USU IT Service Management
🇩🇪 DE
AI-powered ITSM suite for enterprise service management and CMDB
Features
Service desk and ticket management
- Multi-channel ticket intake (email, SMS, self-service, system interfaces, event monitoring)
- Integrated chat and computer telephony (CTI) for agents
- Access to related asset and service details
- Automatic SLA monitoring
- Incident handling linked to problem and change workflows
AI-assisted service operations
- Ticket Dispatcher Agent classifies and routes incoming tickets
- Identifies possible major incidents
- Translates ticket content
- AI agents retrieve knowledge and suggest solutions
Self-service and knowledge
- Employee self-service portal
- Service shop for requests
- Integrated knowledge base for agents and end users
- Self-healing routines
Service catalog and SLA management
- Define services, options, and service levels using standardized components
- Deployed services monitored against defined SLAs
- Pricing configuration for services
CMDB, configuration, and change management
- CMDB for infrastructure, dependencies, and IT topology visibility
- Risk assessment support for changes
- Change and configuration management workflows
IT asset and financial management
- Track hardware and software assets across physical, virtual, on-premises, and cloud environments
- Model service costs using resources (hardware, software, cloud, staff, third-party providers)
- Allocate costs by planned or actual usage
- Support flat-rate or consumption-based charging
- Generate a Bill of IT
Pricing
Pricing is quote-based and depends on company size, IT complexity, and selected modules. Estimated annual subscription fees: €100,000 (2,000 employees/50 IT staff), €250,000 (5,000 employees/100 IT staff), €350,000 (10,000 employees/150 IT staff). ITSM Starter Package price available on request.
EU Trust Profile
What we verified against public sources, last checked 2026-11-02. Every point links to its evidence.
- Evidence →EU data residency
Data remains in Germany or within the EU for cloud or on-premises deployments.
- Evidence →European legal entity
Registered entity in Germany with seat in Möglingen.
- Evidence →ISO 27001
USU states it is ISO 27001 certified.
- Evidence →Self-hosting available
On-premises deployment in customer data centers is supported.
- Evidence →Local-language support
Support portal offers German and French localization.
We list only what we could verify against a public source on the check date. A point that is absent was not established either way — it is not a finding against the vendor. The vendor's own information prevails.
Work at USU IT Service Management?
This badge is free for every vendor we list and has no bearing on the order of any list. It is issued on the basis of a verified European headquarters (DE) and the compliance points we checked against public sources — the date on it is the date we last checked.
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Reviews
Recurring themes, synthesized from public reviews across portals.
What users value
- Broad ITSM coverage across service management, incident, change and CMDB processes
- Highly configurable modules and workflows for custom process needs
- Responsive support and knowledgeable experts for advice and implementation
- Strong data aggregation and reporting capabilities for centralized insights
- AI-driven ticket routing and a well-received service shop for self-service
- Seamless integrations with RMM and cloud services for automation and governance
- Reliable tracking of IT service requests and system incidents
Where users see room to improve
- · Outdated UI with unnecessary clicks in some areas
- · Inconsistent implementation support experience
- · Limited project management capabilities
Integrations
USU IT Service Management: frequently asked questions
- Which tools does USU IT Service Management integrate with?
- USU IT Service Management connects with Microsoft Teams, Microsoft Outlook, Salesforce, ServiceNow, Kontron SIAM Bridge, AWS, Microsoft Azure and Cisco, plus 5 more integrations we found.
- Where does USU IT Service Management store its data?
- Data remains in Germany or within the EU for cloud or on-premises deployments.
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Feature, pricing and integration details are based on web research (as of 2026-11-02), without guarantee, errors are possible. The vendor's website prevails.