Service Desk (ITSM)
Agentic triage that reads the ticket, classifies it, pulls the CMDB context and resolves tier-one work before a human opens it.
Tier-one volume grows with headcount but the team does not. This template puts an agent in front of the queue: it classifies against your catalogue, enriches from the CMDB and identity systems, resolves what it safely can, and hands the rest to a human with the context already attached.
- Time to deploy
- ~22 min
- Auto-resolved
- 47%
- First response
- 4 min
- Connected systems
- ServiceNowJira Service ManagementSlack
Figures on this page are illustrative modelling, not measured customer results. They will be replaced with substantiated data before launch.
Generated as one application — schema, flows, approvals and reports together.
Four layers, generated in order
Each layer is built against the one above it, which is why the approvals know what they are gating and the dashboards know what they are counting.
- 01
Data model
3 tablesEntities with typed fields, foreign keys, constraints and the indexes the queries below will need.
- 1.1Incident
- 1.2Service Request
- 1.3SLA Policy
- 02
Orchestration
4 flowsSmartFlows bound to those entities — triggers, branches, retries and the calls out to your systems.
- 2.1Classify and enrich on create
- 2.2Known-error matching and auto-resolve
- 2.3SLA clock and breach escalation
- 2.4Major incident bridge
- 03
Human gates
2 gatesApprovals enforced before anything irreversible. Declared on the flow, not bolted on after.
- 3.1Auto-resolution of P1 and P2 incidents
- 3.2Bulk closure of stale tickets
- 04
Reporting
2 viewsDashboards reading the live records. No export step, no second copy of the truth.
- 4.1Auto-resolution rate by category
- 4.2SLA attainment by service
Deployed together as one application — in about 22 minutes.
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