SimpleOne Releases ITSM 2.0.0 With an AI Assistant on the Self-Service Portal

published at: 27 July 2026

SimpleOne (the applied business systems division of ITG Corporation) has released ITSM 2.0.0. The product's headline update is an AI assistant built into the self-service portal: users describe their request in plain language, and the system finds the right service, knowledge base article, or known error on its own, then prepares a pre-filled request form of the appropriate type.

The AI assistant works with data that already exists in the system — the service catalog, standard request models, the knowledge base, announcements, and known errors. Users describe their situation in their own words, and the system understands the intent behind the request, finds the relevant material, and helps them reach a resolution: it can surface a workaround, point to a planned-maintenance announcement, or help fill out a request. Rolling it out doesn't require restructuring existing processes — the AI assistant strengthens whatever is already configured. It no longer matters how complex the portal's structure is: the assistant finds what the user needs and helps shape the request in the most efficient way possible.

For businesses, this changes the economics of support. Routine questions get resolved through self-service, known issues stop generating repeat incidents, and complex requests reach specialists already filled out with full context. First-line workload drops without adding headcount. For employees and customers, the portal becomes far more intuitive — they just describe their situation in their own words, and the assistant finds the answer, matches the right service, or prepares the request form. For the service provider, simple issues get resolved early and never reach specialists at all, freeing up resources previously spent on routine work to focus on improving services instead. The AI assistant works equally well for any service function — IT, HR, finance, or legal.

"We spent years waiting for a technology that would actually solve the portal problem. Chatbots didn't cut it — they turned out to be too primitive. Generative AI combined with enterprise search across corporate data is exactly what was needed. It speaks the user's language and understands the company's context. It no longer matters what your service portal looks like or how the information inside it is organized — now, for the people using your services, everything just works as efficiently as possible."
Andrei Vishnyakov
Chief Business Product Officer, SimpleOne; ITIL 4 Master, ITIL 3 Expert, Practitioner

The release also adds a Known Error Database (KEDB) to the portal: it reduces service downtime, lets users resolve common issues on their own, and helps cut down on support tickets overall. Ratings and feedback on each article accumulate in the system, making it possible to keep improving the knowledge base based on real user input.

Communication and collaboration features for specialists have also been expanded. Comments from messaging apps and email are now added to a record's activity feed under the sender's name, and if the sender isn't registered in the system, their message automatically creates a new user inquiry. When closing incidents and requests in bulk, specialists can now add an internal note to all the records being closed at once. The incident form has gained a service relationship widget, contextual required fields for the "External Processing" and "On Hold" statuses, and protection against accidental edits to auto-filled fields on child incidents.