> For the complete documentation index, see [llms.txt](https://cerebree.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cerebree.gitbook.io/docs/deeptech-ai/hrx/usms.md).

# USMS

HRX-SeOS / uSMS is the IT Service Management implementation within HRX. It handles incident management, service requests, change management, and governance traceability across the full IT operations lifecycle.

uSMS stands for Universal Service Management System. It is built on the same SeOS architecture as Work-CRM and HR Services, meaning IT operations data is not locked in a separate tool. An incident pattern in the service desk can inform capacity planning in HR. A recurring change request tied to a specific client can flag an account risk in CRM.

This cross-domain visibility is what separates uSMS from standalone ITSM tools like ServiceNow or Jira Service Management. Those platforms do IT service management well in isolation. uSMS does it as part of a connected enterprise intelligence system.

Core capabilities include ticket classification and routing, SLA tracking, incident resolution workflows, change and release management, configuration management, and full governance traceability with immutable audit trails.

Every order, approval, handoff, and decision is logged. Not as a compliance afterthought, but as a native function of the platform.