nara or USU Orchestrate ITSM
An AI-native ITSM that resolves requests right down to the laptop.
nara and USU Orchestrate ITSM are both AI-native ITSM systems hosted in Germany. With nara, the AI takes requests in Teams chat and by phone and fixes the problem itself, right on the device. nara starts alongside your existing system within one to two weeks, and the price is on our website.
The difference in brief
USU Orchestrate ITSM is the new ITSM from USU GmbH, based in Möglingen, Germany, launched on 15 Oct 2026. It is SaaS only and hosted by a hyperscaler in Germany. AI agents take on tasks within limits you set; in incident management they detect similar cases and suggest diagnostic steps and solutions. Licensing is per end user, and USU bills resolved requests, tickets and changes by consumption. USU does not publish prices. [1][2]
nara is an AI-native ITSM with every module in one price, published on nara.de. The AI takes the request in Teams or by phone, checks the device, fixes the problem and records every step in the ticket. You set it up in your own words, without consultants. nara runs alongside your existing ITSM within one to two weeks and, if you want, replaces it in about six weeks, with your ticket history.
Who this comparison is for
You are looking for a new ITSM with AI.
Then nara and USU Orchestrate ITSM are probably both on your list. This page shows where they differ, with dated sources.
You want AI in the service desk without switching right away.
Within one to two weeks, nara works alongside your ITSM, takes on tickets and documents every case there. You decide later whether and when to switch.
Comparison at a glance
Information on USU Orchestrate ITSM comes from the vendor's public sources. The numbered sources are listed at the end of the page.
nara
AI-native ITSM
USU Orchestrate ITSM
As of November 2026
CMDB and asset management
Yes, CMDB with discovery and license management
Yes, CMDB and a register for hardware, software, SaaS and cloud resources [2]
AI resolves requests itself
Yes, from request to closure
Approvals and control
You decide which steps need approval; every action is recorded in the ticket
Microsoft Teams
Chat, calls and approvals
Requests by phone
Yes, with a dedicated phone number and Teams calls
Not mentioned on the product page [2]
Client management
Included: software distribution, patches, Windows installation and inventory
Not in the feature overview [2]
Setup
In your own words, without consultants or programming
With standardized best-practice processes, for example based on ITIL [2]
Getting started
Alongside your ITSM in 1–2 weeks, full switch in about 6 weeks
Productive “in days rather than months”, depending on data migration, integrations and scope [2]
Prices
On nara.de: ITSM €2.50 to €0.25 per employee per month, every module, plus a nara plan
Per end user, plus resolved requests, tickets and changes by consumption; AI without token billing; no prices published [1]
Operation
Cloud in Germany; for large enterprises also entirely in your own data center, AI included
AI processing
Exclusively in the EU, no training on your data
For USU's AI platform, data stays in Germany or the EU, according to USU [5]
Where USU Orchestrate ITSM is strong
What speaks for USU, based on the vendor's own information.
Plenty of ITSM experience.
USU cites more than 35 years of ITSM expertise and experience from more than 3,000 ITSM implementations. Gartner, Forrester and Research In Action regularly assess USU solutions. [2]
The ITIL processes are there from the start.
Service desk, incident, problem, change, service level and service request management are included, plus a CMDB and a register for hardware, software, SaaS subscriptions and cloud resources. [2]
Where nara leads
The AI fixes the problem itself, right down to the laptop.
Someone writes in Teams that the printer won't print. nara checks the queue, restarts the print service and closes the ticket with its findings. nara Edge makes this possible: it runs on Windows, macOS and Linux and only opens outbound connections. For incident management, USU describes AI agents that detect similar incidents, suggest diagnostic steps and provide proposed solutions. The product page does not mention actions on devices. [2]
Employees ask in Teams and by phone.
In Teams chat, by Teams call, on a normal phone number or in the nara app. On the phone, nara recognizes the caller and, for example, unlocks an account or resets a password. Employees give approvals right in the chat. For Orchestrate ITSM, USU describes an AI-powered self-service portal as the entry point for employees; the product page does not mention Teams or the phone. [2]
Client management is part of it.
nara distributes software and patches to every device, installs Windows and keeps the inventory, through nara Edge. Ticket system and client management become one product, with every module in one price. Client management does not appear in the feature overview of USU Orchestrate ITSM. [2]
Start alongside your system.
Within one to two weeks, nara works alongside your existing ITSM and documents every case there. You don't have to replace anything. When you want to switch, we move your ticket history, knowledge articles and assets at a fixed price, from any system. The full switch takes about six weeks. At USU, according to the vendor, the time to a productive start depends on data migration, integrations and scope; the product page does not describe running alongside another ITSM. [2]
Set up in your own words.
You describe categories, forms, SLAs, approvals and permissions the way you would explain them to a colleague. nara builds it, tests it and only goes live after your approval. Changes work the same way: you say what should be different. You need neither programming nor consultants.
Your tickets show what nara takes on.
With read access to your ticket system, we show within one to two weeks which requests nara handles from day one and how much time your team gets back.
What it costs
nara publishes its prices. The ITSM costs €2.50 per employee per month, tiered down to €0.25 from the 2,501st employee (tiers), with every module and as many IT agents as you need. On top comes a nara plan from €1,500 per month, which covers the AI's work. Annual billing takes 15% off the ITSM and the plan. As long as your old ITSM contract runs, you pay nothing for the nara ITSM, for up to 12 months.
USU licenses Orchestrate ITSM by the number of end users served. USU bills resolved requests, tickets and changes by actual annual consumption and managed assets by an annual average. USU does not bill the AI agents by tokens; a fair-use policy is meant to keep costs predictable. [1] As of 6 Nov 2026, USU has not published prices, so we do not calculate a three-year cost here. In a quote, ask for the price per end user, per resolved request, per ticket, per change and per asset.
Questions about nara and USU Orchestrate ITSM
Yes. nara includes a ticket system, self-service portal, service catalog, problem and change management, SLAs, CMDB with discovery and license management, every module in one price. There is also an AI that resolves requests itself in Teams, by phone and on the device.
Sources
usu.com, USU Launches USU Orchestrate ITSM - IT Service Management on an AI-Native Platform, press release of 15 Oct 2026, retrieved 6 Nov 2026.
usu.com, USU Orchestrate ITSM, product page with feature overview and FAQ, retrieved 6 Nov 2026.
usu.com, IT Service Management, portfolio overview with USU Orchestrate ITSM and USU IT Service Management (German), retrieved 6 Nov 2026.
usu.com, Integration von ITSM mit Microsoft Teams, Ticket2Teams and Knowledge2Teams modules of the USU IT Service Management Suite (German), retrieved 6 Nov 2026.
usu.com, USU: Souveräne KI aus Europa (German), retrieved 6 Nov 2026.
