Exploring Simplified IT Service Management
Simplified IT Service Management (Simplified ITSM) provides simplified and automated implementation for administrators, and unified user experience for employees and fulfillers.
Simplified ITSM users
| User | Description |
|---|---|
| Administrator | Implements and sets up Simplified ITSM. |
| Employee or requester | Requests help, submits tickets, checks status, uses the employee portal, browses the catalog, or accesses knowledge. |
| Fulfiller or service desk agent | Resolves incidents and requests through a simplified, AI-first workspace that supports guided actions and faster issue resolution. |
Simplified ITSM benefits
| Benefit | Feature | Users |
|---|---|---|
| Automated and simplified admin experience | - Guided setup process that helps administrators through each step with contextual assistance - Installation with default presets for each customer - Contextual learning resources - Conversational AI Agents to configure ITSM workflows through natural language from a single admin UI page. | Administrator |
| Simplified AI-native employee experience | - Employee Center portal with an automated self-service and browsing experience - AI-driven deflection and triage of employee issues via prebuilt requester AI agents and AI Search. - Integration support for Microsoft Teams and Slack experience to deflect incidents. - Requester surveys for incident and requested item. | Employee or requester |
| Simplified AI-native fulfiller experience | - Agentic workflows that evaluate, triage, draft smart responses, and suggest resolution steps. - Contextual AI support for instant summaries, resolution notes, knowledge articles, and next steps. - A role-based manager dashboard that gives insights into team performance metrics and backlog \(for incident and requested items\). | Fulfiller or service desk agent |
Parent Topic:Simplified IT Service Management