Serviceware SE: ESM platform becomes AI-native – higher degree of automation in service processes at all levels

Idstein (pta010/03.12.2024/09:00 UTC+1)

Serviceware SE: ESM platform becomes AI-native – higher degree of automation in service processes at all levels

• Artificial intelligence (AI) at the heart of the ESM platform: new platform release available now
• Companies can use the AI Process Engine integrated into the ESM platform to build their own processes without expert knowledge or to use pre-configurable process packages.
• The first AI-native process package from Serviceware for IT service management is now available.

Idstein, 3 December 2024 Serviceware SE ("Serviceware", ISIN DE000A2G8X31) continues to push the expansion of Artificial Intelligence at all levels of the Serviceware ESM platform and revolutionises the automation of service processes through the new AI-native core of the platform. With the new AI Process Engine, the Serviceware platform gets a "new" centrepiece based on Artificial Intelligence for creating workflows, data modelling and designing dialogues. This means that companies can use a wide range of functions and tools to define, categorise and describe new service processes even more efficiently and considerably more easily. The Serviceware platform, which has been further optimised by the new AI-native core, provides support in all service areas, such as Service Automation and Service Lifecycle Management, based on textual descriptions, thereby replacing complex programming by IT experts. Until now, the automation of service processes required the intervention of experts from specialist departments or consultants. Now, thanks to the "new simplicity", companies can automate processes of all kinds even faster, design their digital workflows more flexibly and intuitively, and thus increase the overall level of automation in Enterprise Service Management. This results in greater efficiency, speed and competitiveness through an improved customer experience.

Among other things, the platform uses Artificial Intelligence to create workflows based on descriptions of desired processes in natural language and suggests process flows or helps with layout suggestions for designing user-friendly dialogues. Self-service portals and best-practice solutions for service management complete the offering.

Furthermore, Serviceware offers companies with the ESM platform the possibility to use pre-configurable process packages of Serviceware in addition to the creation of their own processes. A first pre-configured AI-native process package for IT service management has been available for companies since the beginning of December. Serviceware plans to launch process packages for other services as well. The aim is to automate, control and optimise all service processes with the AI-based Serviceware platform.

Dirk Martin, CEO of Serviceware, at the launch event at the Serviceware AI Competence Centre in Darmstadt: ''Artificial Intelligence is the game changer in automating service processes. We are driving this revolution forward by providing companies with an AI-native ''do it yourself'' tool for the first time to easily define and design service processes across the entire range of our platform. It is also possible to make quick and flexible adjustments to market conditions without technical expertise. It is sufficient to define and describe the processes in plain language; AI then sets up the complete process on this basis. For more standardised requirements and fields of application, we also provide preconfigured packages and will continue to expand this offering. With the new AI Process Engine, we are underpinning our strong position in digital service processes."

Tobias Unger, Group Director Product at Serviceware: ''The new release of the Serviceware platform with the AI Process Engine as the core element of the AI-based workflow functions is the latest service management offering from Serviceware. With state-of-the-art technology, completely new and developed AI-natively, it enables customers to digitalise service processes faster, easier and more cost-efficiently and to automate even complex processes economically.''

About Serviceware

Serviceware is a provider of software solutions for the digitalization and automation of service processes (Enterprise Service Management), with which companies can increase their service quality and manage their service costs efficiently.

The Serviceware Platform consists of seamlessly integrated software solutions that can also be used independently of each other. Since 2018, Serviceware has been focusing on the potential of artificial intelligence in service management. Today, AI is the central innovation factor of the Serviceware Platform, which is constantly being further developed in the company's own AI competence center in cooperation with TU Darmstadt.

Serviceware partners with customers from strategic consulting through the definition of the service strategy to the implementation of the Serviceware Platform. Further components of the portfolio are safe and reliable infrastructure solutions as well as managed services.

Serviceware has more than 1,000 customers worldwide from various business sectors, including 18 DAX companies, as well as 5 of the 7 largest German companies. The head office of Serviceware is in Idstein, Germany. Serviceware employs more than 450 people at 14 international locations.

For more information, please visit www.serviceware-se.com.

Media Relations
edicto GmbH
Axel Mühlhaus/Doron Kaufmann
Tel. +49(0) 69/905505-52
Email: investor-relations@serviceware-se.com

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Emitter:	Serviceware SE Serviceware-Kreisel 1 65510 Idstein Germany
Contact Person:	Investor Relations edicto GmbH
Phone:	+49 69 90550552
E-Mail:	serviceware@edicto.de
Website:	www.serviceware-se.com/de
ISIN(s):	DE000A2G8X31 (Share)
Stock Exchange(s):	Regulated Market in Frankfurt; Free Market in Berlin, Dusseldorf, Stuttgart, Tradegate