SURVUZ Foundation is working with its Product Partners to further optimize the most common management tools in order to better support the management system and the workflows of the service organization. The tools that fully pass the USM audit are listed on the USM website.

We distinguish two types of tools:

  1. Tools that support the coordination of workflows and the administration of infrastructure: service management tools
  2. Tools that support the modelling and administration of the organization and the routines; BPM tools ("business process modeling")

The audit is conducted by certified tool auditors, based on a requirements document that is managed by the SURVUZ Foundation. In the functional specifications for service management tools, the must-have features and the nice-to-have features are laid down. Request an audit here.

1. Service management tools

Clientele ITSM

The first service management tool that passed the USM audit is Clientele from Mproof.

Clientele passed the audit cum laude: the full 100% of the requirements were covered. This means that the Clientele tool is demonstrably fully capable of supporting all USM workflow management functions.

With Clientele, Mproof focuses on a position as a generic workflow management system for IT Service Management.


The second service management tool that passed the USM audit is OTRS, an open-source product.

OTRS also passed the audit cum laude, and thus provides full support for all requirements that USM sets for a mature state-of-the-art workflow management system.

OTRS is an open-source product. The administrator therefore only needs to have knowledge of USM to set up the tool as a qualified USM workflow tool. There is no certified provider available for this open-source product.

2. BPM tools


The first BPM tool that passed the USM audit is ProJuze, a PRO468 product.

PRO468 has built ProJuze on MediaWiki. The tool can be used for the traditional BPM function that defines the organization, the routines (at the level of process, procedure, and work instruction), and the relationships between them (the RACI). A BPM tool also provides important document management functionality.

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