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.

USU IT Service Management

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

Menu Teaser ITSM Service Desk

The all-in-one, modular solution for your IT support

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IT & Service Monitoring

Menu Teaser ITSM IT & Service Monitoring (ZIS)

Get a comprehensive, centralized view of your IT and IT services with a single solution

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IT Service Catalog & SLA

Menu Teaser ITSM IT Service Catalog

Display available services so your customers can access them

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IT Asset Management

Menu Teaser ITSM IT Asset Management

Manage your IT assets over their entire lifecycle

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IT Financial Management

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Efficiently and transparently manage your IT costs

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IT Analytics & Process Optimization

IT Project Portfolio Management - Project Management

Gain Control of your IT Landscape

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IT Self-Service

Menu Teaser ITSM IT Self-Service

Innovative solutions for IT support

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Knowledge Management for IT

USU Knowledge Center

Professional knowledge management in for IT services

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IT Change & Configuration Management

USU IT Service Management

Comprehensive overview of your IT infrastructure

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IT Service Portfolio & Service Design

Menu Teaser ITSM IT Service Portfolio & Service Design

Manage business and IT services over their entire lifecycle

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Hybrid Cloud Management

USU Hybrid Cloud Management - Overview

The all-in-one, modular solution for consolidated administration of your infrastructure — in the cloud and on-premises

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Certified and Recognized

Gartner Logo

USU named in Gartner® Magic Quadrant™ for IT Service Management Tools 2021

USU is one out of 11 global tool providers

Pink Verfiy Logo

USU is at the top of the certified tools worldwide

Pink Elephant, ITIL® Tool Certification

Forrester Logo

USU enables advanced automation workloads

The Forrester Wave™, Enterprise Service Management, Q4 2021

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.

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

USU IT Service Management - 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

USU IT Service Management - Workflows & Automation - 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

USU IT Service Management - Configuration & Customizing - User Interfaces
  • 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

USU IT Service Management - Configuration & Customizing - Data Model
  • Extension with your own data objects
  • Extension with your own data object relations

Roles & Rights

USU IT Service Management - Configuration & Customizing - Roles & Rights
  • Role-based rights (interface overlays, read/write data)
  • Client-based rights


USU IT Service Management - Configuration & Customizing - Workflows

Adaptation and modelling of processes using templates

System Integration

USU IT Service Management - Configuration & Customizing - 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.

USU IT Service Management - Configuration & Customizing - Develop, Test and Run

Integration & Interfaces

System Integration

USU IT Service Management - Integration & Interfaces

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

USU IT Service Management - Integration & 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
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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

Schweizerische Post Logo

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

Ready to get started? Let’s talk.

💬︎ Insights

Gartner® Report

3 easy ways to handle incidents and enquiries at the service desk

Gartner Report

USU ranks first globally with its solutions for Hybrid Cloud Service Management.

HCM Disruptor Solutions