Less 1st-level routine
Password resets and standard requests run as a process – the team gains time for complex cases.
IT-Service Assistant · Agent
Automate IT service desk & tickets
The digital worker classifies tickets, handles standard requests under ITIL 4 and flags impending SLA breaches – for internal IT support.
What the IT-Service Assistant handles:
- Ticket classification & routing
- Incident, problem & change (ITIL 4)
- Password resets & access requests
- On-/offboarding & SLA early warning
- up to 72 % Automation
- 24/7 Available
- BPMN 2.0 auditable
Benefits for IT service desks
How a digital worker relieves internal support: less routine, correctly assigned tickets, SLAs in view.
Tickets right first time
Category, priority and ownership are suggested or set directly on receipt.
SLAs in view early
Impending SLA breaches are flagged while there is still time to act.
Access properly managed
When people join or leave, accounts and access rights are created, changed and blocked after approval.
Typical IT service desk tasks
From ticket intake to offboarding: the IT-Service Assistant handles the standard work, people decide on incidents and changes.
Incident & service requests
- Ticket intake via portal, email and Microsoft Teams
- Suggest category, priority and owner
- Password and MFA reset after identity check
- Software and hardware requests with approval workflow
- Suggested solutions from the knowledge base
- Ticket summary on handover to 2nd level
Operations, access & quality
- Joiner-mover-leaver: match accounts with HR data
- Access requests with approval and recertification
- Detect clusters, create a problem or major incident
- Pre-check change requests, prepare approval
- Monitor SLA/OLA deadlines and escalate early
- Keep devices and licences up to date in the asset inventory
Standards, systems & identities
The IT-Service Assistant works in your existing ticket system – under ITIL 4, with connected identities and endpoints.
ITIL 4 & ISO/IEC 20000-1
Incident, problem, change and service requests as BPMN 2.0 processes – usable as evidence for ISO/IEC 20000-1.
ITSM systems & channels
ServiceNow, Jira Service Management, Matrix42, TOPdesk, Ivanti or OTRS/Znuny as well as Teams and email – the ticket system remains the system of record.
Identities & endpoints
Microsoft Entra ID, Active Directory, Intune and HR system; access rights assigned under the German BSI baseline (module ORP.4), with four-eyes approval.
Assistant · Agent · Worker
Three automation levels – matched to the task.
Digital Assistant
BPMN rule-based
Works strictly according to compliance and process rules (BPMN 2.0 & process engine) – perfect for structured rule sets and guided case handling, even in high-security areas.
Digital Agent
AI-powered
Understands unstructured data, emails and contracts via LLMs, takes over complex checks and decisions – autonomous tasks complementing existing systems.
Digital Worker
Autonomous AI orchestration
Solves whole processes autonomously and connects individual AI agents into teams – autonomous data transfer between legacy systems and web APIs, without media breaks.
How it works
Which teams & organisations?
The IT-Service Assistant is tailored to internal IT support – in SMEs, large enterprises and the public sector.
IT service desk
- 1st- and 2nd-level support
- Service owners and team leads
- Change and problem management
- Identity and access management
SMEs & enterprises
- IT departments with few staff
- Multi-site companies
- Head of IT and CIO
- IT shared service centres
Public sector
- Municipal IT service providers
- State authorities and ministries
- University computing centres
- School authorities with school IT
Frequently asked questions
The most common questions about the IT-Service Assistant.
How does the IT-Service Assistant differ from the Service Assistant?
The Service Assistant handles enquiries from customers. The IT-Service Assistant works for your own employees in internal IT support – from incidents and password resets to access requests.
How high is the automation level of the IT-Service Assistant?
Around 72 % automation is achievable for the typical tasks of the IT-Service Assistant – incident diagnosis, change approvals and privileged access deliberately stay with people, whom the assistant supports in a structured way.
Does the IT-Service Assistant evaluate the performance of individual employees?
No. Tickets and metrics are evaluated at team and service level only. Because ticket systems can generally be used to monitor performance, an agreement with the works council or staff council is advisable before launch.
Does the IT-Service Assistant reset passwords on its own?
Yes, after a defined identity check, for example via Microsoft Entra ID. Administrator accounts and other privileged access always require human approval.
Which ticket systems are supported?
For example ServiceNow, Jira Service Management, Matrix42, TOPdesk or OTRS/Znuny, connected via interfaces. Your ticket system remains the system of record.
Does the IT-Service Assistant work according to ITIL 4?
Yes. The processes follow the ITIL 4 practices; ITIL Version 5, introduced in 2026, runs in parallel, and the BPMN models can be adapted.
What happens in a security incident?
The IT-Service Assistant spots indications in the ticket and hands over to the Security Assistant or the information security team. Reports under NIS2 stay there.