Citsmart
Citsmart is a Brasília-headquartered software vendor that builds the CITSmart ITSM/ESM platform, primarily serving Brazilian federal, state and municipal government agencies, with growing AI-driven automation, training services, and select private-sector deployments.
- Company typePrivate
- Founded2005
- HeadquartersDallas, United States
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What Citsmart does
Citsmart (legal entity Central IT Soluções em Tecnologia da Informação Ltda.) is a Brasília-headquartered software and IT-services company that has built and commercialized an enterprise service-management platform since its founding around the mid-2000s, with its primary customer base concentrated in Brazilian federal, state and municipal government agencies. The core product is a multi-tenant ITSM/ESM suite covering incident, request, change, problem, CMDB and asset-management processes, and the company claims the largest concentration of PinkVERIFY certifications (21) globally — a credentialing asset that is technically difficult for competitors to replicate.
The platform has been progressively extended into hyperautomation, low-code process orchestration and a layered set of AI features under the CITSmart X banner released in November 2024, including chatbots, AI agents, a hypercognitive mesh architecture, AIOps, an LGPD-compliance assistant branded Legal Lens, and a CITSmart Athena AI suite. Underlying technology is multi-tenant cloud SaaS with low-code customization, and delivery is supplemented by a dedicated training subsidiary, UniCIT, which runs ITSM/ITIL certifications and was reinforced by a 2023 partnership with PeopleCert.
Commercial operations center on multi-year enterprise contracts with large public-sector customers such as the Ministry of Social Development (MDS), Ministry of Sports, SME São Paulo, Sefaz-DF and the Government of the Federal District (GDF), alongside private-sector references including Perto, Cielo and Dasa. Revenue mechanics combine platform subscriptions with implementation, customization and managed-services revenue, supported by an in-house training/certification business; the company describes itself as having more than 1,200 collaborators, though third-party sources list 51–100 core employees, implying a substantial contingent or outsourced delivery overlay.
Citsmart firmographics
Firmographics- Name
- Citsmart
- Legal name
- Central IT
- Website
- https://citsmart.com.br
- Company type
- Private
- Founded year
- 2005
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- Citsmart is a Brasília-headquartered software vendor that builds the CITSmart ITSM/ESM platform, primarily serving Brazilian federal, state and municipal government agencies, with growing AI-driven automation, training services, and select private-sector deployments.
- Ownership category
- akta.pro rank
Citsmart industry classification
Industry- Product category
- IT Service Management / Enterprise Service Management Software
- NAICS
- Software Publishers (5132), Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming Services (7371), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Enterprise Service Management (ESM) Platforms (HDAEALAB)
- akta.pro secondary industries
- IT Incident, Problem & Change Management Platforms (HDAEALAI), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), IT Governance, Risk & Compliance (IT GRC) Platforms (HDAEALAK), Enterprise Case Management & Request Fulfillment Platforms (HDAEALAJ)
Keywords
Where Citsmart is headquartered
LocationHeadquarters
- HQ city
- Dallas
- HQ country
- United States
- HQ region
- North America
Offices3 records
Markets served
Citsmart business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- Enterprise Software Licenses and Subscriptions: CITSmart X platform licensing as an enterprise SaaS solution with subscription-based pricing. The platform is sold as a comprehensive suite covering ITSM, ESM, CSM (Customer Service Management) with various modules.
- Implementation and Professional Services: Professional services for system implementation, configuration, deployment, and integration with legacy systems. Includes consulting for digital transformation projects and ITIL methodology adoption.
- Custom Development and Integration: Low-code platform services and custom application development for specific business needs using the company's development tools and methodologies.
Go-to-market motion2 records
Distribution channels3 records
Marketing channels10 records
Citsmart product offering
Product offeringCore offering
Citsmart develops and sells an enterprise software platform for IT Service Management (ITSM), Government Resource Planning (GRP), CRM, HCM, and digital workflow automation. The flagship unified offering, CITSmart X, integrates ITSM, GRP, CRM, People/HCM, low-code development, iPaaS integration, AI capabilities (Athena) and AIOps into a single platform aimed at digitizing operations of large organizations, particularly Brazilian public-sector agencies.
Product overview
Citsmart offers a comprehensive suite of enterprise software solutions organized across multiple categories: IT Management (ITSM, AIOps, Observability, IT Discovery), Human Resources (CITSmart People with AI capabilities), Customer Service (Omnichannel, Chatbots, Cognitive Supervisor), Government ERP (CITSmart GRP for public sector), Healthcare (CITSaúde), AI & Automation (CITSmart Athena, Hypercognitive Mesh, Low Code, iPaaS), Relationship & Sales (CRM), Administrative/Financial (OKR, Booking, Purchasing), and Legal. The core CITSmart X platform unifies ITSM, ESM, and CSM capabilities with 21 PinkVERIFY-certified ITIL processes, while specialized vertical solutions address government, healthcare, and financial sectors. AI capabilities are embedded throughout via autonomous agents, chatbots, AIOps, and generative AI features.
Differentiator
Problem solved
Functional benefit
Brands
- CITSmart X: Next-generation ITSM platform with AI-powered hypercognitive capabilities, featuring 21 PinkVERIFY certified ITIL processes.
- CITSmart People
- CITSmart GRP
- CITSmart GRP - Portal do Cidadão
- CITSmart GRP - Portal do Contribuinte
- CITSmart Athena
- CITSaúde
- CITSmart CRM
- Disque Social 121
- Disque Esporte
- Clube de Descontos do GDF
- Legal Lens
- CITEHC
Products and services
- CITSmart X Unified enterprise platform combining ITSM, GRP, CRM, HCM, low-code, iPaaS and AI capabilities, sold to large organizations — primarily Brazilian government agencies — to digitize and automate end-to-end service and operational workflows.
Quantifiable outcome
- 10x faster digital solution delivery using Low-Code, Workflow and AI technologies in 30-day cycles
- +2 more outcomes
Companies that use Citsmart
Customer profileNamed customers5 records
Segments8 records
Ideal customer profiles2 records
Citsmart technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability10 records
Feature10 records
Citsmart partnerships and signals
Strategic signalPartnerships
Three partnerships are on record, tiered core and minor.
- PeopleCertcorePeopleCert accredits Central IT as an ITIL supplier, integrating the company into the select group of accredited providers worldwide. The partnership involves joint promotion of ITIL best practices and includes podcast collaborations featuring PeopleCert architects.
- Pink Elephant (PinkVERIFY)corePink Elephant certifies CITSmart X through the PinkVERIFY program, validating 21 ITIL-aligned processes - the highest certification count globally. This partnership establishes CITSmart as a globally recognized ITSM solution meeting international quality standards.
- GartnerminorCITSmart X is positioned in Gartner Peer Insights 'Voice of the Customer' report, which provides comprehensive views of customer experience with technology solutions based on verified end-user reviews.
Scale indicators6 records
Recent moves8 records
Expansion highlights6 records
Citsmart competitors and assessment
Company assessmentDirect peers
- Freshworks (Freshservice): Cloud-based ITSM and customer service suite (Freshservice, Freshdesk) targeting mid-market and enterprise customers. Closely overlaps CITSmart's ITSM, ESM and omnichannel customer engagement offerings with a SaaS delivery model.
- Zendesk: Customer service and engagement platform with omnichannel, AI bots and workforce engagement. Overlaps with CITSmart's omnichannel customer service, AI chatbot and cognitive supervisor modules.
- ManageEngine (Zoho): Provides IT service management, IT asset management, observability and CRM-style help desk products targeted at IT and business operations teams. Comparable to CITSmart's ITSM, AIOps, observability and low-code stack.
- Ivanti: Unified IT service management, IT asset management, endpoint security and experience management platform. Overlaps CITSmart's ITSM, IT discovery/inventory and observability modules with strong enterprise and public-sector footprint.
- Jira Service Management (Atlassian): IT service management and ESM product tightly integrated with Jira and Confluence, popular with technical and DevOps-oriented teams. Comparable as an ITSM/ESM competitor with a developer-first, agile-friendly positioning.
Broad incumbents
- BMC Software (Helix ITSM): Long-established ITSM, ITOM and digital service management vendor with Helix ITSM and Remedy platforms. Directly comparable to CITSmart X on ITIL-aligned ITSM, with broader enterprise reach and a long-standing public-sector presence.
- Salesforce (Service Cloud): Customer service, CRM and case management platform with omnichannel engagement and AI agents (Einstein). Comparable to CITSmart's omnichannel customer/citizen engagement, CRM and AI agent capabilities, but at global hyperscaler scale.
- ServiceNow: Global leader in ITSM, ESM and customer service management on a single Now Platform. Directly comparable in ITSM/ESM product scope to CITSmart X, but at vastly larger scale, with broader geographic reach and enterprise customer base.
- SAP (Public Sector / SuccessFactors): Global enterprise applications vendor with public sector, HR (SuccessFactors) and CRM/customer experience offerings. Comparable to CITSmart GRP, CITSmart People and CRM in scope, with global scale and deep government footprint.
Regional players
- SoftExpert: Brazilian enterprise software vendor offering GRC, BPM, quality management and service desk suites. Comparable as a Brazilian/LATAM-based platform addressing compliance, quality and service management for government and enterprise customers.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
Citsmart social profiles
Digital presenceCitsmart compliance and trust
Trust signalCompliance2 records
Citsmart financial estimates
Financial estimateRevenue estimate
Valuation estimate
Citsmart leadership team
Management profileNumber of profiles
Profiles7 records
Citsmart subsidiaries and ownership
Company hierarchySubsidiaries1 record
Citsmart funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Citsmart M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Citsmart
What does Citsmart do?
Citsmart develops and sells an enterprise software platform for IT Service Management (ITSM), Government Resource Planning (GRP), CRM, HCM, and digital workflow automation. The flagship unified offering, CITSmart X, integrates ITSM, GRP, CRM, People/HCM, low-code development, iPaaS integration, AI capabilities (Athena) and AIOps into a single platform aimed at digitizing operations of large organizations, particularly Brazilian public-sector agencies.
Is Citsmart a public or private company?
Citsmart is a private company. It is classified as unknown and is currently operating.
When was Citsmart founded?
Citsmart was founded in 2005. It employs 51 to 100 people.
Where is Citsmart based?
Citsmart is headquartered in Dallas, United States, in the North America region.
How does Citsmart make money?
Three revenue lines are on record. Enterprise Software Licenses and Subscriptions are the primary driver. The others are implementation and Professional Services and custom Development and Integration.
Who are Citsmart's main competitors?
Direct peers on record are Freshworks (Freshservice), Zendesk, ManageEngine (Zoho), Ivanti and Jira Service Management (Atlassian). Broad incumbents are BMC Software (Helix ITSM), Salesforce (Service Cloud), ServiceNow and SAP (Public Sector / SuccessFactors). SoftExpert is listed as a regional player.
Does Citsmart have an API?
No public API is recorded for Citsmart.
What industry is Citsmart in?
Citsmart's product category is IT Service Management / Enterprise Service Management Software. Its primary akta.pro industry code is HDAEALAB, Enterprise Service Management (ESM) Platforms, with a secondary code of HDAEALAI, IT Incident, Problem & Change Management Platforms. Its NAICS code is 5132 and its SIC code is 7372.