+ Any ITSM Platform
INTELLIGENT ITSM ARCHITECTURE

Getting It Done
The Future of Intelligent ITSM

A unified architecture where Chatbots, RPA Bots, GenAI Cognitive Engines, AI/ML Models, and Human Experts work together seamlessly. Powered by a centralized Data Hub that integrates logs, events, and knowledge to deliver intelligent, proactive IT service management.

67%
Auto-Resolution Rate
4-8
Weeks to Value
$2.4M
Annual Savings
24/7
AI Coverage
Resolution Flow
User
Chatbot
GenAI
Data Hub
AI/ML
RPA
Human
Resolved

The Intelligent ITSM Architecture

Every component works in harmony to resolve issues faster and smarter

User
Reports issue via portal, chat, or email
Chatbot
First contact, gathers context, checks FAQs
GenAI Engine
Analyzes, classifies, recommends action
AI/ML Models
Predicts, routes, scores priority
RPA Bot
Executes automated remediation
Human Expert
Reviews, approves, handles complex cases
Powered by Centralized Data Hub
System Logs
Events Stream
Ticket History
Knowledge Base
Runbooks
Metrics & KPIs

See It In Action

Watch how an issue flows through the intelligent ITSM architecture

User
Chatbot
GenAI
AI/ML
RPA
Human
Resolved
--:-- SYSTEM Click "Start Simulation" to see the intelligent ITSM workflow in action

Knowledge Hub

Centralized knowledge that powers intelligent decision-making

Auto-Updated
Wiki
System documentation, architecture diagrams, and team knowledge updated in real-time
2,450
Articles
89%
Coverage
Auto-Updated
Runbooks
Step-by-step operational procedures for common and critical issues, automatically enhanced
340
Runbooks
92%
Success Rate
Auto-Updated
Knowledge Base
Solutions database enriched by every resolved ticket, continuously learning and expanding
12,800
Solutions
67%
Self-Serve
Auto-Updated
Best Practices
AI-curated patterns from top performers, automatically identified and shared across teams
186
Practices
45%
Time Saved

Centralized Data Hub & Integration Layer

All data sources unified for intelligent analysis and action

System Logs

Application, server, network logs

Events Stream

Real-time alerts and notifications

Metrics & KPIs

Performance and SLA data

Ticket History

Past resolutions and patterns
DATA HUB

Intelligent Insights

Pattern recognition & predictions

Automated Actions

Self-healing & remediation

Continuous Learning

Model training & KB updates

Proactive Alerts

SLA breach predictions

Live Events & System Logs

LIVE
High CPU Alert - Web Server 03
Auto-remediation triggered by RPA
2 min ago
Password Reset Completed - INC0087234
Resolved via AI + RPA in 45 seconds
5 min ago
SLA Breach Risk - INC0087201
GenAI recommended escalation path
8 min ago
Knowledge Base Updated
15 new solutions auto-generated
12 min ago
RPA Playbook Executed Successfully
Cache cleared on App Server cluster
15 min ago
AI Model Retrained
Routing accuracy improved to 94.2%
20 min ago

The Three Pillars of Intelligent ITSM

A balanced approach that amplifies human expertise with AI capabilities

GenAI Cognitive Engine
AI that understands context, not just keywords
Deep Pattern Analysis Identifies recurring issues across 90 days of ticket history, correlating by application, property, and user segments
Stacktrace Root Cause Parses Java/Python/Node errors to identify exact code paths and suggest targeted fixes
Natural Language Understanding Extracts intent, urgency, and technical context from user descriptions
Human-in-the-Loop
AI augments, humans decide
Approval Gates Critical actions require human confirmation. AI suggests, engineers approve.
Smart Recommendations AI provides options with confidence scores and reasoning — humans make final calls
Continuous Learning Every human decision improves AI accuracy. Feedback loops built in.
RPA & Automation
24/7 intelligent automation
Self-Healing Actions Auto-restart services, clear caches, reset connections for known issues
Smart Routing Auto-assign based on skills, workload, timezone, and historical success
Proactive Alerts Predict SLA breaches 24-48 hours ahead. Alert before users complain.

Calculate Your ROI

Select a scenario and adjust sliders to see projected savings based on your environment

Your Environment

500 2,000 tickets 10,000
10 min 30 min 60 min
$40 $75/hr $150
Mixed workload with 67% auto-resolution rate and balanced human-AI collaboration
670
Hours Recovered/Year
16,080
Tickets Auto-Resolved/Year
85%
RPA Automation Rate
35%
SLA Improvement
45s
Avg Auto-Resolution Time
$402K
Projected Annual Savings

Measured Outcomes

Real results from the intelligent ITSM architecture

67%
Auto-Resolution Rate
85%
Fraud Detection Accuracy
40%
Faster Resolution Time
92%
Team Satisfaction Score

Ready to Get It Done?

See how the intelligent ITSM architecture works in practice. Explore our live demos or schedule a personalized assessment of your ITSM environment.

See RPA Bot in Action Explore SLA Intelligence Pattern Detection Demo
Chatbot + GenAI + RPA + Human
Real-time Data Hub Integration
Self-Learning Knowledge Base
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