CITSmart® is a broad hyperautomation and digital transformation suite that brings together ITSM (IT Service Management), ESM (Enterprise Service Management), CSM (Customer Service Management), low-code, and a government ERP. InvGate Service Management is an ITSM and ESM platform with integrated IT Asset Management that IT teams deploy and configure on their own, without relying on consultants.
That difference in scope is the starting point for this comparison. If you already use CITSmart or are evaluating it, the table below sums up the criteria that matter most in the decision.
Why compare InvGate Service Management and CITSmart?
CITSmart is the platform developed by Central IT, and anyone searching for Central IT CITSmart will find a solution widely used by public agencies, universities, and private companies in Brazil. That is why IT teams already working with CITSmart ITSM, or that have it on their shortlist, often compare it with other platforms before renewing a contract or starting a new procurement.
This comparison is for two profiles: IT teams at private companies that need to structure Service Management quickly, and public sector teams that want to understand what each platform covers before deciding.
A note on this comparison: InvGate develops and sells InvGate Service Management, one of the platforms reviewed here. We are committed to factual accuracy, a neutral tone, and verified data. Every piece of information about CITSmart comes from its official website or official documentation, and when there is no public data, we say so.
InvGate Service Management vs CITSmart: a comparison by decision criteria
The table below compares both platforms across 11 criteria that usually drive an ITSM decision, from main focus to implementation. CITSmart information comes from its official website and official documentation, reviewed in November 2026.
| Criterion | InvGate Service Management | CITSmart |
| Main focus | ITSM and ESM with integrated IT Asset Management | Hyperautomation and digital transformation suite: ITSM, ESM, CSM, low-code, and ERP |
| Certified ITIL processes | PeopleCert accreditation for 15 ITIL practices | PeopleCert accreditation for 13 ITIL practices |
| Incident, Problem, and Change Management | Native, with traceability across all three processes | Included among the automated practices |
| Service catalog | Unified, no-code catalog for every department | Portfolio and Catalog Management |
| IT Asset Management | Native integration with InvGate Asset Management | IT Asset Management and IT Discovery and Inventory |
| CMDB | Through InvGate Asset Management, with CIs and their relationships | Included in Workflow & Service Management |
| Workflow automation | Visual no-code editor, no scripts or consultants | Intelligent Digital Workflow and iPaaS integration |
| Low-code | Not applicable: configuration is no-code | Enterprise Low Code to build web and mobile apps |
| AI | AI Hub: virtual agent, response suggestions, and ticket summaries | AI agents, AURA chatbots, and AIOps |
| Channels | Self-service portal, email, Microsoft Teams, Slack, and WhatsApp | WhatsApp, Telegram, Slack, Facebook Messenger, and webchat |
| Implementation | In weeks, without relying on consultants | Implementation, customization, and support service from Central IT |
What is InvGate Service Management?
InvGate Service Management is a no-code ITSM and ESM platform for managing incidents, requests, problems, and changes in a single interface. IT teams build workflows, automations, and custom fields themselves with a visual editor, with no development or consultants, and extend the same model to HR, Facilities, and other departments.
The features that matter most in this comparison are:
- Unified service catalog: employees find everything they can request from IT, HR, or Facilities in a single portal, without guessing which team should get the request.
- No-code automation: the drag-and-drop visual editor lets teams set up routing, multi-step approvals, and escalations without scripts, and every later change is made by the team itself.
- SLAs: Service Level Management applies policies by ticket type, priority, or department, with automatic alerts before a target is missed.
- Integrated IT Asset Management: with InvGate Asset Management, agents see the user's device, its history, and the related CIs (configuration items) in the CMDB (Configuration Management Database) right inside the ticket.
- AI: the AI Hub brings together the virtual service agent in Microsoft Teams, Slack, and WhatsApp, plus response suggestions and ticket summaries for agents.
What is CITSmart?
CITSmart is Central IT's software suite for Service Management, hyperautomation, and digital transformation. According to its official website, its current version, CITSmart X, brings ITSM, ESM, CSM, low-code, AI agents, and government solutions together in a 100% web-based ecosystem focused on automating IT and business processes.
For anyone asking what is CITSmart, the key point is that it is not just an ITSM tool. The CITSmart X documentation explains that the platform goes beyond IT and is made up of connected applications, such as Workflow & Service Management, Enterprise Low Code, Enterprise Agility Management, AIOps, chatbots, and an ERP.
According to official sources, the suite includes:
- ITSM, ESM, and CSM: Workflow & Service Management, formerly called ITSM, manages IT and business services, and the official website presents integrated ITSM, ESM, and CSM management as one of the platform's capabilities.
- Low-code: Enterprise Low Code lets teams build web and mobile apps, modernize legacy systems, and integrate their technology stack.
- AI agents: the platform offers AI agents, generative AI chatbots (AURA), and AIOps for IT operations.
- Government version: CITSmart GRP is Central IT's government ERP, with modules such as asset registry, warehouse, ombudsman, and a citizen portal.
- ITIL certification: the official website states that 21 processes hold Pink Elephant's PinkVERIFY certification, including Incident Management, Change Management, IT Asset Management, and Configuration Management.
When does InvGate Service Management make sense?
InvGate Service Management is the better fit when the priority is to structure IT Service Management quickly and independently. Three concrete scenarios:
- IT needs ITSM, assets, and a CMDB on the same platform. When an employee opens a ticket, the agent needs to know right away which device they use, whether it is under warranty, and which CIs a change could affect. With the native integration between InvGate Service Management and InvGate Asset Management, that context shows up in the ticket, and Incident, Problem, and Change Management stay connected to CMDB data.
- Implementation has to happen in weeks. Teams that can't wait for a long project configure the catalog, workflows, and SLAs with the no-code visual editor and go live in weeks. Since every adjustment is made by the team itself, the platform keeps up with process changes without extra consulting hours.
- HR, Facilities, and other departments want the same service level as IT. ESM is native: each department runs its own forms, workflows, and SLAs inside the same catalog, with no custom development and no silos between teams.
When does CITSmart make more sense?
CITSmart can be the better option when the need goes beyond Service Management and involves other systems across the organization. Two scenarios where Central IT's suite stands out:
- Public agencies that need the government version or the GRP. Government departments, courts, and other institutions looking for a government ERP, with modules for asset registry, warehouse, ombudsman, document management, and a citizen portal, will find CITSmart GRP designed for public administration.
- Custom low-code projects. Organizations that want to build their own applications, modernize legacy systems, or create portals and mobile apps from a single platform can take advantage of Enterprise Low Code and Central IT's implementation and customization services.
User reviews
Reviews from people who use each platform every day help round out the comparison. Below are the average ratings on the main review sites, checked in November 2026.
- InvGate Service Management on Gartner Peer Insights: 4.9 out of 5, with 481 ratings.
- InvGate Service Management on G2: 4.6 out of 5, with 20 reviews.
- InvGate Service Management on Capterra: 4.6 out of 5, with 108 reviews.
- CITSmart on Gartner Peer Insights: 4.8 out of 5, with 29 ratings.
Conclusion: InvGate Service Management or CITSmart?
The choice depends on the scope of the problem you need to solve. If your organization is looking for a suite that covers ITSM, citizen services, low-code, and a government ERP, CITSmart offers that broad scope, backed by Central IT's implementation and customization services.
If the focus is to structure IT Service Management with IT Asset Management and a CMDB on the same platform, extend the service desk to other departments, and have the autonomy to adjust every process, InvGate Service Management was built for that. Implementation takes weeks, with no reliance on consultants, and the team configures everything with a no-code editor.
Explore InvGate Service Management, start a 30-day free trial, or talk to our Sales team to see how the platform fits your operation.
Frequently asked questions
What is CITSmart X?
CITSmart X is the current version of Central IT's CITSmart suite. It is a 100% web-based ecosystem that combines ITSM, ESM, CSM, low-code, and AI for hyperautomation.
What is the difference between InvGate Service Management and CITSmart?
CITSmart is a broad suite with ITSM, ESM, CSM, low-code, and a government ERP. InvGate Service Management is no-code ITSM and ESM, with integrated IT Asset Management and implementation in weeks.
Is CITSmart used in the public sector?
Yes. Central IT offers government solutions such as CITSmart GRP, an ERP with modules for asset registry, ombudsman, and a citizen portal.
What ITIL certification does InvGate Service Management have?
InvGate Service Management processes are accredited by PeopleCert, the organization that owns ITIL. The accreditation covers 15 ITIL practices, including Incident, Problem, and Change Management.
