IT teams are increasingly turning to AI solutions to automate routine work so agents can focus on strategic decision-making and higher-value tasks. Types of AI solutions for ITSM include:

• Automated resolution of tier-1 tickets — often the most impactful AI application — where a conversational AI agent resolves knowledge-based questions, provisions software access, and streamlines password reset requests. The most sophisticated platforms can manage this directly within existing workflows (e.g., in Slack), syncing all activity with ticketing systems and managing the entire ticket lifecycle.

• Other common use cases include AI-powered virtual assistants, automated ticket classification and routing, AI-assisted ticket drafting, ticket summarization, enhanced enterprise search, predictive AI analytics to identify core issues, and real-time incident correlation. These are just a few examples, and AI agent builder platforms continue to expand what’s possible.

In this article, we’ll look at 11 leading AI solutions for ITSM. We’ll begin with Risotto, our purpose-built platform for conversational AI IT ticket resolution. Then, we'll highlight other ITSM solutions that excel at different use cases. 

Best AI Solutions for ITSM

1. Risotto
2. Moveworks
3. Freshservice
4. SysAid
5. Jira Service Management
6. Ivanti
7. Atera
8. ServiceNow
9. Aisera
10. Atomicwork

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1. Risotto

Risotto, our conversational AI IT agent in Slack, can intelligently resolve knowledge-based questions, software access requests, password resets, and other types of tier-1 tickets.

Most IT teams automate 20–60% of tier-1 IT tickets, which allows them to support more employees without hiring additional IT staff:

• Fundrise: Automated nearly 60% of IT support tickets
• Superhuman: Automated nearly 20% of IT support tickets
• Trust & Will: Automated nearly 35% of IT support tickets
• Ironclad: Automated nearly 90% of access-related IT requests
• ThoughtSpot: Automated nearly 48% of IT support tickets
• Hazel Health: Improved deflection rates from 3–5% to over 20%
• Shakepay: Automated nearly 40% of IT support tickets
• Retool: Cut average SLA resolution time from 2 days to under 1 day
• Vidyard: Automated nearly 56% of IT support tickets 

Risotto can be deployed in just a few hours (rather than weeks or months). By focusing specifically on AI-powered IT ticket resolution, we provide prebuilt workflows that work out of the box. This contrasts with general, “do-it-all” AI agent builder platforms that require extensive configuration.

This was one of the benefits Phillip Rickett, VP of IT at Fundrise, highlighted in our case study: 

Risotto offers seamless two-way integration with ticketing systems like Jira, Freshservice, and Zendesk. It can also operate as a standalone ticketing solution, making it ideal for non-IT teams such as HR, Sales, Legal, and other departments that want to automate repetitive support requests.

Up next, we’ll dive deeper into:

• How Risotto can be used to streamline software access requests, including time-based, approval-based, and instant self-service access.
• 3 examples of how Risotto’s AI agent auto-solves knowledge-based questions.
• Other key benefits of Risotto, including:
  
  • Seamless, Slack-based workflow
  • Rapid time-to-value
  • Auto-learning capabilities based on past Slack tickets and updates
  • Seamless bi-directional sync with existing ticketing systems
  • Multi-department capabilities 

How Risotto Automates Software Access Automation 

Next, we’ll share 3 examples of how Risotto streamlines time-based, approval-based, and instant self-service access automation. 

Later on, we’ll also review how you can add applications and configure sophisticated RBAC rules and approval workflows through our intuitive self-serve dashboard. 

Time-Based Access

In this example:

• 🧑‍💼 An employee requests access to Stripe
• 🤖 Risotto asks about the required access level and duration (from 1 hour to 90 days).
• 🧑‍💼 The employee provides the details (“View only,” “90 days”).
• 🤖 Risotto routes the request to a manager for approval (via a seamless Slack workflow), and upon approval, grants the employee temporary “View only” access for 90 days. 

Risotto also automatically notifies employees before their access expires. 

In the example above:

• 🤖 Risotto proactively reaches out to Ethan via Slack to say, “Your access to Asana will expire in 7 days, would you like to extend your access by another 30 days?”
• 🧑‍💼 Ethan replies, “Yes, extend access I’m still working on the design project”
• 🤖 Upon a manager's approval, Risotto automatically extends access and confirms completion. 

Approval-Based Access

In the approval-based access example above:

• 🧑‍💼 An employee requests software access: “Hey! Can I get access to Appetize?”
• 🤖 Risotto asks for the required access level and purpose of use.
• 🧑‍💼 The employee provides an answer (“Developer access,” “To test and post iOS builds”).
• 🤖 Risotto automatically routes the request for approval to the correct manager, Malik. Once access is granted, Risotto confirms completion and updates the employee, all within Slack.

Self-Service Access

In this self-service access example: 

• 🧑‍💼 An employee requests software access for multiple team members: “Kai Turner and I need Figma access.”
• 🤖 Risotto asks for the reason for access. 
• 🧑‍💼 Both employees respond with their justification (“We need to view the roadmap”).
• 🤖 Based on your pre-configured rules and conditions, Risotto instantly grants access to both employees without requiring a manager’s approval. 

Now let’s take a look at how you can easily add and configure your applications and rules with Risotto’s intuitive self-service dashboard. 

Adding New Applications for Access Management 

As shown above, you can easily set up and manage application access in Risotto’s intuitive self-service dashboard. Just connect your IDP (Okta groups, Google Groups, and others) to import your applications and access rules in minutes. 

Centralized Application Management

With Risotto, you get complete visibility and control of your applications and access policies in one central dashboard. 

Flexible Configuration Options 

For each application, Risotto’s self-service dashboard lets you set up:

• Sophisticated RBAC policies with Boolean logic
• Flexible approval workflows, such as sequential or broadcast approvals
• Additional custom workflows

To ensure full compliance, Risotto always asks employees for justification and maintains a detailed audit trail.

Customer Feedback on Risotto’s Software Access Automation Capabilities

“When a team member asks, ‘How do I get access to Hightouch?’ they’re not looking for a link or a document; they need immediate, actionable assistance… Risotto intelligently understands the intent behind the request. It confirms existing permissions, coordinates necessary approvals proactively, and automatically provisions access upon approval. This automation significantly speeds up provisioning and improves user satisfaction.”

– Phillip Rickett, VP of IT at Fundrise

"Other IGA solutions felt clunky to set up and maintain. There was a lot of overhead to maintain them and they weren't embedded in the help desk, so you're solving one problem but creating another… we include Risotto in all our onboarding material now, and once people see how useful it is they keep coming back to use it more which is a really good sign.”

– Toby Stewart, IT Engineering at Ironclad

“The software access automations were a huge win for us. They were super easy to set up and we now have more than 30 applications with automated provisioning running 24/7.”

– Tom Grinberg, IT Manager at Trust & Will 

"Automated software access saves us so much time. Within minutes people get the access they need with everything tracked, approved, and no additional overhead needed… For sensitive tools and resources Risotto's automated time-based access has been a game-changer."

– Collin Clifford, Legal & Compliance Manager at Superhuman 

"Our control for SOC 2 is that access to privileged systems is approved by a manager… Risotto is able to automate the approval process and ticket tracking portion which is exactly what we needed.”

– Vergil Smith, IT Manager at Vidyard

3 Examples Demonstrating How Risotto Auto-Solves Knowledge-Based Questions

Now, let’s take a look at 3 examples demonstrating how Risotto effectively resolves knowledge-based questions.

Example #1: Risotto Performs Intelligent Triage

In this example:

• 🧑‍💼 An employee reports an issue directly in Slack: "Hey I'm in a conference room and the camera isn't working."
• 🤖 Risotto asks a clarifying triage question: "Which conference room are you in?"
• 🧑‍💼 Employee responds: "Conference Room B".
• 🤖 Risotto provides troubleshooting steps based on conference room B's configuration and resolves the problem without requiring human IT intervention.

Example #2: Risotto Performs Multi-Step Troubleshooting 

In this example:

• 🧑‍💼 Tyler asks Risotto, "How can I get an employee badge?"
• 🤖 Risotto responds with the standard new employee badge process instructions.
• 🧑‍💼 Tyler clarifies, "I actually just need a temporary one, I left mine at home."
• 🤖 Risotto intelligently recognizes this is a different scenario and provides the appropriate solution: "If you forgot your employee badge, visit the reception desk to obtain a temporary badge."

Example #3: Multi-Modal Capabilities 

In the above example, taken from the Trust & Will case study:

• 🧑‍💼 An employee reports an issue in Slack, attaching a screenshot showing an error message during login.
• 🤖 Risotto automatically analyzes the image, interprets the issue in the screenshot, and provides a solution: “That error message is because we no longer allow username/password logins. Can you try it through Single Sign-On (SSO) in your Okta dashboard?”
• 🧑‍💼 The employee confirms the fix worked, and Risotto automatically closes the ticket. 

Customer Testimonials Supporting Risotto’s Knowledge-Based Question Handling Capabilities 

“Our previous tool summarized whatever it pulled from wiki articles, it didn’t supplement responses with broader LLM knowledge or reasoning. This approach fell short because it lacked the capability to fully understand user intent or supplement answers with external knowledge… Risotto, however, synthesizes information from multiple inputs to provide context-aware, accurate, and actionable responses.”

– Phillip Rickett, VP of IT at Fundrise

“Risotto was able to combine knowledge from different sources and give me an instant answer to a complex question which was awesome to watch."

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

“Risotto started answering complex product questions even I didn’t know off the top of my head ... It was pulling insights from our own past Slack conversations, surfacing knowledge that would have otherwise been buried.”

– Phillip Rickett, VP of IT at Fundrise

“It was amazing to see Risotto solve questions for me when I was out of the office, and our employees loved getting answers instantly.”

– Collin Clifford, Legal & Compliance Manager at Superhuman 

Next, let’s take a deeper look at some of the key benefits Risotto offers, as well as others we haven’t mentioned yet. 

Seamless, Slack-Based Workflow

As discussed in our origin story, a key pain point we wanted to address when building Risotto was the friction of using a separate portal that employees must learn and navigate. 

Our solution was to make Risotto Slack-native. This way, employees receive support directly within a platform that is already a part of their everyday workflow, increasing adoption and employee satisfaction.

In addition to auto-solving tickets completely without human intervention, Risotto can seamlessly escalate to a human IT agent directly within Slack when it reaches its limits:

In this example:

• Risotto suggests a solution, but it doesn't resolve the employee's issue.
• When Risotto has reached its limit, it automatically tags the most qualified human IT agent (based on their history of previous ticket resolutions). 
• When an agent opens the escalated ticket, they see all relevant context in one view: the employee’s original question, complete conversation history, and all previous troubleshooting attempts.
• The agent can jump straight into troubleshooting — no need to waste time asking "what have you tried already?" and piece together what happened. 

Once the agent resolves the issue and the employee confirms it's fixed, Risotto automatically closes the ticket. Agents can also manually close tickets with a ✅ emoji and convert their solutions into knowledge articles with the ✍️ emoji:

Customer Testimonials Supporting Seamless Slack Integration

“We want AI to seamlessly fit into our team’s daily operations, meeting our users where they already work… Risotto’s minimal operational overhead and integration into Slack has enabled us to achieve exactly that.” – Phillip Rickett, VP of IT at Fundrise

“We wanted to implement more standardization and automation in our help desk, but there wasn’t an easy way in Slack without clunky custom work. Risotto helped us do that."

‍– Vergil Smith, IT Manager at Vidyard 

“Risotto has been super popular internally, it’s a much improved experience for employees to get answers and problems solved immediately.”

– Tom Grinberg, IT Manager at Trust & Will 

Auto-Learning Capabilities Based on Past Slack Tickets and Updates

When an agent resolves an issue manually, Risotto automatically learns from their answer so that IT agents never have to answer the same question twice. 

With your approval, Risotto can also auto-learn from Slack updates in designated channels. 

In the example above from the Superhuman case study:

• 🧑‍💼 An employee asks: "Hey when's our next audit for SOC 2?"
• 🤖 Risotto utilizes information from both the knowledge base and recent Slack updates, responding: “The next SOC 2 audit will start in July and the observation period should last three months [1] [2]” with numbered reference sources.
• 🧑‍💼 The employee confirms the answer fully solved their issue (all without requiring human IT intervention). 

This is especially valuable for time-sensitive topics like SOC 2, where recent updates in Slack conversations are often more current than static knowledge base articles.

Customer Testimonials Supporting Risotto’s Auto-Learning Capabilities

“The killer feature for us was that it could effortlessly learn and capture knowledge that our team creates every day in Slack… with Risotto, instead of constantly writing new documentation, our team can simply answer questions, and Risotto learns as we go.”

‍– Phillip Rickett, VP of IT at Fundrise

“The more we use Risotto, the smarter it gets, that’s what makes it different from every other tool we’ve tried.”

– Peter Hadjisavas, Head of IT at Hazel Health 

Seamless Bi-Directional Sync with Existing Ticketing Systems

Risotto keeps your ticketing systems up-to-date with seamless bi-directional sync with Jira, Freshservice, and Zendesk. It doesn’t replace your ticketing system but enhances it with an intelligent AI layer.

Risotto manages the entire ticket lifecycle, including:

• Ticket creation 
• Titling 
• Categorization 
• Tagging 
• Routing 
• Initial triage 

This way, you don’t have to manually transfer chat logs and update ticket statuses, which takes significant time and is prone to human error. As agents respond in Jira (or other ticketing systems), Risotto will sync the responses back to the Slack ticket, and vice versa.  

Customer Testimonial Supporting Risotto’s Seamless Bi-Directional Sync with Existing Ticketing Systems

“Risotto became the orchestration layer for Jira Service Management and gives us instant automation with AI… We always wanted to require a reason for application access, but it was really difficult to integrate that into JSM. Risotto adds that functionality to JSM and so much more.”

– Tom Grinberg, IT Manager at Trust & Will 

Rapid Time-to-Value

Our intuitive self-serve dashboard lets you make configuration changes instantly, without having to contact customer success or experiencing implementation delays. 

We also offer optional guided onboarding with our founding team, all of whom have firsthand IT experience to ensure seamless implementation.

Customer Testimonials Supporting Risotto’s Rapid Time-to-Value

“Risotto is one of the easiest tools I’ve implemented. We were up and running in less than a week and already seeing our first autosolves... getting Risotto integrated with Jira, Slack, and Okta was so seamless and fast.”

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

“​​Working with the Risotto team was awesome from day one. They all have IT backgrounds and really cared about making us successful.”

‍– Tom Grinberg, IT Manager at Trust & Will

“Ease of deployment was huge. We didn’t need a consultant or months of configuration. Risotto just worked.”

– Peter Hadjisavas, Head of IT at Hazel Health

“The speed and simplicity of Risotto’s setup was a great sign that we had made a good decision.”

‍– Phillip Rickett, VP of IT at Fundrise

"Risotto had the most thorough onboarding experience I've ever been a part of. Alex was great - he met with us weekly and made it very easy to quickly get up and running."

– Collin Clifford, Legal & Compliance Manager at Superhuman

Multi-Department Capabilities 

While IT teams typically adopt Risotto first, other teams often express interest in using it to automate their own repetitive tickets. 

After IT, HR is the next most common adopter, and Sales, Legal, Finance, Engineering, and other departments also frequently express interest. 

Risotto’s benefits for multi-department adoption include:

• Intelligent, automatic ticket routing to the right department and person.
• Built-in ticketing functionality that's simple and intuitive compared to complex traditional systems, perfectly suited for non-technical teams while saving costs on expensive enterprise solutions. 
• Department-level customization, allowing each team to tailor workflows, permissions, and maintain their own dedicated knowledge base.
• No extra fees for additional departments, unlike most ITSM platforms that charge per team.

Customer Testimonial Supporting Risotto’s Multi-Department Capabilities

"Once you add in HR our combined automation rate is even higher at 50.2%.”

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

"The multi-department capabilities are awesome. Our engineering and RevOps teams now also want to use Risotto as they also get lots of the same questions over and over again”.

– Collin Clifford, Legal & Compliance Manager at Superhuman 

Interested in Learning More About Risotto?

Risotto’s AI ITSM solution is deployable in hours (not weeks or months), and helps teams automate between 20–60% of tier-1 tickets. We encourage you to:

• Book a demo
• Read our origin story 
• Explore our customer success stories
  
  • Ironclad: Automated nearly 90% of access-related IT requests
  • Fundrise: Automated nearly 60% of IT support tickets
  • Superhuman: Automated nearly 20% of IT support tickets
  • ThoughtSpot: Automated nearly 48% of IT support tickets
  • Trust & Will: Automated nearly 35% of IT support tickets
  • Hazel Health: Improved deflection rates from 3–5% to over 20%
  • Shakepay: Automated nearly 40% of IT support tickets
  • Retool: Reduced SLA resolution time from an average of 2 days to under 1 day
  • Vidyard: Automated nearly 56% of IT support tickets

‍

2. Moveworks 

Moveworks is an agentic AI assistant that can help with various use cases. 

Its key products and capabilities include:

• AI Assistant
• Enterprise Search
• Productivity Boost
• Agent Studio
• Knowledge Studio
• Employee Experience Insights

To learn more about how Risotto compares to Moveworks, read our article on the best Moveworks competitors & alternatives.

‍

3. Freshservice 

‍Freshservice is an AI-powered ITSM platform that offers various use cases. 

Some of its key products and capabilities include:

• Freddy AI
• IT Service Management
• IT Asset Management
• IT Operations Management
• Enterprise Service Management
• Omnichannel

To learn more about how Risotto compares to Freshservice, read our article on the top Freshservice alternatives. 

‍

4. SysAid

SysAid is an AI-powered IT service management platform. 

Some of its key capabilities include:

• Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• Service Level Management
• Service Catalog Management
• Reporting & Analytics
• Workflow Designer
• Automations
• IT Asset Management
• CMDB
• Software License Management
• AI (Artificial Intelligence) Agents
• AI Agent Builder
• SysAid Copilot
• SysAid Copilot for Agents
• SysAid Copilot for End Users
• AI Certification Program
• AI Security & Governance

‍

5. Jira Service Management 

‍Jira Service Management is an AI-powered ITSM solution with a wide range of functionality. 

Some of its key features and capabilities include:

• Request Management
• Incident Management
• Change Management
• Asset Management
• Configuration Management
• Knowledge Management

To learn more about how Risotto compares to Jira Service Management, read our article the best Jira Service Management alternatives.

‍

6. Ivanti

Ivanti is an enterprise service management solution that offers powerful AI functionality. 

Some of its key products and capabilities include:

• IT Service Management
• Virtual Agent
• Workflow Data Integrations
• Service Desk Voice Integration
• Generative AI for ITSM
• Asset Discovery
• IT Asset Management
• IT Service Mapping
• Facilities Service Management
• HR Service Management
• Project Portfolio Management
• Governance, Risk & Compliance Management
• Security Operations Management

‍

7. Atera 

Atera is an IT management platform with AI agents that automate routine tasks.

Some of their key features and capabilities include:

• IT Autopilot
• AI Copilot
• Remote Monitoring and Management
• Ticketing and Help Desk
• Patch Management
• Network Discovery
• AI agents
• Remote access
• IT automations
• Work from Home
• Professional services automation
• Customer portal
• IT documentation

Overall, it’s a solid tool to solve issues quickly, minimize downtime and service disruption, and improve user experience.  

‍

8. ServiceNow

‍ServiceNow is a powerful enterprise-grade platform with a plethora of functionality and machine learning AI capabilities.  

Some of their key products and capabilities include:

• AI Agents & AI Bots
• IT Service Management
• ServiceNow AI Control Tower
• IT Operations Management
• Customer Service Management
• Strategic Portfolio Management
• IT Asset Management
• Governance, Risk, and Compliance
• Security Operations
• Field Service Management
• HR Service Delivery
• Employee Center

Overall, it’s a solid tool to improve ITSM processes. 

To learn more about how Risotto compares to ServiceNow, read our article on the best ServiceNow alternatives & competitors. 

‍

9. Aisera

Aisera is an agentic AI solution that caters to various use cases.  

Some of their key products and capabilities include:

• Aisera Assistant
• Aisera Agent Assist
• AI Agent Orchestration
• AI Chatbots 
• Agentic Conversations
• Autobrief
• GenIQ
• Hyperflows
• AI Workflow Builder
• Knowledge Serving
• Enterprise LLMs
• Security & Compliance

Overall, it’s a solid AI tool to automate IT service requests. 

To learn more about how Risotto compares to Aisera, read our article on the best Aisera competitors & alternatives.

‍

10. Atomicwork 

Atomicwork helps optimize your enterprise ITSM using AI. 

Some of their features and capabilities include:

• Agentic IT Support
• Request Management
• Incident Management
• Change Management
• Modern ITAM
• Modern CMDB

Overall, it’s a solid tool to improve operational efficiency, automate repetitive tasks, improve customer satisfaction, and achieve scalability.

‍

Interested in Learning More About Risotto?

Risotto is purpose-built for AI-driven tier-1 ticket resolution. It’s ready to use out of the box and can be up and running in hours, not weeks or months. 

To learn more, we invite you to: 

• Book a demo
• Explore customer success stories