IT Managed Services

Field guide

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Compare workflows, evidence and buyer fit

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Directory profiles

15 apps mapped

Instructions

Ask for proof on autonomy limits, audit logs, integration depth, exception handling, and human approval before a pilot.

Apps in this category

Tools organized for workflow fit, proof, and operating controls.

Edra

Process-discovery and AI-agent automation platform for IT service management and technical support

Edra analyzes operational records such as tickets, logs, and messages, turns them into human-readable process playbooks, and positions those playbooks as knowledge for AI agents in existing business systems.

Autopilot-nativeAnalyze a bounded set of tickets, logs, and messages to surface a human-readable view of an existing support or IT process; have the process owner validate exceptions, stale practices, and the desired operating rule before treating the result as authoritative

Serval

AI-native IT service management and access automation

AI-native ITSM software for employee help desk, access requests, ticketing, and deterministic workflow automation under buyer-configured permissions and approvals.

Copilot-to-autopilotReceive a routine employee request through Slack, Teams, email, or a portal; use only approved knowledge sources and workflow eligibility checks; resolve it or send the full context to a named human owner

ConnectWise

IT managed services

MSP and IT operations platform spanning PSA, endpoint monitoring and management, remote access, security, backup, and workflow automation.

Incumbent contextService-desk ticketing, SLA tracking, dispatch, project, and billing workflows

Datto

MSP and IT-operations portfolio for endpoint management, backup, disaster recovery, networking, PSA, and security operations

A Kaseya-owned portfolio of MSP and IT-operations products for endpoint monitoring, backup, disaster recovery, SaaS protection, networking, PSA, and related service workflows.

Incumbent contextMonitor managed endpoints, identify an alert, investigate from the device context, and have an authorised technician decide whether to run a script, patch, remote-control session, ticket update, or escalation

Atomicwork

Agentic IT service management and enterprise service management

Agentic IT service-management platform whose AI Coworkers can handle defined support, access, ticketing, and provisioning workflows across connected systems, with approvals and escalation configured by the buyer.

Autopilot-nativeAnswer an employee's IT question from approved knowledge sources in Slack or Microsoft Teams, cite the relevant source where configured, and route unresolved requests to a named support queue

Atera

AI-assisted IT management and autonomous service desk

IT management software with Robin, a separately purchased AI agent that can intake, diagnose, and take configured support actions before verifying or escalating the incident.

Copilot-to-autopilotRoute a common end-user request from the portal, email, Slack, or Microsoft Teams to Robin; retain a technician checkpoint for unresolved, high-impact, or out-of-scope incidents

Freshservice

AI-assisted IT service management and workflow automation

IT service-management software with AI Agent Studio for configured employee-support workflows, including knowledge-grounded answers, incident creation, and selected service actions.

Copilot-to-autopilotHandle a bounded employee IT request through the Support Portal, Microsoft Teams, or Slack using a pre-built IT agent; retain a service-desk owner for exceptions, ambiguous identity matches, and privileged work

Rewst

MSP workflow automation with an AI workflow-building assistant

MSP automation software that connects service-delivery systems, runs configured workflows across tenants, and uses RoboRewsty to draft, analyze, and document those workflows from natural-language requests.

Copilot-to-autopilotUse a documented intake trigger to create onboarding tasks, create or update approved accounts and records, assign licenses, and update documentation; have a service-delivery owner approve the action list and resolve failed or exceptional requests

NinjaOne

IT endpoint management, ticketing, and configured automation

IT-operations software that can apply buyer-configured ticket rules and endpoint scripts, with ticket approvals available for designated workflows.

Copilot-to-autopilotCreate, assign, tag, prioritize, update, or escalate a ticket from a configured event- or time-based rule; keep a technician responsible for exceptions, inaccurate routing, and final service quality

SuperOps

PSA-RMM and IT-operations software for MSPs and internal IT teams

PSA-RMM software for MSP and IT teams that combines ticket, endpoint, workflow, and AI-assisted worklog operations under administrator-defined controls.

Copilot-to-autopilotRoute qualifying service tickets with event or time conditions; the service-desk owner reviews rule coverage, ownership, SLA effects, and exceptions before expanding automation

SysAid

AI-enabled IT service management, service desk, asset management, and configurable workflow automation

IT service-management software with prebuilt and buyer-configured AI agents for service-record analysis, ticket work, and selected connected-system actions.

Copilot-to-autopilotTriage new incident tickets using defined ITIL rules; have the service-desk owner sample category, priority, assignee, impact, and urgency changes and correct exceptions before relying on the route

Aisera

Agentic IT service management, service desk, IT operations, and workflow automation software

Configurable AI-agent software for IT teams that can triage support work, search connected knowledge and operational systems, route or fulfill service requests, and execute buyer-defined workflows under buyer-set controls.

Copilot-to-autopilotClassify incoming support tickets, suggest or apply assignment and priority fields above a buyer-defined confidence threshold, then have a service-desk owner review sampled outcomes and exceptions

MSPbots

AI service-desk intake, ticket triage, ticket QA, dispatch, automation, and business-intelligence software for managed service providers

MSP service-desk software that can classify and route PSA tickets, collect after-hours calls into tickets, flag ticket-quality issues, and expose operational data through buyer-configured integrations.

Copilot-to-autopilotReceive a bounded set of after-hours service calls, identify the caller against PSA contacts, capture the issue, create a PSA ticket with the transcript and recording, and bridge urgent callers to the on-call technician; have the on-call owner audit every created ticket and escalation during the pilot

Moveworks

Enterprise AI assistant and governed IT service-workflow platform

An enterprise AI assistant platform that can search connected knowledge, route or execute configured IT-service workflows, and return outcomes through employee-facing channels.

Copilot-to-autopilotUse the assistant for a bounded account-access or password-support request: identify the requester, retrieve the approved policy and identity context, make only the permitted action, verify the outcome, document it in the service record, and escalate with context when a check fails.

Resolve

Agentic IT automation, service orchestration, and managed-service workflow software

IT automation and orchestration software that can connect service tickets and operational signals to governed, multi-system resolution workflows.

Copilot-to-autopilotResolve a low-risk L1 access or password request from an approved ITSM ticket; require an identity owner to verify requester identity, entitlement policy, downstream account scope, action result, ticket update, and any exception before closing the request