AI-Native IT Service Management

Stop Routing Tickets. Start Resolving Them.

Employees ask for help where they already work. Specialized AI agents understand the request, act across your systems and close the loop, with approvals and a full audit trail built in.

See a Request Resolved
Workspacegeneralit-helpdesign-teamannouncements
# it-helpOpen
JLJordan Lee 10:14 AM

I need access to our design tool.

Service Desk Agent 10:14 AM
Checking policy · Design team, standard licenseApproved · no manager sign-off neededAccess granted · invite sent to Jordan
Resolved in 1 conversation
Why Service Desks Are Stuck

More Employees Shouldn't Mean a Longer Queue

01

Requests Wait

Simple asks sit in a queue for hours or days.

02

Work Is Manual

Analysts click through admin consoles for every request.

03

Costs Scale With Headcount

More tickets means more hires.

04

AI Without Control

Point bots act without approvals, limits or audit.

How a Request Gets Resolved

From "I Need Help" to Done, in One Conversation

JLJordan Lee"I need access to our design tool" Resolved
Meet the Agent Team

A Digital Workforce for Every Service Team

Service Desk Agent

Fixes passwords, devices, apps and access issues.

Example outcomeLocked-out user back in, no ticket queueIT

Access Agent

Grants and removes access by role, with time limits where needed.

Example outcomeTemporary admin rights that remove themselvesITSecurity

Onboarding & Offboarding Agents

New hires ready on day one; leavers removed the same day.

Example outcomeLaptop, accounts and apps ready before day oneITHR

Incident Agent

Correlates alerts, checks recent changes and runs approved fixes.

Example outcomeAlert linked to last night's change, rollback approvedIT

Security Agent

Triages reported phishing and flags risky configurations.

Example outcomePhishing email pulled from every inbox it reachedSecurity

Business Service Agents

HR, finance, legal and facilities requests through one front door.

Example outcomeExpense query answered from the finance policyHRFinanceLegal
Help Where Work Happens

No New Portal to Learn

Employees get help in the tools they already use: team chat, email, a web portal, voice, and AI assistants connected through MCP. Answers come from your own knowledge, with sources shown.

Explore MCP
Team chat · #it-helpAnswered

How do I set up VPN on a new laptop?

Install the VPN client from the software center, then sign in with your work account.

Source: IT Knowledge Base · VPN setup
Email · it-help@Answered

I need access to the Finance shared drive.

Your manager approved it. You now have view access to Finance Shared.

Source: Access policy · Shared drives
Web portalAnswered

My monitor isn't detected after docking.

Update the dock driver from the software center, then reconnect. If it still fails, a replacement is ordered.

Source: Hardware KB · Docking stations
Voice · help lineAnswered

I'm locked out of my account.

You're verified. Your password is reset and a sign-in link was sent to your phone.

Source: Identity policy · Password reset
AI assistant · via MCPAnswered

How many leave days do I have left?

You have 12 days left this year. Two are booked for next month.

Source: HR system · Leave balance
Built-In AI Governance

Every Agent Has a Role, Limits and a Record

Access Agentagent.access · own identity Scoped
RoleGrants and removes access by role
Can doRead directoryAssign appsReset passwords
Needs approvalAdmin rightsGroup owner changes
NeverDelete usersChange billing
Budget380 / 1,000 actions
01

Own Identity

Each agent works with its own scoped access, never a shared admin account.

  • Permissions set per agent
  • Usage budget per agent
Incoming actionsRated in real time
Reset password for Dan K.LowRan automatically
Add Mia R. to Design groupLowRan automatically
Grant admin rights to Priya N. for 4hSensitiveWaiting for approval
Delete user account j.ortizOutside roleBlocked
02

Risk-Rated Actions

Low-risk actions run automatically. Sensitive ones wait for a person, and anything outside the role is blocked.

  • Risk levels set by you
  • Blocked actions are logged
Access Agentin #it-approvalsWaiting

Agent wants to grant admin rights to Priya N. for 4 hours to install a printer driver. Approve?

RiskSensitiveSystemIdentity providerExpiresAutomatically
03

One-Click Approvals

Approve or decline from chat, with a plain summary of what the agent will do and for how long.

  • Approve from chat
  • Access expires on its own
Shadow mode · last 14 daysNot acting yet
RequestAgent would haveYour team did
Password resetReset and sent linkReset and sent link
VPN access requestAdded to VPN groupAdded to VPN group
Laptop replacementRaised hardware orderRaised hardware order
Shared drive accessGranted edit accessGranted view access
Matches with your team3 of 4 · sample
04

Test Before Go-Live

Agents run in shadow mode first. You compare their choices with your team's, then decide when they act for real.

  • No live changes in shadow mode
  • Mismatches reviewed first
Audit trail · Access Agent
09:41:07Reset passwordDan K.
09:41:52Added to groupMia R.
09:43:15Admin rights approved by J. LeePriya N.
09:47:30Admin rights expiredPriya N.
nowAgent paused by J. LeeNo further actions

Try the switch: one click pauses the agent everywhere.

05

Audit Trail and Kill Switch

Every action is logged with who, what and when. Any agent can be paused instantly.

  • Full action history
  • Pause any agent in one click
Works With What You Have

Start on Top of Your Current Service Desk

Keep your existing ITSM tool and add AI resolution on top, or replace it with a full AI-native service management platform when you're ready. Agents act through 100+ enterprise connectors across identity, devices, HR, cloud and monitoring.

Your existing ITSM toolTickets, SLAs and reporting stay where they areServiceNowJiraZendesk
Xccelera AI service managementYour old tool retires when you are readyPortalTicketsSLAsApprovalsKnowledgeReporting
Xccelera AI agentsResolve, act and record
Access AgentDevice AgentHR AgentCloud AgentMonitoring Agent
IdentityOktaAuth0Microsoft Entra ID
DevicesVMwareCitrixTeamViewer
HRWorkdaySAPADP
CloudAWSGoogle CloudKubernetes
MonitoringDatadogPagerDutySplunk
RequestServiceNowNew starter needs app accessAgentAccess AgentActionOktaApps assigned by roleResultResolved, ticket updated
Explore Connectors & Actions
Value You Can Measure

Track the Impact, Agent by Agent

Service impactLast 12 weeks · sample data
Resolved without a human0With Xccelera AIBefore
W1W3W5W7W9W12
Rank agents by
1Access Agent0
1Device Agent0
1HR Agent0
1Cloud Agent0
1Monitoring Agent0
3,310Total requests
How requests were closed
Resolved by AI68%Approved by a person17%Handed to your team15%
Top requests
Password reset1,120
App access860
VPN access540
Laptop issue410
Leave balance380

We'll build your business case from your own ticket data.

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See One of Your Requests Resolved Live

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