Exploring Simplified IT Service Management

Simplified IT Service Management (Simplified ITSM) provides simplified and automated implementation for administrators, and unified user experience for employees and fulfillers.

Simplified ITSM users

Table 1. Users

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

Simplified ITSM benefits

Table 2. Simplified ITSM benefits

Benefit	Feature	Users
Automated and simplified admin experience	Guided setup process that helps administrators through each step with contextual assistance Installation with default presets for each customer Contextual learning resources Conversational AI Agents to configure ITSM workflows through natural language from a single admin UI page.	Administrator
Simplified AI-native employee experience	Employee Center 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. Integration support for Microsoft Teams and Slack experience to deflect incidents. Requester surveys for incident and requested item.	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. A role-based manager dashboard that gives insights into team performance metrics and backlog (for incident and requested items).	Fulfiller or service desk agent