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This solution pack is a proven implementation pattern for modernizing IT service management: fast ticket triage, safer automations, and measurable resolution improvements. It combines agent workflows, permission-aware retrieval, and integrations with your ITSM stack.
Triage agent: classifies incoming tickets (incident, request, access, change), extracts key entities, and routes to the right queue with consistent tagging. It reduces noise by detecting duplicates and spotting missing information early.
Knowledge agent (RAG): searches your approved knowledge sources and proposes a resolution with citations. This improves first-contact resolution while keeping answers grounded in your internal documentation.
Automation workflow: executes safe actions (reset password, restart service, request approval) with guardrails, audit logging, and rollback-friendly design. Human-in-the-loop steps are supported when required.
Reporting: dashboards for response time, resolution rate, and automation impact. Combine with observability to track agent quality and costs.
Start with a workflow mapping session: identify your top ticket categories, the systems involved, and the approvals you need. Then pilot one queue with clear success metrics.