SimpleOne Releases ITSM 2.0.0 with AI Assistant on Service Portal

SimpleOne, part of the ITG corporation, has released version 2.0.0 of ITSM. The main innovation is an AI assistant on the self-service portal. The user describes their request in free text, and the system finds the relevant service, knowledge base article, or known error, and generates a pre-filled form of the appropriate request type. The AI assistant works with data already in the system: service catalog, standard request templates, knowledge base, announcements, and known errors. Implementation does not require process re-engineering. According to the developers, typical issues are resolved through self-service, known problems do not generate repeat incidents, and complex requests reach specialists with pre-filled fields and context. The update also includes a Known Error Database (KEDB) on the portal, which helps reduce downtime and the number of requests. Additionally, communication capabilities have been expanded: comments from messengers and email are added to the record on behalf of the user, and when mass-completing incidents, a service note can be left for all records at once.