IT Service Management (ITSM) Software
AI-native ITSM for fast, efficient IT service. Cost pressure, strict compliance, and talent shortages challenge IT teams. Serviceware ITSM software helps with AI agents and smart processes.
“We don't want to manually open tickets anymore when automated processing is possible—for us, that's not a future scenario, it's the present.”
Matthias Kreft
Chief Representative at Reisebank AG
“We have been successfully managing numerous processes in IT and other business areas with the Serviceware platform for many years. With the new AI-native engine for the platform, Serviceware has now set the right course for the future.”
Gerd Zumkeller
Head of Information and Telecommunications at Rastatt District Office
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How AI supports ITSM: autonomous processes and AI assistance in action
Product Tour
Based on the AI-native Serviceware platform, modern IT service management combines AI agents, assistance and knowledge to create an intelligent system.
In the video, Oliver Goldapp explains how these technologies automate routines, recognize correlations and control service processes with foresight.
ITIL Best Practices
See It Live: IT Service Management
FAQs
ITSM covers all processes that help organizations plan, deliver, and improve their IT services. Modern ITSM solutions go beyond structured workflows: they use AI-powered capabilities to accelerate processes, improve quality, and reduce manual effort. The result is a continuously optimized service operation—not just traditional process management.
ITSM software consolidates core processes like incident, problem, change, and request management, making them controllable through workflows, automation, and clear ownership. In an AI-native platform like Serviceware, these processes are enhanced with intelligent capabilities—recommendations, automatic prioritization, contextual suggestions—significantly boosting efficiency.
The Serviceware Platform is AI-native—meaning AI is built into the architecture from the ground up, not added later as a plug-in.
This enables capabilities like classification, prioritization, and knowledge suggestions to work directly and seamlessly within ITSM processes. At the same time, the platform operates on a unified data foundation, ensuring transparency, reducing friction, and enabling consistent workflows with measurably better outcomes.
Yes. The platform supports key ITIL processes such as Incident, Change, Problem, and Request Fulfillment, along with extended disciplines like CMDB and Service Level Management. AI-powered features enhance these processes by accelerating decisions, reducing errors, and strengthening process quality—without altering core ITIL principles.
Absolutely. The platform offers open APIs and standard integrations with monitoring systems, collaboration tools, and asset databases. AI capabilities can leverage this external data to detect patterns and enrich processes. Organizations keep their existing systems while gaining additional automation and transparency.
ITSM creates common ground through clear processes, transparent communication, and traceable service levels. The platform's AI-powered capabilities support this further by preparing information, suggesting priorities, and recommending next steps. Increasing speed, accountability, and mutual understanding.
ITSM success can be measured through KPIs such as resolution times, recurring incident rates, change cycle times, and SLA adherence. The Serviceware platform provides integrated analytics and reporting to track these metrics. AI-powered insights identify patterns, highlight bottlenecks, and support forecasting—enabling teams to make informed decisions, implement improvements systematically, and sustainably enhance service quality.