A multi-lingual Gen AI Assisted IT Service Management (ITSM) Software On-Cloud & On-Premise, to deliver world-class services that are fast, reliable and secure. Our Enterprise ITSM Platform empowers IT teams to deliver exceptional service through ITIL-aligned processes, Gen-AI driven assistance, and intelligent insights.
PleoService is engineered to unify and optimize the management of user requests, incidents, changes, and problems on IT assets like computers, servers, and software licenses. The multi-language Engineering Assist AI Bot enhances team efficiency by accelerating issue or incident diagnosis, providing intelligent solution recommendations, summarization of past incidents and root causes.
PleoService’s deep operational analytics equips organizations to drive continuous improvements and human resource and assets optimizations.
Key Benefits
PleoService is an AI-powered, multi-lingual ITSM platform that streamlines IT support, accelerates issue resolution, and drives operational efficiency.
Unified Service Management
Centralized IT Service Delivery across teams, regions, and business units
AI-Powered Multilingual Support
Multi-language Gen-AI Assistant that speeds up the diagnosis of recurring issues and aids in developing permanent fixes, accelerating response times
Live Visibility & SLA Compliance
Real-time Dashboards and SLA tracking to drive accountability and transparency
Robust Security & Access Control
Enterprise-Grade Security with role-based access
Incident Management
Restore normal service operations and minimize business impact promptly
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Auto-escalation and SLA tracking
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Tag incidents with categories (e.g., hardware, software, network)
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Configurable business rules for automatic priority classification
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View activity logs, comments, attachments, and task history
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Auto-assign tickets to appropriate teams or agents
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Collaborative space for agents to share findings across shifts
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Escalation rules with alerts and notifications for unmet SLAs
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Real-time tracking of ticket status (open, in progress, resolved, closed)
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Support for reopening and linking related tickets
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Allow agents to convert resolved incidents into new problem entries
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Link incidents to known problems or change requests
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Highlight recurring issues to trigger problem investigations
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Full history of actions taken on each incident event
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Visual relationships of impacted Configurable Items (CIs) or Assets
User Request
Automate routine service requests to reduce IT burden.
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Configurable service catalog
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Automates request approval, fulfillment, and closure workflows
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Trigger notifications, assignments, and tasks automatically
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Route requests to the right fulfillment group (e.g., IT, facilities, HR)
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Track task progress, status, and deadlines
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Full history of actions taken on each service request
Problem Management
Prevent recurring issues with intelligent root cause analysis.
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Link to related incidents, changes and known errors
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Tag problems with categories
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Workarounds and known errors
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Collaboration tools for cross-functional investigations
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Creation and management of known errors and workarounds
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SLA-based timers and alerts
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Approval workflows and escalations
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Creating changes directly from problems to implement fixes
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Full history of actions taken on each problem record
Change Management
Manage risk while maintaining agility.
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Change Request Logging & Classification of Change Type
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Include details like description, reason, risk level, affected assets, and CI (Configuration Items)
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Configurable Change Request templates
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Bulk actions available for Change Control Board Reviews
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Automated impact analysis using the CMDB
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Auto-approval for predefined changes
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Configurable Blackout and Maintenance windows and freeze periods
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Task breakdown and milestone tracking
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Integration with Other ITSM Modules like Problem and Incident
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Monitoring implementation progress in real-time
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Configurable workflows and templates
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Rule-based automation for approvals, assignments, or escalations
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Visual relationships of impacted Configurable Items (CIs) or Assets
Configuration Management
The CMDB stores and manages information about all configuration items (CIs) in the IT environment and their relationships—providing critical context for incident, problem, change, and asset management processes. It maintains an accurate inventory of IT assets and relationships.
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Centralized database of all CIs (hardware, software, network, services, people, locations, etc.)
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Configurable Category Types and Attributes (e.g., version, owner, location)
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Support for hierarchical CIs (e.g., applications, services, business capabilities)
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Maps dependencies and relationships
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Bulk imports with CSV files
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Tracks lifecycle states
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Tracks incidents, problems and changes on the CIs
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Versioning and change history of CIs
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CI ownership and maintenance responsibilities
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Integration with ERP systems
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Integration with Other ITSM Modules
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Incident Management: quickly identify affected CIs
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Change Management: assess risks and dependencies
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Problem Management: identify recurring CI-related issues
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Asset Management: sync with financial and inventory data
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The CMDB enables service visibility, risk management, and root cause analysis across the IT environment. When well-implemented, it becomes the single source of truth for IT operations.
Service Level Management
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Ensure performance with transparent SLAs and SLTs.
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SLA breach alerts
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Real-time performance metrics
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Custom escalation rules and timelines
Dashboards, Reporting & Insights
Empower leaders and technicians with real-time visibility.
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Role-based dashboards for executives, managers, and agents
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Prebuilt ITIL Dashboards for change, problem, incident and user request trends, unsuccessful change requests, incident root causes, and resolution time
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Insights on MTTR (Mean Time to Resolve) and problem, change backlog
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Reports for regulatory, compliance, or internal review
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Integrated with Power BI for Self-Service
Integration Ready Architecture
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Microsoft 365, Azure AD
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Third-party security monitoring tools
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ERP systems
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HRIS systems
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REST APIs and Webhooks for custom integrations
Security & Compliance on Microsoft Azure Cloud
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Role-based access controls
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Data encryption in transit and at rest
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Audit trails and activity logging
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Retention of data access activities or system change activities
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Continuous security monitoring of resources
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Detect threats by monitoring requests & responses, internal logs
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Alerts on suspicious access patterns, activities, upload of malicious content
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Password policies enforced
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Multi Factor authentication enforced