IT Support.
From request to resolution.

IT Request Intake

Request Structuring

Understands employee IT requests from natural language and converts them into structured service requests with relevant fields populated.

Issue Classification

Issue Classification

Classifies IT issues by category, urgency, affected service, and request type to ensure correct routing and prioritization.

IT Knowledge Search

IT Knowledge Retrieval

Searches approved IT documentation and knowledge sources for troubleshooting instructions, known solutions, and relevant runbooks.

Troubleshooting Assistant

Guided Troubleshooting

Guides users and agents through approved troubleshooting steps in sequence and recommends appropriate next actions based on responses.

Incident Management

Incident Lifecycle Management

Creates, updates, assigns, and manages IT incidents throughout their lifecycle from detection to closure.

Service Request Management

Service Request Tracking

Creates and tracks employee requests for IT services such as software access, hardware, account changes, and configuration.

Access Request

Access Provisioning

Handles structured requests for access to applications, systems, and internal resources through defined approval and provisioning workflows.

IT Escalation

Escalation Management

Escalates unresolved or high-priority IT issues to the appropriate technical team or on-call engineer with full context.

IT Notification

Employee Status Updates

Sends employees automated updates about service request status, incident progress, approvals, and resolution confirmations.

IT Summary

Resolution Summary

Summarizes the request, troubleshooting steps taken, resolution details, and any outstanding actions for the IT record.

ServiceNow

ITSM Platform

Manages IT incidents, service requests, changes, and knowledge articles through ServiceNow's ITSM platform.

Jira

Issue Tracking

Tracks IT issues, tasks, and service requests as Jira tickets with full workflow visibility for technical teams.