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AI-native IT Service Management
Does this sound familiar?
More tickets, less time for resolutions
AI potential, but unanswered governance questions
Too much effort before you see value
There are many monitoring tools. Yet it's still hard to get the big picture.
Agentic AI at the core of your ITSM processes
USU Orchestrate ITSM is AI-native ITSM software delivered as SaaS. AI-native means AI is part of the architecture from the outset and embedded in service processes. Autonomous AI Agents carry out tasks and coordinate workflows within predefined boundaries. Service agents oversee, review and make decisions where required.
The USU Orchestrate platform provides the technological foundation, intelligently connecting AI, people and processes. USU Orchestrate ITSM accelerates request handling and reduces manual routine work. It eases the workload on your teams, from the Service Desk and Incident and Change Management to Service Design and Asset Management.
to the first response to the end user
less working time per incident
go live in days, not months
Service Configuration Management
AI built in from the ground up
AI Agents take on routine work
Context for relevant solutions
You define the level of autonomy
Key features of USU Orchestrate ITSM
Understand your IT and its dependencies
Record services, applications and infrastructure in a central Configuration Management Database (CMDB). Visualize relationships and analyze the impact on your services. Reports highlight data gaps and help establish a reliable foundation for your ITSM processes.
Bring clarity and structure to every request
Bring incoming requests together in a central view and route them into the appropriate incident or service request process. AI Agents support handling relevant information from requests and conversations. Details about requesters and SLA risks help your team set priorities and take focused action.
Resolve incidents with AI Agents
Prioritize incidents by impact and urgency and coordinate your team’s response. AI Agents support resolution by identifying similar incidents, suggesting diagnostic steps and providing resolution recommendations. Your Service Desk can analyze incidents more effectively and resolve them faster.
Get to the root of recurring incidents
Link incidents and investigate their common causes. AI Agents help you keep track of problems and investigation progress. Document known errors and workarounds, and turn permanent fixes into governed changes.
Implement changes with confidence
Plan and approve changes with affected services and dependencies in mind. Check scheduling conflicts and document test and rollback plans. AI summarizes changes and discussions, making it easier to agree on next steps.
Design services with a clear structure
Define business services and their technical foundations in a central service directory. Assign responsibilities and coordinate approvals and delivery. AI Agents help extract information from existing documents and prepare new service entries.
Link SLAs directly to your services
Define and manage Service Level Agreements within Service Design. Link agreements to the relevant services and their users. Service commitments and responsibilities remain traceable alongside service information.
Make service requests easy to submit and fulfil
Employees can easily request software licenses, hardware or access. Structured approvals and tasks guide fulfilment teams through the process, from the initial request to delivery.
An intuitive end-user journey
Give employees a single starting point for IT services. An AI-powered self-service portal can understand natural language, suggest relevant services or knowledge, and initiate standard requests directly.
Keep track of your IT assets
Manage hardware, software, SaaS subscriptions and cloud resources in a central register. Track their full lifecycle and keep responsibilities, licenses and contracts in view. Audit rules and reports help identify discrepancies early.
Service Configuration Management
Understand your IT and its dependencies
Record services, applications and infrastructure in a central Configuration Management Database (CMDB). Visualize relationships and analyze the impact on your services. Reports highlight data gaps and help establish a reliable foundation for your ITSM processes.
Service Desk
Bring clarity and structure to every request
Bring incoming requests together in a central view and route them into the appropriate incident or service request process. AI Agents support handling relevant information from requests and conversations. Details about requesters and SLA risks help your team set priorities and take focused action.
Incident Management
Resolve incidents with AI Agents
Prioritize incidents by impact and urgency and coordinate your team’s response. AI Agents support resolution by identifying similar incidents, suggesting diagnostic steps and providing resolution recommendations. Your Service Desk can analyze incidents more effectively and resolve them faster.
Problem Management
Get to the root of recurring incidents
Link incidents and investigate their common causes. AI Agents help you keep track of problems and investigation progress. Document known errors and workarounds, and turn permanent fixes into governed changes.
Change Enablement
Implement changes with confidence
Plan and approve changes with affected services and dependencies in mind. Check scheduling conflicts and document test and rollback plans. AI summarizes changes and discussions, making it easier to agree on next steps.
Service Design
Design services with a clear structure
Define business services and their technical foundations in a central service directory. Assign responsibilities and coordinate approvals and delivery. AI Agents help extract information from existing documents and prepare new service entries.
Service Level Management
Link SLAs directly to your services
Define and manage Service Level Agreements within Service Design. Link agreements to the relevant services and their users. Service commitments and responsibilities remain traceable alongside service information.
Service Request Management
Make service requests easy to submit and fulfil
Employees can easily request software licenses, hardware or access. Structured approvals and tasks guide fulfilment teams through the process, from the initial request to delivery.
Self-Service
An intuitive end-user journey
Give employees a single starting point for IT services. An AI-powered self-service portal can understand natural language, suggest relevant services or knowledge, and initiate standard requests directly.
Asset Management
Keep track of your IT assets
Manage hardware, software, SaaS subscriptions and cloud resources in a central register. Track their full lifecycle and keep responsibilities, licenses and contracts in view. Audit rules and reports help identify discrepancies early.
Experience USU Orchestrate ITSM from your perspective
CIOs and IT leaders
IT Service Desk and support leaders
IT Operations leaders
ITSM service agents
Why USU? Certified. Secure. Reliable.
Over 35 years of ITSM expertise
IT service processes based on ITIL®
ITSM expertise recognized by SERVIEW
USU on Gartner® Peer Insights™
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Evaluated by leading analysts
Questions about our AI-native IT Service Management
What is USU Orchestrate ITSM?
USU Orchestrate ITSM is an AI-native SaaS solution for IT Service Management. It combines autonomous AI Agents with governed service processes and Human-in-the-Loop Governance. Its goal is to reduce workload, shorten resolution times and deliver operational value sooner.
What does AI-native mean in IT Service Management?
AI-native means artificial intelligence is part of the product architecture and service processes from the outset. In USU Orchestrate ITSM, AI Agents carry out tasks within governed workflows. Collaboration with people and oversight of autonomous actions are integral to the product design.
What is the difference between AI-native ITSM and AI features in an ITSM tool?
Individual AI features support specific tasks, such as drafting responses. In AI-native ITSM, AI also shapes the architecture and the way processes work together. USU Orchestrate ITSM combines agent actions, human decisions and governance in a unified approach to service handling.
What does Agentic AI mean in ITSM?
USU Orchestrate ITSM uses Agentic AI to let AI Agents carry out tasks in governed service processes. Agents can act within defined boundaries and collaborate with people. Which tasks run autonomously depends on the workflow and the governance rules in place.
How do AI Agents differ from an AI assistant?
An AI assistant supports people with information or suggested text, for example. AI Agents can also execute tasks within a defined scope of action. USU Orchestrate ITSM combines this approach with Human-in-the-Loop Governance to keep autonomous actions manageable.
Which Service Desk tasks do AI Agents support?
AI Agents support service request handling and repetitive tasks. They also provide relevant knowledge, ticket context and help with responses. An agent’s scope of action depends on the available features, the workflow and the configured rules.
What role does AI Governance play in ITSM?
AI Governance defines how AI is used and overseen in ITSM processes. USU Orchestrate ITSM combines autonomous AI Agents with rules that define their scope of action. Human-in-the-Loop involves people where review or approval is required. An audit trail makes actions traceable and supports process oversight.
What does Human-in-the-Loop mean in ITSM?
Human-in-the-Loop (HITL) means people are involved at specific points in AI-powered workflows. They review results, approve actions or make decisions at defined stages. In USU Orchestrate ITSM, this approach forms part of the governance of autonomous service processes.
How does USU Orchestrate ITSM improve the service experience?
An intuitive workspace helps service teams handle requests. Relevant context and available resolution guidance help them work through cases more quickly. Faster handling and more consistent processes contribute to a better service experience for employees.
What are the benefits of ITSM as SaaS?
ITSM as SaaS lets organizations use ITSM software as a cloud service. USU Orchestrate ITSM is designed as a SaaS-only solution, combining continuous updates with standardized best-practice processes. This supports rapid deployment and makes it easier to get productive.
How quickly can USU Orchestrate ITSM be implemented?
USU Orchestrate ITSM is designed to get you productive in days rather than months. Its SaaS architecture and best-practice processes reduce implementation effort. The actual timeframe depends on factors such as data migration, integrations and the intended scope of use. We assess these requirements with you before you start.
What role do best-practice processes play?
Standardized best-practice processes, such as those based on ITIL®, provide a starting point for USU Orchestrate ITSM. Teams work with clear processes that support collaboration between people and AI Agents. This simplifies implementation and consistent service handling.
What is the technological foundation of USU Orchestrate ITSM?
USU Orchestrate ITSM is built on the USU Orchestrate Ecosystem. This technological foundation orchestrates AI, people and processes in enterprise IT. USU Orchestrate ITSM uses it to deliver AI-native IT Service Management with governed autonomy and traceable actions.
Which organizations is USU Orchestrate ITSM suited to?
USU Orchestrate ITSM is designed for organizations with their own IT service teams that want to use SaaS and embed AI in their service processes. It is particularly relevant for high ticket volumes, repetitive tasks and organizations seeking a fast start with standardized workflows.
Do AI Agents replace Service Desk employees?
USU Orchestrate ITSM is designed for collaboration between people and AI Agents. Agents execute tasks within defined boundaries and reduce team workload. People remain involved in oversight, required approvals and decisions, giving them more time to focus on complex service cases.
How can the value of AI-native ITSM be measured?
Value can be assessed through manual handling time, average resolution time, SLA attainment and service satisfaction, for example. Comparing results before and after implementation helps identify changes. Meaningful results account for ticket types, data quality and the scope of automation.
What is ITSM Workflow Automation?
How does AI-native ITSM support ticket management?
Get in touch with an expert
Do you have questions about our offering? A quick call can be way more helpful than a long email chain. Talk to one of our experts to explore our products and see them in action.
Nate Milewski
Sales Development
IT Service Management
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