Deliver better support, resolve issues faster
Centralize every ticket your team handles, meet deadlines without the stress, and let AI take care of the repetitive work. All in one place.
Companies that trust Defender360
Used by regulated businesses across Brazil.
All in one hub — 7 capabilities, one platform
What is Defender360 ITSM
It's the platform where your team manages all IT support in one place: tickets, changes, problems, assets, and the knowledge base, with automation built in and every company's data kept completely separate.
Built for teams that need control
IT teams, managed service providers, and operations that demand deadlines, traceability, and accountability.
Ready to scale
From 5 to 5,000 tickets per month, with every company's data fully isolated.
Truly built for Brazil
Native BCB 538 and LGPD compliance, Portuguese-language support, and billing in R$.
Why Defender360 ITSM
Everything your team needs to deliver great support, built for companies and IT teams that need real control.
Complete end-to-end service management
Tickets, problems, changes, service requests, SLAs, knowledge base, and asset inventory, all on one platform.
AI that works alongside your team
AI classifies, prioritizes, and suggests resolutions in real time, learning directly from your own knowledge base.
Built for multi-client operations
Every client's data stays completely separate, with a single subscription and consolidated dashboards for teams managing multiple companies.
Password unlock without opening a ticket
Your users unlock their accounts and reset their passwords on their own, securely. Fewer tickets for IT and a complete audit trail.
Every module you need, fully integrated
Each module talks to the others. This isn't a loose bundle of tools, it's one unified platform.
Tickets & Incidents
Organize every ticket in one place, with automatic deadlines, smart routing, and priority based on business impact.
SLA Management
Deadlines are calculated automatically and pause when a ticket is on hold. You get alerts before anything breaches.
Knowledge Base
Always-current articles with intelligent search. AI surfaces the right article right when your agents need it.
Asset Inventory (CMDB)
Know exactly what's running in your environment, how everything connects, and the impact of every change.
Change Management
Approve changes with confidence: configurable approvals, maintenance windows, and a documented rollback plan every time.
Aegis AI Copilot
AI classifies tickets, suggests responses, and executes actions with your approval, working across every module.
The Agent Interface, live
Everything your team needs to resolve a ticket, on a single screen.
A real view of the Defender360 Agent Portal.
The best security platforms, standalone or unified in Defender360
We come from managed services: you can hire each platform with our curation and support, or let Defender360 unify them all in your ITSM. Either way, you run on the best of each category.
Monitoring & RMM
On its own it delivers: Visibility and remote control of every device, with inventory, failure alerts, and maintenance without disrupting the client.
⚡ With Defender360: every device enters the CMDB and every alert becomes a ticket with automatic priority, no manual opening.
Backup & ransomware protection
On its own it delivers: Automatic backup and fast recovery, with active ransomware defense for critical data.
⚡ With Defender360: each backup's status is recorded in the CMDB and feeds the BCB 538 compliance report automatically.
Endpoint protection (EDR/XDR)
On its own it delivers: Next-gen antivirus, EDR, and policies that block threats on every machine.
⚡ With Defender360: each detection becomes an incident in the ITSM and enriches the security posture of assets in the CMDB.
MDR/SOC 24/7
On its own it delivers: A SOC of analysts monitoring and responding to threats 24/7, without you building an in-house team.
⚡ With Defender360: security events and incidents are synced and become traceable tickets in your workflow.
Companies that transformed their IT operations
We consolidated our IT operation and compliance monitoring into a single platform. What used to require several tools and spreadsheets now has full traceability — and audit visibility is on another level.
Érito Neto
CPTO — Director of Product & Technology · OZ Câmbio
IT support no longer lives in email and spreadsheets. Tickets, SLAs, and assets now move together, and the team stopped firefighting. Portuguese support and the local context made a real difference.
Giovandro Reis Tavares
Business Director · View FS
As a regulated institution, we needed real control and traceability in our IT operation. Centralizing tickets, assets, and compliance in a single platform gave us the governance and visibility that the board and regulators require.
Rafael Ferrão, CFA
Managing Director — Business Director · Banco Caixa Geral Brasil
Defender360 Security AI
Managed security with round-the-clock monitoring and native BCB 538 and LGPD compliance. Fully integrated with ITSM, security alerts automatically become tickets in your queue.
Frequently asked questions about Defender360 ITSM
What you need to know before you buy.
A typical onboarding takes 1 to 2 weeks, with our implementation team supporting every step, including setting up the service catalog, the SLAs, and importing your existing data. Your team starts handling real tickets within the first weeks, with no long operational downtime.
It doesn't have to be. Defender360 ITSM has ready-made import tools to migrate data from 9 different platforms, including tickets, contacts, and asset inventory, and our onboarding team follows the process end to end to make sure nothing is lost. The result is a tool switch with no noticeable impact on day-to-day operations.
The platform is multi-tenant with data isolation at the database level, using Row Level Security in PostgreSQL, so each company accesses only its own records through a rule enforced in the database, not just in the application. Data is also kept with residency in Brazil. This architecture is the same standard that supports MSPs running dozens of clients on the same platform, without one ever seeing another's data.
Yes. The BCB 538 compliance module monitors the backup status of critical assets, fires an automatic alert when a backup goes past 7 days without running, and keeps the inventory always up to date, serving as organized evidence for the auditor. Because data operates with residency in Brazil, your company also meets a core LGPD requirement on data location, reducing the manual work of gathering evidence on the eve of an audit.
Yes. The integration with RMM tools automatically syncs monitored devices, turns alerts into tickets inside the support workflow, and feeds the BCB 538 report with the remotely collected backup status. This eliminates opening a ticket manually from each alert and keeps the CMDB and monitoring always aligned.
The platform scales from small teams, with 2 to 3 agents, up to operations with hundreds of users, without you having to switch tools as the company grows. So today's investment keeps paying off even as the volume of tickets and assets increases. Talk to our sales team to find the plan best suited to the size of your operation.
Isolated tools work day to day, but in a real incident the team loses minutes jumping between screens to piece things together — and it is exactly in the gap between layers (for example, antivirus and backup that do not talk to each other) that the problem slips through. The 7-in-1 Hub closes that gap: one unified view, with every action tied to a ticket.
In security, fragmentation is what favors the attacker. A single point of contact means coordinated response and recovery from hours to minutes; and for audit and data-protection compliance, a centralized log is what ensures it. The Hub also orchestrates market-leading solutions (Datto, Acronis, Bitdefender) — you are not locked into a single technology.
It does not replace your team or your MSP — it gives them a 7-in-1 view that resolves tickets around 3x faster and delivers real-time compliance reports to leadership. The best results come from those who already run an IT operation and want to professionalize it.
Rollout is assisted and runs in parallel until you fully trust the platform, with migration by department and real-time backup validation. Our team carries the weight of the migration; yours just validates. Nothing critical changes without your approval.
Ready to modernize your IT operations?
Talk to our team and see how Defender360 ITSM handles your IT management end to end.