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
Gen-AI Assisted ITSM Software
Transform Your ITSM software from a Reactive Support Function into a Proactive ITSM Tool with PleoService’s Gen-AI Assisted Software
Gen-AI ITSM involves the use of Generative Artificial Intelligence to facilitate IT Service Management (ITSM) by producing content that goes beyond predefined workflows, transforming IT operations to a more efficient, predictive and proactive way.
Unlike traditional BI that relies on structured data and predefined scripts, AI Assisted ITSM also brings adaptive intelligence into operations by continuously learning from real-time IT operations data. AI focuses on proactive problem detection, anomaly detection and prevention. With Gen AI, your sophisticated functions like natural-language ticket summarisation, conversational resolutions, documentation drafting, and predictive incident management can all become automated and tailored to the specific business rules.
The AI Spectrum in ITSM
AI goes beyond basic automation to provide dynamic orchestration, insights, narratives, and tailored solutions by continuously learning, reasoning, and creating.
● Predictive Analytics
Predictive analytics essentially means detecting early signs of repetitive issues, detection of anomalies, SLA breaches or performance degradation. This empowers facility and IT teams to act before downtime or degradation occurs.
● Virtual IT Assistants & Knowledge Generation
Gen-AI-powered Virtual IT assistants facilitate seamless communication among end-users, answers questions, and help in producing troubleshooting steps. These assistants also help in expanding the facility's knowledge base through continuous content creation and learning.
● Compliance & Policy Adherence
Compliance is one of the standout features that comes with Gen-AI ITSM. This tool helps ensure compliance through real-time reasoning and policy validation. It helps in cross-checking each action happening within the facility to align them with global standards and internal policies.
● Gen-AI Reporting
Supercharges reporting by turning natural language questions into instant insights, reducing dependency on technical experts and speeding up decision-making. It automates data exploration, suggests relevant visuals, and helps users uncover trends they might otherwise miss. Teams gain faster, smarter analytics with less effort, making reporting more intuitive, collaborative, and impactful across the business.
Integration & Ecosystem Fit
Connectivity is the foundation of modern IT operations. PleoData’s Gen-AI Assisted ITSM is designed to enhance seamless integration, allowing organizations to improve operations through learning from the existing systems and adapting accordingly.
Seamless Integration with Existing IT Stack
PleoData’s Gen-AI ITSM integrates smoothly with other tools and systems in an organization. For instance:
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Authentication Systems: Connections with Azure Entra ID, Active Directory or other cloud identity platforms
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Assets or CMDB Databases: Pulls information from your cloud platform or virtualization systems to log your servers, devices, applications & relationships
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Monitoring and Alert Systems: Integrations with SIEM Tools like Splunk
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Knowledge Repositories Integrations with Enterprise Content Management Systems like SharePoint
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Chat & Collaboration Tools: Gen-AI bots using Microsoft teams allowing end-users and technicians to interact freely with the ITSM system
Integration with Legacy Infrastructure
PleoData’s Gen-AI ITSM platform is designed to integrate easily with legacy infrastructure, allowing modernization effortlessly. It can easily integrate with businesses functioning within hybrid IT settings.
The system provides backward compatibility, ensuring effective connectivity with older ticket systems and CMDBs through file-based synchronization. This approach ensures that even the outdated platforms can take advantage of Gen-AI automation.
PleoData’s Gen-AI ITSM’s adaptive architecture allows facilities and data centres to implement Gen-AI in stages. This allows them to maintain operational stability while gradually transforming workflows. This adaptive approach reduces migration risks, enhances interoperability, and empowers teams to adopt Gen-AI capabilities without extensive process redesigns.
APIs, Connectors, Data Ingestion, and Data Security when Integrating other Systems
PleoData’s Gen-AI ITSM platform offers the following integrations:
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Seamless Integration – Connects easily with diverse IT systems for efficient, secure data exchange.
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APIs & Pre-Built Connectors – Works with ERP, monitoring tools and security platforms
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Instant Synchronisation – Connectors ensure real-time sharing of asset, incident, and service data.
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Intelligent Data Ingestion – Supports multiple formats; standardises data for accuracy and insights.
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Enhanced Analytics – Uniform data enables better reporting, predictive analysis, and root-cause detection.
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Robust Security – End-to-end encryption, RBAC (role-based access control), and secure API authentication safeguard sensitive information.
Deployment, Scalability & Local Customisation of Gen-AI ITSM
PleoData’s Gen-AI ITSM platform adapts to every organisation’s needs, offering flexible deployment models, scalable performance, and adaptive AI customisation.
Deployment Options
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Cloud – Fast setup, automatic upgrades, low maintenance, and high scalability.
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On-Premises – Full control over data security and governance; suited for strict compliance, but requires higher infrastructure investment.
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Hybrid – Combines cloud agility with on-premises security; ideal for sensitive data and gradual cloud adoption.
Customisation & Gen-AI Tuning
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Tailor Gen-AI models with enterprise datasets for more accurate incident categorisation, root-cause analysis, and sentiment detection.
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Adjust workflows, set custom triggers, and integrate knowledge bases to align with business policies and terminology.
Scalability for Growth
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Designed to handle high ticket volumes, distributed teams, and multi-department operations.
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Features load balancing, elastic compute, and smart caching for consistent performance even under heavy workloads.
Security, Privacy & Governance in Gen-AI ITSM Platform
Security and compliance are embedded at every stage of PleoData’s design.
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Adheres to ISO 27001 and Singapore PDPA standards.
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Data residency controls let you choose where information is stored.
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Safeguards include end-to-end encryption, RBAC, multi-factor authentication, and detailed audit logs.
Performance Scenarios Where PleoData Excels
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Speed in Incident Resolution: PleoData lowers resolution time automatically in environment where high ticket volume is witnessed. This is achieved by clustering similar incidents and recommending known fixes, minimizing response time by roughly 40%.
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Automatic First-Contact Resolution: Gen-AI assistance bots can plain point common requests and questions 24/7 effortlessly, leading to higher-first-contract resolution rates unlike traditional services desks.
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Seamless Integration Across Ecosystems: Our Gen-AI platforms monitor systems, connect legacy CMDBs, and advanced SaaS platforms using intelligent connectors, providing a uniform operational view without any difficulties.
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By integrating intelligent insights, automation and predictive abilities in a single platform, PleoData minimizes on manual workloads, incident recurrence and optimizes resource use.
Ready to Redefine IT Service Management with Gen-AI?
Transform your IT operations from reactive maintenance to proactive intelligence with PleoData’s Gen-AI ITSM platform. Whether your infrastructure is cloud-based, on-premises, or hybrid, PleoData enables seamless integration, data-driven decisions, and continuous optimisation through generative intelligence and learning.
Experience the future of ITSM today. Contact PleoData today to see how you can leverage Gen-AI to transform your IT service management.
FAQs
What is Gen-AI ITSM and how is it different from traditional ITSM?
Gen-AI ITSM uses Generative Artificial Intelligence that goes beyond static automation by continuously learning, predicting, and creating intelligent responses. On the contrary, traditional ITSM depends on structured data and predefined scripts.
How can PleoData’s Gen-AI ITSM improve my organisation’s service performance?
PleoData’s Gen-AI ITSM improves service performance by reducing ticket volumes, shortening resolution times, and predicting issues before downtime occurs.
Can Gen-AI ITSM integrate with my existing IT tools and legacy systems?
Yes, PleoData’s Gen-AI ITSM platform integrates seamlessly with existing IT Systems.
Is Gen-AI ITSM secure and compliant with data protection standards?
Yes, PleoData’s Gen-AI ITSM complies with ISO 27001, DPTM and Singapore’s PDPA. The platform uses end-to-end encryption, role-based access control (RBAC), multi-factor authentication, and audit trails to ensure all data and workflows remain fully secure.
Can PleoData’s Gen-AI ITSM be customised for different industries?
Yes. The Gen-AI ITSM system allows AI model tuning and workflow customisation to match industry-specific processes. Organisations can train Gen-AI models for more accurate incident classification and predictive analytics.