---
title: What is CITSmart ?
slug: citx-en
description: CITSmart: A versatile and certified IT service management platform with 16 automated processes, ticket management, service portfolio, knowledge base, and more. Suitable for various industries and departments, including education, HR, legal, and travel. Fe
docTags: 
createdAt: 2021-10-26T15:22:49.000Z
---

<font color="#3b9f0f">**CITSmart**</font> is a **platform that connects people and digital resources to optimize work and increase business results.**

Through the relationship portals, we optimize the experience of customers and employees. Moreover, through the **Intelligent Digital Workflow** and agile management, using Kanbans, we connect teams to greater customer-centric collaboration, thus generating:

- Progressive and interactive improvement;
- Simplicity in execution;
- Practicality;
- Alignment and;
- Agility.

## CITSmart History

<font color="#3b9f0f">**CITSmart**</font> is a product that had its initial construction to meet the needs of ITSM (IT Service Management), mainly for the fulfillment of the ITIL requirements, preached by the institution **Pink Elephant**, through <font color="#3b9f0f">**PinkVerify** </font>certification.&#x20;

Currently, <font color="#3b9f0f">**CITSmart**</font> meets all the certification processes. The main functionalities are:&#x20;

- Ticket Management (incidents and requests);
- Service Portfolio and Catalog;&#x20;
- Knowledge Base;&#x20;
- Changes and;
- CMDB.&#x20;

The current <font color="#3b9f0f">**CITSmart**</font> target audience is companies that have IT departments, as well as the need for ITSM solutions to manage their ITs.

## What are the possibilities of usage?

There are cases of service management with automated processes in several areas, for example:

- **Education**
- **Purchases**
- **Travel**
- **Human resources,** such as staff, training, others.
- **Personal department,** such as a request for benefits, vacation, payroll, clarification, others.
- **Legal,&#x20;**&#x73;uch as elaboration and analysis of contracts, support, others.
- **Field service,&#x20;**&#x73;uch as the exchange of equipment, execution of repairs and maintenance, others.
- **Communication**, **Marketing**, and others.

## About ITIL

The Information Technology Infrastructure Library (ITIL) is the most widely accepted reference standard for IT project management worldwide.&#x20;

The ITIL framework was proposed by CCTA (Central Computer and Telecommunications Agency) and its purpose was to develop methods and standards within British government departments, with the aim of improving internal processes.&#x20;

ITIL is a framework that recommends best practices for IT service management and provides resources to meet the ISO/IEC 20000 standard, incorporating the best recommendations contained in CMMI, PMBOK, COBIT, Six Sigma, and ISO 20000.

Therefore, following the best service management practices, based on the ITIL best practice library, <font color="#3b9f0f">**CITSmart**</font> natively has **16 automated processes**, which are:

1. **AM:&#x20;**<font color="#3b9f0f">**Asset Management**</font>****
2. **AVM:&#x20;**<font color="#3b9f0f">**Availability Management**</font>****
3. **CAP:&#x20;**<font color="#3b9f0f">**Capacity Management**</font>****
4. **CHG:&#x20;**<font color="#3b9f0f">**Change Management**</font>****
5. **EV:&#x20;**<font color="#3b9f0f">**Event Management**</font>****
6. **FM:&#x20;**<font color="#3b9f0f">**Financial Management**</font>****
7. **IM:&#x20;**<font color="#3b9f0f">**Incident Management**</font>****
8. **ITSCM:&#x20;**<font color="#3b9f0f">**IT Service Continuity Management**</font>****
9. **KM:&#x20;**<font color="#3b9f0f">**Knowledge Management**</font>****
10. **PM:&#x20;**<font color="#3b9f0f">**Problem Management**</font>****
11. **REL:&#x20;**<font color="#3b9f0f">**Release and Deployment Management**</font>****
12. **RF:&#x20;**<font color="#3b9f0f">**Request Compliance**</font>****
13. **SACM:&#x20;**<font color="#3b9f0f">**Service Asset Management &amp; Configuration Management**</font>****
14. **SCM:&#x20;**<font color="#3b9f0f">**Service Catalog Management**</font>****
15. **SLM:&#x20;**<font color="#3b9f0f">**Service Level Management**</font>****
16. **SPM:&#x20;**<font color="#3b9f0f">**Portfolio Management**</font>****

## Anuva

****<font color="#3b9f0f">**ANUVA** </font>was also initiated and represents the Artificial Intelligence of <font color="#3b9f0f">**CITSmart**</font>, where it promotes integration and machine learning with knowledge.

## Neuro

****<font color="#3b9f0f">**NEURO** </font>is a product that has been 100% ready and adequate within <font color="#3b9f0f">**CITSmart**</font>, this product is very powerful and allows to build new functionalities, applications, and integrations. It is very close to RPA (Robotics process automation) products, but it brings different possibilities, such as the natural integration with the Service Management framework (SLAs, knowledge, portfolio, tickets, service portal, among others).&#x20;

In addition, we understand that the concepts of Service Management are very powerful and can go beyond IT, allowing interesting gains to the business units.

## Evolution

The main change introduced in the last year was the focus on business processes beyond IT, that is, **Corporate Service Management**, proof of this is the adaptation of the service statement that became Connecting processes, delivering experiences.

This decision was based on the capacity of our Workflow to adapt to various business needs, and <font color="#3b9f0f">**Neuro**</font>, by allowing the construction of new data inputs and integration possibilities. In 2018, we also created the products **EC - Experience Center**. This product is aimed to create a digital workspace builder.