ITSM AI Agent
Intelligent IT Support That Resolves Issues Before Productivity Is Lost
In today’s digital workplace, even minor IT disruptions can have a significant impact on productivity. From password resets and VPN issues to application failures and service backlogs, traditional IT support models still depend heavily on portals, emails, and waiting queues — slowing resolution times and overloading support teams.
The ITSM AI Agent by Compusoft Advisors modernises IT service delivery.
Built as a standalone AI agent on Microsoft Copilot Studio, it can be deployed across Microsoft Teams, internal portals, intranets, websites, and mobile applications. Employees receive immediate, conversational support for troubleshooting, diagnostics, and service requests — while IT teams gain better control, visibility, and efficiency.
Instant assistance for users. Fewer tickets for IT. Faster, standardised, and fully traceable service delivery — an approach increasingly adopted by enterprises across Australia and the ANZ region.
What Challenges Does the ITSM AI Agent Address?
Most large organisations face recurring IT support issues, including:
- High volumes of repetitive tickets for common issues
- Delays caused by limited IT team availability
- Employees unsure how to resolve minor technical problems independently
- Manual ticket creation through support portals
- Frequent follow-ups requesting ticket status updates
- Limited visibility into recurring incidents and root causes
The ITSM AI Agent replaces fragmented support channels with a single intelligent frontline interface, enabling self-service resolution while ensuring complex issues are escalated correctly and efficiently.
Key Capabilities
Employees receive instant answers to IT policies, device usage guidelines, password rules, VPN instructions, software access policies, and onboarding setups — retrieved directly from approved Microsoft knowledge repositories.
The agent leads users through structured, step-by-step troubleshooting journeys tailored to each incident. Instructions adapt dynamically based on responses, with outcomes verified before escalation is recommended.
Integrated workflows perform background health checks such as:
- Network performance testing
- Application version validation
- Service availability checks
- Firewall and port connectivity verification
Root causes are identified early, significantly reducing unnecessary ticket creation.
Based on diagnostic outcomes, the AI recommends the most appropriate next step — retrying later, updating software, restarting services, switching networks, or escalating to an IT engineer.
Tickets are raised directly through chat rather than portals. The agent captures full context automatically, including urgency, impact, device details, and service category — enabling accurate routing within the ITSM platform.
Employees can retrieve ticket details conversationally at any time, including:
- Reference numbers
- Assigned engineer
- Current status
- Estimated resolution timelines
This transparency eliminates repetitive follow-up emails and calls.
Service outages, ticket updates, troubleshooting outcomes, and scheduled maintenance alerts are delivered instantly via Teams and connected channels.
Common IT Support Scenarios
- Password and access policies
- Device usage guidelines
- VPN configuration support
- Software installation permissions
- Outlook synchronisation failures
- Microsoft Teams launch issues
- Wi-Fi connectivity problems
- VPN authentication errors
- Service outage detection
- Performance bottleneck identification
- Version mismatch alerts
- Network or firewall configuration checks
- ERP and application access provisioning
- Device replacement requests
- Hardware health alerts
- Network connectivity fault reporting
Users track ticket history and progress directly through chat without switching tools or visiting portals.
Microsoft-Based Technology Framework
The ITSM AI Agent is built entirely within the Microsoft ecosystem, ensuring enterprise-grade scalability, security, and governance.
- Microsoft Copilot Studio : AI agent orchestration and governance
- Omni-channel deployment : Teams, web widgets, portals, and mobile applications
- Microsoft Graph & SharePoint : Trusted knowledge and policy repositories
- Power Automate : Diagnostics, approvals, and ticket workflow automation
- Power Platform Connectors : Integration with ITSM platforms
- ServiceNow (or equivalent) : End-to-end ticket lifecycle management
All interactions operate within Microsoft compliance standards, supported by role-based access controls and enterprise data governance policies.
Operational Impact
Organisations deploying the ITSM AI Agent typically achieve:
- Faster incident resolution and reduced downtime
- Significant reduction in repetitive helpdesk tickets
- Lower operational strain on IT support teams
- Improved end-user satisfaction
- Greater visibility into recurring issues and support trends
- Better utilisation of IT resources and skills