What Serviceware does

Serviceware SE is a German publicly-listed enterprise software company founded in 1998 and headquartered in Idstein, Germany, that provides an AI-native platform for digitalizing and automating enterprise service processes. The platform unifies Enterprise Service Management (ESM), IT Financial Management (ITFM) anchored on the proprietary Digital Value Model, Knowledge Management (SABIO), Corporate Performance Management (cubus), and Field Service Management under a single architecture with integrated agentic AI, a natural-language AI Process Engine, and no-code workflow orchestration. Serviceware's offering is organized around sub-brands including Serviceware Processes (helpLine), Serviceware Financial (anafee), Serviceware Resources (Careware), Serviceware Knowledge (SABIO), and Serviceware Performance (cubus), supplemented by Strategy Consulting and Managed Services — notably managed security services delivered as one of CrowdStrike's largest European partners.

The company generates revenue primarily through enterprise SaaS/subscription licensing of its modular platform (annual billing cadence, on-premise and cloud deployment options), complemented by professional services (ESM and ITFM consulting, value engineering, training via Serviceware Academy) and managed services (infrastructure, IT security). Its go-to-market combines direct enterprise field sales targeting DAX-40, FTSE 100, and major international enterprises (sales quotas exceeding €1M) with a partner ecosystem spanning CrowdStrike/Proofpoint/Vectra (security), Pure Storage/Dell/Cohesity/Keepit (data management), Tanium/Baramundi/Nexthink (endpoint), and the SI firm Materna. Serviceware serves more than 1,100 customers across 14 offices in 8 countries, including 18 DAX-listed companies and 5 of the 7 largest German enterprises (Volkswagen, Deutsche Post DHL, PETRONAS, Telefónica, Hapag-Lloyd, Migros, Petrobras, Sandvik, among others), and was recognized as one of only three Leaders in the Forrester Wave: IT Financial Management Software Q2 2026. The company completed its IPO on the Frankfurt Stock Exchange Prime Standard in April 2018 (ticker SJJ) and is led by founder-CEO Dirk K. Martin with Harald Popp (CFO) and Dr. Alexander Becker (COO).

Name

Serviceware

Legal name

Serviceware SE

Website

https://serviceware-se.com

Company type

Public

Founded year

1998

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Serviceware SE is a German publicly-listed provider of an AI-native enterprise service management platform serving 1,100+ large enterprises including 18 DAX companies, with subscription-based software covering ESM, IT financial management, knowledge management, and corporate performance management, supplemented by consulting and managed services.

Ownership category

akta.pro rank

Product category

Enterprise Service Management

NAICS

Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Enterprise Service Management (ESM) Platforms (HDAEALAB)

akta.pro secondary industries

IT Service Management (ITSM) Platforms (HDAEALAA), IT Knowledge Management & Service Desk Platforms (HDAEALAH), IT Incident, Problem & Change Management Platforms (HDAEALAI), Technical Documentation & Knowledge Management (Playbooks, Runbooks, Enablement Kits) (BPAEANAM), Enterprise Integration, iPaaS & Middleware Services (API/EDI) (BPAEAGAH)

Keywords

• Enterprise service management
• IT financial management
• Corporate performance management
• Knowledge management software
• Field service management

Headquarters

HQ city

Idstein

HQ country

Germany

HQ region

Europe

Offices6 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. Software Subscriptions: SaaS/subscription-based software licensing for the Serviceware platform modules including ESM, ITFM, Knowledge Management, CPM, and FSM. Revenue generated from software licenses with cloud and on-premise deployment options.
2. Professional Services & Consulting: Strategy consulting, ESM process consulting, and ITFM consulting services. Value engineering team helps customers unlock value from IT systems. Includes implementation support and training services.
3. Managed Services: Managed services including infrastructure solutions and operations support for customers' IT systems. Includes managed security services, particularly around CrowdStrike solutions.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

Serviceware provides an AI-native enterprise software platform that digitalizes and automates service processes across large organizations. The platform integrates Enterprise Service Management (ESM), IT Financial Management (ITFM), Corporate Performance Management (CPM), Knowledge Management, and Field Service Management (FSM) modules, complemented by strategy consulting, implementation services, and managed services.

Product overview

Serviceware provides an AI-native Serviceware Platform as the digital foundation for modern service organizations, combining enterprise service management, IT financial management, corporate performance management, knowledge management, and field service management. The platform operates as a unified solution with integrated AI capabilities (Agentic AI & Automation) and no-code workflow orchestration. Key products include: Serviceware Processes (helpLine) for IT service management; Serviceware Financial (anafee) for IT financial planning and TBM; Serviceware Resources (Careware) for resource management; Serviceware Knowledge (SABIO) for AI-powered knowledge management; and Serviceware Performance (cubus outperform) for corporate performance management. The portfolio is complemented by Field Service Management, Managed Services, Strategy Consulting, and IT Infrastructure solutions covering IT Security (partnering with CrowdStrike, Proofpoint, Vectra), Data Management (Pure Storage, Keepit, Dell, Cohesity), and Endpoint Management (Tanium, Baramundi, Nexthink). The company also offers Training through Serviceware Academy.

Differentiator

Problem solved

Functional benefit

Brands

• Serviceware Platform: AI-native enterprise service management platform serving as the digital foundation for modern service organizations.
• Serviceware Processes (helpLine)
• Serviceware Financial (anafee)
• Serviceware Resources (Careware)
• Serviceware Knowledge (SABIO)
• Serviceware Performance (cubus)
• Digital Value Model

Products and services

• Serviceware Platform AI-native enterprise service management platform serving as the digital foundation for modern service organizations. Unifies enterprise service, IT financial management, knowledge management, corporate performance management, and field service operations on a single platform for large enterprises.
• Enterprise Service Management (ESM) Connects processes, data, and teams across departments through an AI-powered, automated solution for enterprise-wide service management. Includes IT Service Management, HR Service Management, and Customer Service Management modules.
• IT Service Management (ITSM) Component of ESM focused on the organization and management of IT services, enabling automated ticket processing and service delivery for enterprise IT organizations.
• HR Service Management Component of ESM for implementing company-wide human resources processes, enabling automated HR service delivery across the enterprise.
• Customer Service Management Component of ESM for efficient handling of customer or citizen requests with integrated knowledge management capabilities.
• IT Financial Management (ITFM) Brings clarity to IT costs, budgets, and services, connecting IT spending to business outcomes. Includes the Digital Value Model, Technology Business Management, FinOps, Cloud Cost Management, Planning & Forecasting, Charging & Billing, Vendor & Contract Management, IT Cost Benchmarking, and Transfer Pricing capabilities.
• Corporate Performance Management (CPM) Combines strategy, budgeting, and reporting in one solution, enabling organizations to respond faster to change with AI-powered planning and analysis.
• Knowledge Management AI-powered solution delivering answers where they are needed, integrated into business processes to accelerate workflows with semantic search and FAQ automation.
• Field Service Management (FSM) Digitalizes field operations in real time, accessible anywhere, enabling efficient management of field service activities.
• Managed Services Managed services offerings complementing the software platform, including Wingman for CrowdStrike managed security services, IT infrastructure operations, and managed security services.
• Strategy Consulting Consulting services including ITFM Consulting, ESM Process Consulting, AI Strategy Development, Security & Compliance Consulting, and Process Optimization Consulting to help clients maximize value from Serviceware solutions.
• Serviceware Academy / Trainings Training services including workshops and skill development programs for customer enablement on Serviceware solutions.

Quantifiable outcome

• Automated service processes reduce handling effort of customer requests in individual process steps by 25 to 35 percent
• +1 more outcomes

Named customers19 records

Segments5 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability6 records

Feature6 records

Partnerships

Six partnerships are on record, tiered core, strategic and supporting.

• CrowdStrikecoreChannel Partner/ Reseller/ Distributor · 1 January 2026Serviceware is one of the largest and highest-revenue CrowdStrike partners in Europe. Together they support more than 250 companies including FFT, valantic, and LGI in implementing modern security architectures including endpoint protection, Managed Detection & Response (MDR), and cloud-native security services. Serviceware provides managed security services including 'Wingman for CrowdStrike'. Serviceware won CrowdStrike 2026 Europe Regional Growth Partner of the Year award.
• Technical University (TU) DarmstadtcoreStrategic or Co-development Partner · 12 September 2019Extensive cooperation and joint research in artificial intelligence with TU Darmstadt, one of Europe's leading AI research institutions. Led by Prof. Dr. Peter Buxmann. Includes establishment of AI innovation lab in Darmstadt with approximately 10 Serviceware employees plus university representatives. Cooperation focuses on applied AI for service processes and has produced integrated AI products for the ESM platform.
• Materna Information & Communications SEstrategicImplementation/ SI/ Consulting PartnerStrategic partner of Serviceware SE. Materna highly values the innovative strength of jointly distributed solutions. The new AI-native platform is described as a cutting-edge solution combining Serviceware's service and process expertise with innovative AI solutions as a real productivity booster for customers.
• CrowdStrike, Proofpoint, Vectra (IT Security)coreTechnology or IntegrationAs a certified partner of leading IT security providers including CrowdStrike, Proofpoint, and Vectra, Serviceware creates custom IT security solutions for customers. These partnerships enable secure and highly automated operations across customers' IT systems.
• Pure Storage, Keepit, Dell, Cohesity (Data Management)supportingTechnology or IntegrationCertified partner of leading data management providers including Pure Storage, Keepit, Dell, and Cohesity. These partnerships help customers transform their data management capabilities.
• Tanium, Baramundi, Nexthink (Endpoint Management)supportingTechnology or IntegrationPartnership with best-in-class endpoint management solutions including Tanium, Baramundi, and Nexthink. These enable automated centralized management, protection, and optimization of endpoints.

Scale indicators7 records

Recent moves8 records

Expansion highlights5 records

Broad incumbents

• ServiceNow: Market-leading enterprise service management and workflow platform with deep ITSM, HRSD, and customer service modules. Serviceware competes directly with ServiceNow across IT and ESM use cases in European mid-to-large enterprises, particularly where customers seek a more tailored, EU-data-resident alternative.
• BMC Software (BMC Helix): BMC Helix is a cloud-native ITSM and ESM suite with strong ITOM and ITFM offerings. Serviceware's Serviceware Financial (anafee) and Serviceware Processes (helpLine) compete most directly with BMC in ITFM/TBM and mid-market ITSM in Germany and continental Europe.
• IFS (IFS Cloud): IFS delivers enterprise software spanning FSM, EAM, and ERP with AI-powered service management capabilities. Relevant broader competitor to Serviceware's FSM and CPM modules in asset-heavy industries (manufacturing, energy) where Serviceware counts customers such as Sandvik, PETRONAS, and Holcim.

Direct peers

• Ivanti: Provider of IT service management, asset management, and endpoint security (Unified Endpoint Management). Comparable to Serviceware's ITSM and endpoint management partnerships with Tanium/Baramundi/Nexthink, and competes in the same enterprise IT operations purchasing decisions.
• Atlassian (Jira Service Management): Jira Service Management is a leading ITSM tool favored by mid-market and digital-native enterprises. Overlaps with Serviceware in IT and ESM workflows, particularly with developer-adjacent teams and organizations seeking per-user SaaS pricing.
• Freshworks (Freshservice): Freshservice is an AI-enabled ITSM and ESM suite with Freddy AI capabilities targeting mid-market and enterprise. Like Serviceware, it emphasizes ease of use, AI-driven automation, and modular pricing, making it a close functional peer for SMB/enterprise ITSM buyers.
• EasyVista: EasyVista provides ITSM, ITFM, and self-help knowledge management solutions to mid-market and large enterprises, with strong traction in Europe and North America. Closely comparable to Serviceware in ITFM scope and in the agentic-AI self-service functionality roadmap.

Regional players

• TOPdesk: Dutch-headquartered ITSM and ESM vendor focused on the Benelux, DACH, and UK enterprise and public-sector markets. Comparable as a European mid-sized ESM specialist with a similar customer mix, including public administration where Serviceware also sells (Rastatt district, Deutsche Flugsicherung).
• Matrix42: German enterprise service management and workspace management vendor headquartered near Frankfurt. Competes head-to-head with Serviceware in the DACH mid-market for ITSM, IT asset management, and digital workplace, with comparable use cases and customer profiles.

Emerging players

• Moveworks: AI-native employee service and helpdesk automation platform that competes with Serviceware's AI Process Engine and AI assistants for enterprise IT, HR, and finance support. Represents the new wave of AI-first service desk players capable of disrupting traditional ESM suites.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/serviceware
• Xx.com/serviceware

Revenue estimate

Valuation estimate

Number of profiles

Profiles10 records

Subsidiaries14 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A3 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Serviceware