AI-native IT Service Management (AI-native ITSM) provides an AI-native solution for simplified and unified implementation and user experience across multiple ITSM products.

AI-native ITSM users

Tabelle : 1. Users

User	Description
Administrator	Implements and sets up AI-native ITSM.
Employee or requester	Requests help, submits tickets, checks status, uses the employee portal, browses the catalog, or accesses knowledge.
Fulfiller	Resolves incidents and requests through a simplified, AI-first workspace that supports multi-channel engagement, guided actions, and faster issue resolution.

AI-native ITSM benefits

Tabelle : 2. AI-native ITSM benefits

Benefit	Feature	Users
Automated and simplified admin experience	Guided and conversational setup process that helps administrators through each step with contextual assistance Installation with default presets for each customer Contextual learning resources	Administrator
Simplified AI-native employee experience	Employee 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. Integrated Microsoft Teams experience for deflection of incidents	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	Fulfiller