IT Service unifies core IT Infrastructure Library (ITIL) processes, service catalog fulfillment, asset visibility, and governance into a single AI-powered platform. By combining real-time agentic reasoning with deterministic workflows, IT Service automates routine resolution, deflects repeat tickets, and maintains complete visibility across your infrastructure while keeping human oversight firmly in control.
Use an AI agent to detect, triage, and resolve routine incidents instantly while analyzing historical patterns across cases to uncover root causes. By combining deterministic ITIL logic with real-time reasoning, you can eliminate manual ticket routing and stop recurring issues before they escalate.
Plan, evaluate, and execute changes using built-in predictive risk modeling. An AI agent enforces guardrails that flag potential outages prior to approval and coordinates release dependencies, allowing teams to deploy faster without breaking production environments.
Eliminate the manual overhead of managing complex SLA logic while keeping IT accountable to key service commitments. Configure SLA policies, modify rules, and enforce entitlements automatically with an agent using simple natural language commands.
Speed up any employee request, ranging from software provisioning to hardware fulfillment, through a conversational AI experience instead of static portals. Deploy pre-built catalog items to get teams up and running fast while an AI agent automates routine requests behind the scenes and keeps humans in the loop when required.
Ground AI agents in your enterprise knowledge to resolve IT issues automatically, handling everything from VPN troubleshooting to instant incident logging. When complex tickets are resolved, Agentforce generates and updates knowledge articles directly from the fix, keeping your self-service documentation accurate without manual overhead.
Use agents to engage employees directly in Slack, Microsoft Teams, web portals, or mobile. Maintain natural, consistent conversations across every channel, backed by the same secure data and unified context, no matter where a request originates.
Manage the entire hardware lifecycle, from sourcing to disposal, with AI to handle routine workflows and maintain accurate asset data. Smart recommendations, such as selecting the optimal stockroom based on location, combine with human approval to speed up fulfillment and cut waste due to over-purchasing.
Maintain a dynamic, continuously updated system of record for your entire IT infrastructure with zero manual data entry. Harness over 200 out-of-the-box and custom configuration items to give teams a single source of truth that dramatically improves data integrity and service reliability while using CMDB agents to search and update CIs automatically.
Gain real-time and batch visibility into every asset across your IT landscape, automatically identifying new instances and databases the moment they appear. Keep your CMDB populated with accurate configuration items and relationships without manual tracking, and use Jamf or Microsoft Intune integrations to keep everything in sync.
Map real-time connectivity between configuration items within a single enterprise graph of your infrastructure, applications, and services. Prioritize issues by business impact to help teams detect, prevent, and resolve critical incidents faster.
Author policies with AI assistance and maintain a real-time view of organizational risk directly linked to live controls, frameworks, and assets. Operating natively within your IT service environment keeps policy and control changes continuously connected to the systems and hardware they govern.
Replace scattered emails and disconnected tasks with structured action plans and clear ownership whenever a compliance issue or control failure occurs. Tie remediation directly to live controls and policies to give teams full visibility from initial detection to final closure.
Eliminate the annual audit fire drill by establishing a centralized system to collect, review, and verify evidence with a complete chain of custody. Keep your organization continuously audit-ready rather than scrambling under deadline pressure.
Protect sensitive data by enforcing data masking, clear policy guardrails, and a unified trust framework across every autonomous action and human handoff. Ensure your AI agent operates within strict enterprise security standards as data moves between IT and compliance systems.
Our move to IT Service was a strategic decision to trade legacy complexity for modern, agentic AI.
Rohit AyyagariVP of Technology, Sunrun
With Agentforce, CoolSys will improve operational efficiency while delivering a more seamless and scalable IT support experience.
Danny RodriguezCIO, CoolSys
We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers.
Rich CarpenterVP of Communications and Operations, EPB
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