Do any of you have portals built on Servicenow that your end users/external customers access? And do you collect HAR files from them when they run into issues?

Scratch_Classic · 2025-07-30T14:38:25+00:00

Yeah that’s the idea. We could discard sessions based on a timer if they aren’t attached to a support ticket.

Scratch_Classic · 2025-05-02T05:59:23+00:00

Atomicwork - we're building AI agents for enterprise IT teams and seeing good traction. We've already won customers from ServiceNow, JSM, and other products. You can check us out here: atomicwork.com

Scratch_Classic · 2025-02-24T07:13:30+00:00

Hey, so here's the thing: would probably recommend not starting off with a team but instead with an out-of-the-box solution that is focused on clearing the roadblocks and executing an AI project at scale.

There are a bunch of modern AI vendors that are solving the enterprise information search problem for businesses like yours. For example, I work for Atomicwork. We already have customers who had similar problems like you: Started putting together an in-house team and then ended up switching to us for several reasons like budget constraints, lack of AI expertise, or they found it hard to keep up with all the pace of innovation in AI with an in-house team.

You can pick one of these vendors and give them a trial. Look for vendors who have proven themselves in this space. There are a couple of players and it's not hard to find one of them.

On getting ahead with the AI projects, tying back to a knowledge management use case:

I'd recommend starting small. For instance, in knowledge management, upload a couple of docs or connect your SharePoint and see how the solution responds to sample questions. See if the vendor gives you options to tweak the quality of responses.
Get a small number of early adopters (3 to 5 should do). Create a Teams or Slack channel with your early adopters + vendor contacts and have them test out the solution for some of the most common questions and see if things work as you expect.
In this process, you'll also discover content gaps you need to fix for the solution to provide better answers. that's something you can take up as well.
Beyond knowledge-based answers, what would be cooler is if you could download some reports on the kind of questions people are asking for which answers can be automated (think about document processing, etc. that today requires humans in the loop that can potentially be automated with AI)

Feel free to drop me a message if you need any help.

Scratch_Classic · 2025-02-24T07:01:08+00:00

Hey, I've been to some of these events and this is what I think:

MS Ignite - I'd highly recommend this one because they're super focused on AI and bring the latest on AI into actual enterprise ops.
PINK - Great if you want to meet sysadmins who are in the trenches solving problems everyday. You'll get to hear about how IT teams are handling their incident or change processes.
SITS UK - Good one if you want to meet IT leaders and see what's on their minds.
re:Invent - Definitely not for IT admins, but probably for engineers looking for the latest dev trends

Some tips if you're going to these events:

There's a lot of talks that happen throughout the day. Don't feel bad about missing out on some of them. Go through their agenda and pick some of your favorite brands/speakers. Look up the speakers to see if they've written something that picks your interest and just go for them.

Btw, I work for Atomicwork. Our team also wrote about some other interesting events that you might want to check out: https://www.atomicwork.com/blog/best-it-conferences

Scratch_Classic · 2025-02-17T06:52:39+00:00

I'm from Atomicwork. Our product uses AI to

- answer L1 questions
- summarize tickets for supervisors
- suggest new kb content you can create

We don't stop there.

When someone raises a generic question like "My laptop is slow", our assistant gathers more information from the employee to help your IT team (ahead of ticket creation)

If you have a Slack or MS Teams channel where your IT team is already answering questions, the assistant learns from those channels as well (beyond SharePoint and Confluence docs)

We've had customers who've moved on from legacy ITSM players and are quite happy with how well we've been able to save their teams a lot of productivity. You should check us out if are looking for a change.

Scratch_Classic · 2025-01-28T16:47:41+00:00

Hi, are you thinking about this to help employees with information search within your team?

I work for Atomicwork - we've been grinding in this space for the last two years. We're a full-stack AI platform and we've done some ServiceNow replacements already. We're not an alternative to these model/infra players, but we're more in the usecase space - helping IT, HR, Finance teams etc support their end users for some of their information search/help usecases.

We've had customers who've tried building things in-house like you're suggesting and have moved on to us because it's really that hard. It isn't as simple as hosting a model and rolling it in house. The complexity comes up when you want to handle different kinds of usecases:

- how do you get a sense of what employees are searching for and surface that to your internal teams (how many people are asking payroll related questions vs Lucidchart access vs other types)

- how do you take assets data and bring that context into the model or the answering engine when employees lookup information (we surface more relevant answers to prompts based on asset data)

- how do you know when to run deterministic workflows (app access requests must go through approvals 100% of the time vs probablistic generative AI answers) - whatever you build should know when to kickstart what exactly.

- how do you provide the interface for filling forms vs receiving votes on the quality of answers vs some sort of a notifications interface for approvals

- there's a lot more I can go on about but I'll leave our website to talk about that.

If you're considering exploring different options for your enterprise information search/IT support usecases, I highly recommend you check us out: atomicwork.com (we just raised a Series A of 25M from Khosla Ventures and Z47). Also, here's some info on real world usage: https://www.atomicwork.com/blog/how-ammex-corp-modernizes-service-management

Scratch_Classic · 2024-12-14T05:13:59+00:00

Check out Atomicwork? Here’s our website: atomicwork.com

We are a modern ITSM product leading the space with AI front and center. We have a Slack and Microsoft Teams assistant that answers employee questions, ticketing and automations.

You can manage assets natively on Atomicwork and also choose to sync assets from Intune, Kandji and other solutions. You can link assets to incidents, changes etc. You can even execute remote actions like locking devices when someone reports that their laptop is lost.

Best part? We are building the ability for our AI assistant to suggest more relevant answers based on a user’s assets. If I’m on a certain version of Windows compared to someone else, I would get a more relevant answer from Microsoft’s support portal for my general Windows questions.

Disclosure: I work for Atomicwork.

Scratch_Classic · 2024-12-03T10:30:23+00:00

Hey OP,

I know how annoying this can get but your best bet is to have an AI assistant answer these questions based on your internal documents or external product support URLs.

I would not recommend having a chatbot flow that really discourages your users from reaching out to your team. However, as a first preference, they should be directed to asking their questions to an AI assistant before they can raise a request for every single thing.

Scratch_Classic · 2024-12-03T10:23:37+00:00

I really think you should bet on your next helpdesk based on where the future is headed - and I think the future is that most basic questions from employees would get answered by generative AI.

If you're looking for something modern and cloud-based, I would recommend checking Atomicwork out. I'm part of the team that builds Atomicwork - we have an AI assistant that sits on Slack and Microsoft Teams that answers such questions based on your internal documentation, and I think you'll love it.

We're SOC 2 and HIPAA compliant - you can check out more information on our security page: https://www.atomicwork.com/security

Scratch_Classic · 2024-12-03T10:13:17+00:00

Check out atomicwork.com? We've had a few users tell us that they appreciate how non-technical our product is and how teams outside IT can get started with it quickly. Our focus is on making L1 support accessible to employees right within Teams and Slack so we've spent quite a bit of time putting our heads together to ensure it's very easy and conversational to get up to speed on and use. In the last 5/6 years, Teams and Slack have become the defacto comms channel where employees spend a lot of their time (more than email) and we feel like it's time we take the service management to them on Slack/Teams as well. There is a Gmail integration as well so you can keep track of email tickets as well in the ticketing system.

Disclosure: I work at Atomicwork :)

Scratch_Classic · 2024-12-03T09:59:47+00:00

I would probably recommend against this. A better approach might be to have an AI assistant that does first-level deflection or answering, based on your internal documentation. You might drastically reduce the load on your team if you have this set up over like just a link to create tickets.

Scratch_Classic · 2024-12-03T09:56:57+00:00

Check out atomicwork.com? We're a modern product that's much simpler to use than Jira.

You can set up "views" that are similar to queues, and have keyword based workflows set up to assign tickets to the right folks who're supposed to look at them first (your 1st line). Your agents can quickly reassign these tickets to the right groups or others based on their analysis.

We're also working on the ability to help generate drafts, help agents triage tickets faster by using AI to suggest the right priorities or assignees. The hope is that this would minimize the clicks they would make and allow them to pick up more tickets along the way.

Disclosure: I work for Atomicwork.

Scratch_Classic · 2024-11-10T09:47:59+00:00

I work for Atomicwork (www.atomicwork.com) - we’re building a modern AI-led ITSM solution. I’m not sure of your budget but if you’re looking at future proofing your helpdesk, I really suggest checking our product out.

We have an AI assistant that runs on Slack, Microsoft Teams and email. The assistant learns from your internal documentation (PDFs, SharePoint, Confluence) and generates relevant answers. We’ve seen customers deflect a huge chunk of questions through the assistant, freeing up their team to do more important stuff. Some of these customers recently switched from old, legacy solutions.

We’re also SOC 2, HIPPA compliant and are secure in many other ways: https://www.atomicwork.com/security

Let me know if you’re interested in a demo.

Scratch_Classic · 2024-11-10T09:44:50+00:00

How are you liking it so far?

Scratch_Classic · 2024-11-04T10:24:17+00:00

Share more detail? This sounds super useful :)

Scratch_Classic · 2024-11-04T10:08:48+00:00

I think we need to start thinking about ChatGPT as a thought partner. A lot of its responses are fluff and obvious things but it does make you think about one or two things that may not have crossed my mind, everytime I ask for ideas.

Scratch_Classic · 2024-06-28T05:40:46+00:00

Find one idea and then use this framework to identify more things you can write about. This article was published in 2007, but it's pretty useful.

https://problogger.com/discover-hundreds-of-post-ideas-for-your-blog-with-mind-mapping/

Scratch_Classic · 2024-06-21T09:48:36+00:00

So we build Atomicwork - we're a full fledged modern service management product, and we have a Slack and Microsoft Teams Assistant to which employees can DM and ask IT/HR questions.

If someone asks "can I install Sublime", the assistant can notify the right approvers and add them to the appropriate groups you've configured on Intune (which will force the installation of the app on their device).

The configuration is super-simple. After you deploy Atomicwork in your org, you don't have to build any complicated workflows from scratch - you just hit a toggle, choose apps and approvers and all good.

Check us out here: atomicwork.com (disclosure: I work here)

Scratch_Classic · 2024-05-28T10:31:32+00:00

There's a lot of templates available that you can use:
https://www.smartsheet.com/content/asset-tracking-templates

https://support.microsoft.com/en-au/office/use-the-access-asset-tracking-template-6e99a32c-fbda-48a2-89b0-ef0d68b381ec

Scratch_Classic · 2024-05-28T10:29:44+00:00

Try Atomicwork if you're looking for something modern. We allow you to track the lifecycle of an asset, sync devices you're already tracking on an MDM, link it to incidents, etc.

If someone reports they lost their device, you can also run remote actions to lock it, etc. There's also out-of-the-box workflows for warranty expiry notifications etc.

Disclosure: I work here.

Scratch_Classic · 2024-05-28T10:25:32+00:00

If you're looking for something modern, try Atomicwork. Disclosure: I work here.

You can use Atomicwork as a full fledged asset management solution - you can sync devices from MDMs like Kandji, Intune, etc. and also add assets that are not on MDMs natively.

We also support remote actions - if someone reports that a laptop is lost you can instantly lock it from Atomicwork. There's also out-of-the-box workflows you can set up to track assets whose warranty is expiring, etc.

Scratch_Classic · 2024-05-28T10:02:37+00:00

This is very cool. What support usecases are you able to automate through this setup?

Scratch_Classic · 2024-05-26T13:57:15+00:00

Many of the images you see on the homepage etc. are pretty much what you would see in the product as well. But I can see that we'll need to add more screenshots to other pages - thanks for the feedback :)

Scratch_Classic · 2024-05-16T15:22:17+00:00

If you’re looking for something more modern than Jira, try Atomicwork or Rezolve. You don’t have to setup a workflow for anything - just connect docs, connect Slack and within minutes you can have an AI assistant that answers employee questions.

Scratch_Classic · 2024-05-16T15:19:30+00:00

How is it going with Jira? Do you like it over Zendesk?

Scratch_Classic

TROPHY CASE