It support · Production
Ivanti Agentic AI for ITSM: Autonomous IT Service Management
The problem
IT teams are overwhelmed by manual workflows and repetitive ticket work, while employees face confusing portals and long waits for support.
Workflow diagram · grounded in source
1
Employee submits natural language request
trigger
“Natural-language interface for requests and troubleshooting dramatically reduces friction for employees by replacing forms and portals”
2
Intent understanding and routing
routing
“Understand user intent and direct requests to the appropriate service, leveraging current workflows and approval processes”
3
Knowledge search and retrieval
ai_action
“Seamlessly search both internal and authorised external knowledge bases using one conversational platform. Results are intelligently ranked, prioritising trusted and verified content”
4
Autonomous task execution
ai_action
“Persona-based AI agents plan, orchestrate and execute tasks autonomously to reduce manual effort, accelerate resolution times and minimise escalations”
5
Incident creation and response
output
“Generate incidents from natural language input, helping users quickly create incidents in just seconds”
Reported outcome
Ivanti Neurons Agentic AI cuts ticket load by 30-40%, enables agents to handle thousands of simultaneous conversations, and reduces MTTR through immediate knowledge access.
Reported metrics
Ticket load reduction30-40%
Simultaneous conversations capacitythousands of simultaneous conversations
MTTR reductionReduce MTTR
Reported stack
Ivanti Neurons AI Self-Service AgentIncident Creation Agent
Frequently asked questions
What did this team achieve with this AI workflow?
Ivanti Neurons Agentic AI cuts ticket load by 30-40%, enables agents to handle thousands of simultaneous conversations, and reduces MTTR through immediate knowledge access.
What tools did this team use?
Ivanti Neurons AI Self-Service Agent, Incident Creation Agent.
What results were reported?
Ticket load reduction: 30-40%; Simultaneous conversations capacity: thousands of simultaneous conversations; MTTR reduction: Reduce MTTR (source-reported, not independently verified).
How is this it support AI workflow structured?
Employee submits natural language request → Intent understanding and routing → Knowledge search and retrieval → Autonomous task execution → Incident creation and response.