it_support · workflow
Ivanti Agentic AI for ITSM: Autonomous IT Service Management
IT teams are overwhelmed by manual workflows and repetitive ticket work, while employees face confusing portals and long waits for support.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee submits natural language request
Employees submit requests and troubleshooting queries through a natural-language interface that replaces forms and portals.
Tools used
Ivanti Neurons AI Self-Service AgentIncident Creation Agent
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.
Results
Volume30-40%
Grounding & classification
Source type: generic use case
24 fields verified against source quotes, 4 dropped as unverifiable.
agentic workflowai agentconversational aiknowledge searchknowledge basesupport ticketmetric backedtools describedworkflow describedautomation ratedeflection rateemployee productivityresolution time reductiongeneric use caseincident managementit supportticket triageautonomous resolutionintake to triagerag answering