IT service management that resolves tickets — not the other way
AI-native IT service management built around the ITIL workflows your team actually uses: incidents, problems, changes, and service requests, all on one record. Vitelligence ITSM auto-classifies and routes new tickets, surfaces known fixes from your knowledge base, and keeps SLAs visible before they breach.
Replaces ServiceNow, Jira Service Management, Zendesk, Freshservice
Workflows connected by Vitelligence ITSM
Standalone pricing
Buy ITSM by itself, or add it to a Vitelligence suite.
Modernize service management without jumping straight into heavyweight enterprise ITSM procurement.
Best for
IT managers and internal service teams
Essentials
per agent/month
A focused ITSM setup for small teams that need the basics without buying the full platform.
- Core records and views
- Basic permissions
- Imports and exports
Professional
monthly
A serious business tier for teams running ITSM as an operating workflow.
- Automation and workflow rules
- Advanced reporting
- Cross-app collaboration
AI/Advanced
monthly
Advanced AI, automation, governance, reporting, and cross-app workflows for ITSM.
- AI summaries and recommendations
- Higher automation allowance
- Cross-app intelligence
Suite expansion
Where ITSM fits in the platform
Everything you need in ITSM
One Record for Incidents, Problems, Changes, and Requests
A unified ticket model with the right fields for each ITIL workflow — so an incident promotes cleanly to a problem, and a problem motivates a change without re-keying.
- Auto-numbered tickets per workflow type (INC, PRB, CHG, REQ)
- Multi-channel intake: portal, email, chat, phone, API, and AI agents
- Priority computed from impact and urgency, with override and audit trail
- Assignment to user or group, with current load visibility before reassign
- Parent / child linking for major incidents and related problems
- Internal work notes separated from customer-visible comments
AI Triage and Auto-resolution
New tickets are classified, prioritized, and routed in seconds — and the routine ones (password resets, group adds, common how-tos) are resolved by AI before a human is paged at all.
- Auto-classification of category, subcategory, impact, and urgency at intake
- Routing to the right group based on category, location, and current load
- AI-resolved flag and confidence score recorded on every ticket
- Suggested resolutions drawn from the knowledge base and similar past tickets
- Human-in-the-loop on low-confidence suggestions — never silent failures
- Plain-language summary of long ticket threads for the next agent picking it up
Problem Management That Closes the Loop
Promote recurring incidents to a problem record, capture root cause once, and let every related incident inherit the workaround and the fix.
- Major incident parent record with child incidents rolling up automatically
- Root cause and known-error fields with structured workaround notes
- Linked change record drives the permanent fix through CAB approval
- AI clusters similar incidents into candidate problems for review
- Resolution code and notes propagate to all linked incidents on close
- Trend reporting on top recurring issues by category and asset
Native Suite Integration
When an incident needs a field tech, Vitelligence Field Service has the work order. When a change needs an asset, Asset Management knows. No swivel-chair, no email handoffs.
- Tickets link to assets, employees, and customers from across the suite
- One-click promotion of an incident to a Field Service work order
- Change records reference the affected assets and inherit owner approvers
- Service requests with cost trigger Vitelligence Accounting workflows
- Knowledge articles surface inside Vitelligence chat for self-service
- Works with the full Vitelligence suite or as a standalone (REST and webhooks for ServiceNow / Jira / Zendesk migration)
ITSM — Frequently Asked Questions
Ready to transform your itsm?
Start with one itsm workflow and prove the value before expanding.