What are the top benefits & advantages of using IT Service?

The main advantages of implementing IT Service stem from its shift to an agentic model: Faster Issue Resolution: By providing instant, conversational IT support and automating actions, IT Service reduces the time employees spend waiting, leading to immediate resolution for common problems. More Productivity: AI agents autonomously handle a high volume of routine requests, leading to massive ticket deflection and freeing IT staff to focus on complex incidents. Delighted Employees and Improved Employee Experience (EX): Employees receive modern, instant support across IT and HR conversationally right where they work in Slack and Microsoft Teams. Reduced IT Costs: The high rate of case deflection and efficiency helps organisations significantly slash costs compared to running legacy ITSM solutions.

What are the key features of IT Service and how does it stand out from other solutions?

IT Service stands out because it leverages agentic AI—a technology where agents are autonomous, can reason, and take action—going beyond the capabilities of reactive chatbots or copilots common in older ITSM platforms. Here are the core features: IT Service Desk: A unified, agentic workspace for human IT teams to solve issues with AI agents. It acts as the command centre for complex ITIL processes, like Incident, Change, and Problem Management. AI Agents for Employees: Autonomous AI agents that resolve common issues, like password resets and access requests, 24/7 in Slack, Microsoft Teams, and employee portals. AI Agents for IT Teams: Assistive AI agent to work alongside IT support teams, helping them perform tasks, like incident summaries, root-cause analysis, and resolution recommendations. Agentic CMDB and Discovery: A built-in, intelligent Configuration Management Database (CMDB) that automatically maps and maintains a comprehensive graph of all IT infrastructure, applications, and services. It provides a living map of asset connectivity and dependencies. Expansive Partner Ecosystem: 100+ pre-built connectors and integrations from partners like Google, IBM, Microsoft, Oracle NetSuite, Workday, Zoom, and more.

How does IT Service work?

IT Service reimagines IT Service Management (ITSM) by integrating AI agents directly into the employee's flow of work. It operates through the following steps: Immediate Intake: An employee initiates contact by simply asking a question or describing a problem using conversational language within their preferred collaboration tools (like Slack or Teams). There are no forms or tickets needed to start. Intelligent Diagnosis: The Atlas Reasoning Engine immediately engages. It grounds the query by accessing your organisation's trusted, secured knowledge base in Data 360 and cross-references it with the status of a company's technology using the Agentic CMDB. This process allows the AI to understand the full context of the issue and quickly identify its root cause. Autonomous Resolution: Based on the diagnosis, the AI agent performs an intelligent action. For most routine requests it executes a complete fix, such as performing a necessary system reset, granting access permissions, or running a diagnostic script, achieving high self-service rates and case deflection. Seamless Escalation: If the issue is highly complex or requires physical attention, the AI agent transfers the request to the appropriate human IT team member. Crucially, it provides the technician with a complete summary of the conversation and all steps already taken, ensuring a fast, informed handoff without requiring the employee to repeat themselves. Then the technician can resolve the issue using the IT Service Desk. This agentic approach bypasses the traditional, time-consuming steps of logging, triaging, and manual routing, delivering instant, end-to-end service resolution.

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IT Service Management

Deliver 24/7 agentic resolutions for every employee.

IT support should solve problems, not create them. Our IT Service solution unifies your services, assets, and workflows on a single platform, so AI agents can resolve IT incidents autonomously, 24/7, right where employees work. Don’t just add another integration. Experience a fundamentally better IT Service Management (ITSM) experience built on the #1 service platform.

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What is IT Service?

Our IT Service solution is built for the way IT teams actually work, not bolted onto a legacy platform hoping something sticks. Our orchestrated AI agents resolve incidents autonomously, using secure real-time data, so your team stops managing tickets and starts delivering outcomes. Unlike point solutions that drain budgets and stall implementations, Agentforce delivers fast time-to-value on the world’s most trusted service platform. Native. Intelligent. Built to scale with your workforce from day one.

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How can IT Service help your business?

Reach resolutions faster

Equip every employee with an AI agent that solves IT issues instantly, wherever they work.

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Solve issues before they escalate

Proactively detect and resolve problems with an agentic Service Desk that takes action for your teams.

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Drive strategic value for leaders

Gain full visibility and drive down costs by consolidating IT Service onto a single platform.

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Get started quickly

Go live fast with out-of-the-box artefacts, then customise on top to fit your needs.

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Resolve issues instantly with AI agents

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Stop bouncing employees between portals and chat windows. Paige the IT & HR employee agent meets them where they already work, understands their intent, and resolves incidents and requests autonomously, 24/7. From simple service catalogue requests to complex, multi-step issues, Paige automatically orchestrates specialised subagents behind the scenes to handle the workflow. One secure interface for every IT and HR need.

Scale IT productivity with AI agents purpose-built for the full ITIL lifecycle, supporting your team right where they work in Slack or Teams. From managing routine incidents and major outages to generating knowledge articles, agents handle complex workflows right in the flow of work.

Detect and resolve performance issues before employees ever feel them. Powered by out-of-the-box integrations that connect instantly to your IT stack, AI agents automatically resolve disruptions, keeping employees informed and work uninterrupted. When outages do occur, instant briefings and automated updates ensure business continuity, while the Agent Control Centre gives IT teams total observability, deep analytics, and real-time guardrail management.

Incident Analysis Agent updating cases in real-time.

Every resolved incident makes your IT agents smarter. Agents automatically capture resolutions as knowledge articles, spot recurring patterns across tickets, and recommend fixes before the same issue resurfaces elsewhere, cutting down on routine tickets over time.

Continuous Learning, Continuous Improvement

Amplify IT Service Desk productivity with agents

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Give your team total visibility and control across every incident, problem, and change request from a single, centralised service desk. AI agents detect, triage, and resolve routine incidents instantly, uncovering root causes before they escalate, while predictive risk modelling flags potential outages and coordinates release dependencies. Built on ITIL best practices, your team resolves issues faster and deploys changes without breaking production.

IT Service Desk console showing an agent helping to solve an IT incident.

Scale IT productivity with AI agents purpose-built for the full ITIL lifecycle. From managing routine incidents and major outages to generating knowledge articles, agents handle complex workflows right in the flow of work. By combining deterministic ITIL logic with probabilistic reasoning, these agents adapt dynamically to context—orchestrating multi-step solutions autonomously so your experts can focus on high-priority strategic projects.

Handle high-volume requests like software provisioning and password resets out of the box. Powered by multi-agent orchestration across 100+ connectors, specialised sub-agents coordinate complex workflows in real time to increase time to value, boost productivity, and reduce costs.

A workflow showing how to change a password.

Unify automated workflows across incident, problem, change, request, knowledge, and release management on a single platform. With real-time AI suggestions and automated routine steps, your team resolves issues faster, reduces errors, and delivers consistent service at scale.

An AI agent helping to solve an IT incident.

Unify your CMDB and Service Graph with real-time visibility

Get a single view of your organisation and real time connectivity between configuration items with an enterprise graph of your infrastructure, apps, and services all in one place. Quickly detect, prevent, and predict service issues by prioritising by business impact to resolve critical incidents faster.

Manage your IT infrastructure with a dynamic system of record that continuously updates in real time with no manual entry. Use 200+ out of the box and custom configuration items to create an accurate single source of truth for all your assets and dependencies. This ensures data integrity, reduces risk, and improves service reliability across the entire organisation.

A dashboard showing CMDB details and configuration items.

Gain end to end visibility of every asset across your entire IT landscape with real time and batch discovery. Simplify discovery with automation that scans your environment, identifies new instances and databases, and populates your CMDB with accurate configuration items and relationships.

A dashboard showing visibility across the IT landscape.

Proactive Hardware Asset Management

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Agents automate equipment reclamation and other manual workflows, unifying inventory and your CMDB on one data model. Use our out-of-the-box agent or your own, with smart, human-approved recommendations keeping IT in full control. Employees can request and track hardware right in Slack or Teams, faster, with policy enforced automatically.

Automatically Manage Assets from Sourcing to Disposal

See the real-time state and location of every device, kept accurate through automated replenishment, audits, and status updates. Recover forgotten stock and reassign existing inventory to cut waste and over-purchasing. Structured, auditable stockroom transfers replace manual spreadsheets, keeping data trustworthy and maximising hardware ROI.

Asset 360 keeps assets and your CMDB in bidirectional sync, with out-of-the-box dashboards for instant visibility into inventory and fulfilment. Full asset timelines and HAM Analytics surface ageing devices and bottlenecks before they become problems. Financials, warranties, and contracts stay accurate automatically, and disposal decisions are easier with direct links to incidents and changes.

Deliver scalable, secure, and compliant IT Service — all the time

Learn more about IT Compliance

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Scale IT operations without adding complexity or overhead. Unifying your data and agents on a single platform eliminates fragmented tools, keeps every automated action fast and context-aware, and lowers total cost of ownership while giving you the agility to meet growing enterprise demands.

Implement AI across your organisation without compromising control. Built-in data masking, clear guardrails, and a trusted framework for autonomous actions and human handoffs ensure every agentic interaction meets your enterprise security standards.

Put governance, risk, and audit readiness on autopilot by operating Agentforce IT Compliance within your IT environment. By connecting policies and regulatory controls directly to live assets and workflows, IT Compliance replaces manual spreadsheet tracking with continuous risk visibility, collaborative policy authoring, and automated audit evidence collection.

Go from zero to a working agent in minutes — not months. Salesforce Go and AIForce get you up and running with no separate implementation project required, backed by out-of-the-box specialised agents, catalogue items, connectors, and integrations that are already efficient on token consumption because the right context is built in. The longer you run it, the smarter the system gets, so your admin burden gets lighter over time.

Easy to Configure with Salesforce Go and AIForce

Rohit Ayyagari, VP of Technology at Sunrun

Our move to IT Service was a strategic decision to trade legacy complexity for modern, agentic AI.

Rohit Ayyagari

VP of Technology, Sunrun

With Agentforce, CoolSys will improve operational efficiency while delivering a more seamless and scalable IT support experience.

Danny Rodriguez

CIO, CoolSys

Rich Carpenter, VP of Communications and Operations at EPB

We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers.

Rich Carpenter

VP of Communications and Operations, EPB

IT Service Management Pricing

Find the right IT Service option for your business needs.

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AI Agent for Employees

Action-oriented agents that deliver resolutions in the flow of work.

$ 15

USD/User/Month

Unmetered Agentforce actions for employee usage
Proactively resolve your IT & HR needs with AI-driven workflows
Omnichannel support across Slack, Teams, Portal, and Chat
Out-of-the-box agents for IT + HR with 50+ pre-built service catalogue items

IT Service Desk - Enterprise Edition

The modern hub to unify IT services, processes, and assets on a single trusted platform.

$ 75

USD/User/Month

End-to-end incident, problem, and change management
Unified request and knowledge management
CMDB, Discovery, and Service Graph for end-user devices

IT Service Desk - Unlimited Edition

An agent-first service desk with proactive AI and 24/7 lights-out automation.

$ 150

USD/User/Month

Everything in EE + Generative AI capabilities, including automated incident creation from email and chat, AI-generated problem and knowledge articles, and intelligent incident assignment
Predictive AI capabilities like SLA Breach, Major Incident & Change Risk score prediction
Advanced Tableau Dashboards

This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.

Agentforce (flex credits) and Mule for Flow (workflows & connectors) are included in IT and HR Service products, and are unmetered.

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Data 360

Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.

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IT Service Management FAQ

IT Service is Salesforce's conversational, AI-driven service desk solution designed to reinvent internal IT support and enhance the employee experience.

It shifts the traditional IT Service Management (ITSM) model away from tickets, forms, and long waits, instead providing instant, real-time issue resolution directly within the collaboration tools employees already use, such as Slack, Microsoft Teams, and employee portals. The goal is to let autonomous AI agents handle repetitive, low-value tasks so that human IT teams can focus on strategic, higher-value work. This is the new era of IT service, built to replace legacy ITSM complexity.

The main advantages of implementing IT Service stem from its shift to an agentic model:

Faster Issue Resolution: By providing instant, conversational IT support and automating actions, IT Service reduces the time employees spend waiting, leading to immediate resolution for common problems.
More Productivity: AI agents autonomously handle a high volume of routine requests, leading to massive ticket deflection and freeing IT staff to focus on complex incidents.
Delighted Employees and Improved Employee Experience (EX): Employees receive modern, instant support across IT and HR conversationally right where they work in Slack and Microsoft Teams.
Reduced IT Costs: The high rate of case deflection and efficiency helps organisations significantly slash costs compared to running legacy ITSM solutions.

IT Service stands out because it leverages agentic AI—a technology where agents are autonomous, can reason, and take action—going beyond the capabilities of reactive chatbots or copilots common in older ITSM platforms. Here are the core features:

IT Service Desk: A unified, agentic workspace for human IT teams to solve issues with AI agents. It acts as the command centre for complex ITIL processes, like Incident, Change, and Problem Management.
AI Agents for Employees: Autonomous AI agents that resolve common issues, like password resets and access requests, 24/7 in Slack, Microsoft Teams, and employee portals.
AI Agents for IT Teams: Assistive AI agent to work alongside IT support teams, helping them perform tasks, like incident summaries, root-cause analysis, and resolution recommendations.
Agentic CMDB and Discovery: A built-in, intelligent Configuration Management Database (CMDB) that automatically maps and maintains a comprehensive graph of all IT infrastructure, applications, and services. It provides a living map of asset connectivity and dependencies.
Expansive Partner Ecosystem: 100+ pre-built connectors and integrations from partners like Google, IBM, Microsoft, Oracle NetSuite, Workday, Zoom, and more.

IT Service reimagines IT Service Management (ITSM) by integrating AI agents directly into the employee's flow of work. It operates through the following steps:

Immediate Intake: An employee initiates contact by simply asking a question or describing a problem using conversational language within their preferred collaboration tools (like Slack or Teams). There are no forms or tickets needed to start.
Intelligent Diagnosis: The Atlas Reasoning Engine immediately engages. It grounds the query by accessing your organisation's trusted, secured knowledge base in Data 360 and cross-references it with the status of a company's technology using the Agentic CMDB. This process allows the AI to understand the full context of the issue and quickly identify its root cause.
Autonomous Resolution: Based on the diagnosis, the AI agent performs an intelligent action. For most routine requests it executes a complete fix, such as performing a necessary system reset, granting access permissions, or running a diagnostic script, achieving high self-service rates and case deflection.
Seamless Escalation: If the issue is highly complex or requires physical attention, the AI agent transfers the request to the appropriate human IT team member. Crucially, it provides the technician with a complete summary of the conversation and all steps already taken, ensuring a fast, informed handoff without requiring the employee to repeat themselves. Then the technician can resolve the issue using the IT Service Desk.

This agentic approach bypasses the traditional, time-consuming steps of logging, triaging, and manual routing, delivering instant, end-to-end service resolution.

Yes! IT Service can be deployed alongside your existing ITSM. Deploy employee-facing agents in your preferred System of Engagements (Slack, Microsoft Teams, WhatsApp, email, SMS, Voice) and keep your current system of record (SOR) as it is. Your IT teams can continue to manage their IT work where they’re comfortable as our AI Agents transform the way your organisation offers IT Service. Over time, the importance and size of your legacy ITSM will shrink—as will your reliance on it—and you’ll soon be able to migrate off of it naturally to our next-gen, AI Agent-first IT Service Desk.

IT Service Management FAQ

The main advantages of implementing IT Service stem from its shift to an agentic model:

Faster Issue Resolution: By providing instant, conversational IT support and automating actions, IT Service reduces the time employees spend waiting, leading to immediate resolution for common problems.
More Productivity: AI agents autonomously handle a high volume of routine requests, leading to massive ticket deflection and freeing IT staff to focus on complex incidents.
Delighted Employees and Improved Employee Experience (EX): Employees receive modern, instant support across IT and HR conversationally right where they work in Slack and Microsoft Teams.
Reduced IT Costs: The high rate of case deflection and efficiency helps organisations significantly slash costs compared to running legacy ITSM solutions.

IT Service Desk: A unified, agentic workspace for human IT teams to solve issues with AI agents. It acts as the command centre for complex ITIL processes, like Incident, Change, and Problem Management.
AI Agents for Employees: Autonomous AI agents that resolve common issues, like password resets and access requests, 24/7 in Slack, Microsoft Teams, and employee portals.
AI Agents for IT Teams: Assistive AI agent to work alongside IT support teams, helping them perform tasks, like incident summaries, root-cause analysis, and resolution recommendations.
Agentic CMDB and Discovery: A built-in, intelligent Configuration Management Database (CMDB) that automatically maps and maintains a comprehensive graph of all IT infrastructure, applications, and services. It provides a living map of asset connectivity and dependencies.
Expansive Partner Ecosystem: 100+ pre-built connectors and integrations from partners like Google, IBM, Microsoft, Oracle NetSuite, Workday, Zoom, and more.

IT Service reimagines IT Service Management (ITSM) by integrating AI agents directly into the employee's flow of work. It operates through the following steps:

Immediate Intake: An employee initiates contact by simply asking a question or describing a problem using conversational language within their preferred collaboration tools (like Slack or Teams). There are no forms or tickets needed to start.
Intelligent Diagnosis: The Atlas Reasoning Engine immediately engages. It grounds the query by accessing your organisation's trusted, secured knowledge base in Data 360 and cross-references it with the status of a company's technology using the Agentic CMDB. This process allows the AI to understand the full context of the issue and quickly identify its root cause.
Autonomous Resolution: Based on the diagnosis, the AI agent performs an intelligent action. For most routine requests it executes a complete fix, such as performing a necessary system reset, granting access permissions, or running a diagnostic script, achieving high self-service rates and case deflection.
Seamless Escalation: If the issue is highly complex or requires physical attention, the AI agent transfers the request to the appropriate human IT team member. Crucially, it provides the technician with a complete summary of the conversation and all steps already taken, ensuring a fast, informed handoff without requiring the employee to repeat themselves. Then the technician can resolve the issue using the IT Service Desk.

This agentic approach bypasses the traditional, time-consuming steps of logging, triaging, and manual routing, delivering instant, end-to-end service resolution.

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Our move to IT Service was a strategic decision to trade legacy complexity for modern, agentic AI.

With Agentforce, CoolSys will improve operational efficiency while delivering a more seamless and scalable IT support experience.