2.0.
Automate Processes
In addition to manual tasks, configure automatic system tasks as process step and use them to automate processes so they run independently without having to manually intervene. Integrate these system tasks with third-party systems to automate processes across systems.
Benefit From
- Mapping of any process sequences
- Cross-system process automation
- Process lifecycle to support development, testing, and going live
- Extensive library of process modules for quickly developing your own processes
- Defining measuring points and intervals for process analysis and optimization
Configuration & Customizing
User Interface
- Existing or new user interface overlays (info objects, catalogs, fields, columns)
- Role-specific views depending on roles and authorizations
- Rule-based, dynamic views depending on data
- Display mode for lists such as multiple lines, calendar, and graphical display of dependent objects
- Search fields (full text search, attribute search)
Data Model
- Extension with your own data objects
- Extension with your own data object relations
Roles & Rights
- Role-based rights (interface overlays, read/write data)
- Client-based rights
Workflows
Adaptation and modelling of processes using templates
System Integration
Secure integration into your IT and connection to external systems
Configuration & Customizing
User Interface
- Existing or new user interface overlays (info objects, catalogs, fields, columns)
- Role-specific views depending on roles and authorizations
- Rule-based, dynamic views depending on data
- Display mode for lists such as multiple lines, calendar, and graphical display of dependent objects
- Search fields (full text search, attribute search)
Data Model
- Extension with your own data objects
- Extension with your own data object relations
Roles & Rights
- Role-based rights (interface overlays, read/write data)
- Client-based rights
Workflows
Adaptation and modelling of processes using templates
System Integration
Secure integration into your IT and connection to external systems
Develop, Test and Run
After first making adjustments in the development stage, transfer the changes to the test stage; and after successful testing, send them on to the production stage.
Our ITSM solution supports you with tool-supported, automated, and error-free deployment to the next stage. Our solution logs, adjusts, and tracks any changes continuously. This supports a smooth migration process when you upgrade to new versions of our ITSM solution.
Integration & Interfaces
System Integration
Integrate our ITSM solution into any external system — It doesn't make a difference if you operate ITSM in the cloud or on-premises: It supports data exchange through import/export, continuous data synchronization, and interaction with external processes in third-party systems.
Our ITSM solution supports transaction-secure data exchange and reliably monitors data-exchange processes, automatically checks the data quality of external data, and generates messages in case of deviations or interface errors. You can even model and simulate complex interface processes, data maps, and conversions on your own using the graphical interface and then execute them reliably.
Preconfigured Interfaces
The solution comes with a large number of preconfigured interfaces to common IT systems to simplify integration into ERP systems (SAP), ITSM systems (BMC, HP, CA, IBM, Microsoft, and others), discovery tools (LANDesk, Baramundi, Matrix42, RayVentory, and others), active directory and email systems, telephone systems, and more.
Integration & Interfaces
System Integration
Integrate our ITSM solution into any external system — It doesn't make a difference if you operate ITSM in the cloud or on-premises: It supports data exchange through import/export, continuous data synchronization, and interaction with external processes in third-party systems.
Our ITSM solution supports transaction-secure data exchange and reliably monitors data-exchange processes, automatically checks the data quality of external data, and generates messages in case of deviations or interface errors. You can even model and simulate complex interface processes, data maps, and conversions on your own using the graphical interface and then execute them reliably.
Preconfigured Interfaces
The solution comes with a large number of preconfigured interfaces to common IT systems to simplify integration into ERP systems (SAP), ITSM systems (BMC, HP, CA, IBM, Microsoft, and others), discovery tools (LANDesk, Baramundi, Matrix42, RayVentory, and others), active directory and email systems, telephone systems, and more.
Learn more about our USU IT Service Management!
Let us share our solution with you — at your convenience and with no obligation — in person or in a video conference!
Get a demo
Stay flexible — regardless of your operating model
On-premises solution
Operate USU ITSM in your data center — we’ll help you with implementation
SaaS solution
Use USU ITSM from the cloud as high-performance, flexible, and scalable SaaS solution
USU moves the Post! After all, service management isn’t just an IT topic: It’s a core element that touches all the organization’s processes. In setting up the Swiss postal service as an ICT service provider, USU covered all state-of-the-art ITSM tool requirements. The project has been a great success.
Markus Bacher, Head of IT Operation, Post CH AG
Smart Businesses use USU IT Service Management
Ready to get started? Let’s talk.
💬︎ Insights
Gartner® Report
3 easy ways to handle incidents and enquiries at the service desk
USU ranks first globally with its solutions for Hybrid Cloud Service Management.
