What is CITSmart ?

CITSmart 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

CITSmart 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 PinkVerify certification.

Currently, CITSmart meets all the certification processes. The main functionalities are:

  • Ticket Management (incidents and requests);
  • Service Portfolio and Catalog;
  • Knowledge Base;
  • Changes and;
  • CMDB.

The current CITSmart 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, such as elaboration and analysis of contracts, support, others.
  • Field service, such 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.

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.

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, CITSmart natively has 16 automated processes, which are:

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


ANUVA was also initiated and represents the Artificial Intelligence of CITSmart, where it promotes integration and machine learning with knowledge.


NEURO is a product that has been 100% ready and adequate within CITSmart, 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).

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.


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 Neuro, 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.

Updated 24 Feb 2022
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