Agentic AI for ITSM Operations
Training Foundation: The Agentic AI model is trained on comprehensive ITSM datasets from enterprise platforms including ServiceNow, Jira Service Management, and other ticketing systems. Training data encompasses knowledge base articles, operational runbooks, historical service tickets, resolution patterns, and escalation workflows.
Operational Workflow
L1 Support (Autonomous Resolution)
- Automatically handles routine incidents and service requests
- Performs standard troubleshooting procedures
- Executes password resets, account unlocks, and basic provisioning
- Provides immediate responses for common issues using knowledge base matching
- Updates ticket status and communicates resolution to end users
L2 Support (Hybrid Approach)
- Full Resolution: Solves complex incidents requiring multi-step procedures or system integrations
- Partial Resolution: Completes initial diagnostic steps, gathers relevant logs/data, and provides detailed handoff documentation to human L2 analysts
- Intelligent Routing: Identifies novel issues outside training scope and routes directly to appropriate L2 specialists with context and initial analysis
L3 Support (Advisory Mode)
- Analyzes high-complexity incidents and provides evidence-based recommendations
- Suggests potential root causes based on pattern recognition across historical data
- Prepares comprehensive incident summaries with relevant technical context
- Recommends escalation paths and subject matter experts
- Assists human L3 engineers with research and documentation
Key Capabilities:
- Real-time ticket prioritization and SLA management
- Automated knowledge base updates based on resolution patterns
- Continuous learning from human feedback and resolution outcomes
- Integration with monitoring tools for proactive incident detection
Agentic AI for ITSM Operations
Training Data Sources
- ServiceNow, Jira Service Mgmt
- Knowledge Base Articles
- Historical Service Tickets
- Runbooks and Procedures
Agentic
AI Model
Incident/Request
Ticket Raised
by End User
L1 Support - Autonomous
- Password resets and account unlocks
- Standard troubleshooting procedures
- Knowledge base matching
- Auto-update tickets and notify users
L2 Support - Hybrid
- Full Resolution: Complex multi-step
- Partial: Diagnostics + handoff docs
- Route novel issues to human L2
- Intelligent categorization
Human L2
Analysts
L3 Support - Advisory
- Root cause analysis and recommendations
- Pattern recognition insights
- Comprehensive incident summaries
- SME routing suggestions
Human L3
Engineers
Learning Feedback
Continuous Learning
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