IT Genie

IT Genie processes user requests and questions by executing defined workflows. The agent handles approvals and escalates issues to appropriate teams based on rules and conditions you configure.

Watch a demo of IT Genie

Example use cases

IT Genie supports the following use cases:

• Knowledge retrieval: Retrieves relevant information from knowledge bases, documentation, and internal resources to answer user questions.

  • Example: An employee asks how to configure their email client on a mobile device. IT Genie searches the knowledge base and provides step-by-step configuration instructions specific to their device and email provider.

• Password reset: Resets passwords to minimize user downtime.

  • Example: IT Genie can assist with password reset requests by collecting required information and routing the request to the appropriate system or team for resolution.

• Access provisioning: Grants or removes user access while ensuring secure IT operations.

  • Example: IT Genie can streamline new employee onboarding by coordinating access requests for email, collaboration tools, and department-specific applications based on role requirements.

• Group and distribution list management: Adds or removes users from groups across identity management systems, including Google Groups, Okta Groups, and Active Directory.

  • Example: A team lead requests adding three new hires to the engineering distribution list and Google Workspace group. IT Genie adds the users to both systems and confirms the changes.

• Endpoint management: Manages and installs software through endpoint management apps.

  • Example: A designer requests Adobe Creative Cloud. IT Genie verifies license availability, pushes the software installation to their laptop, and sends setup instructions.

• Ticket management: Autonomous ticket creation, tracking, and resolution for IT requests.

  • Example: IT Genie troubleshoots common technical issues like application errors or connectivity problems, provides step-by-step resolution guidance, and escalates complex cases to appropriate support teams.

• Reporting and metrics: Tracks key performance indicators to measure IT operations effectiveness.

  • Example: IT leadership reviews monthly reports showing ticket deflection rate and mean time to resolution (MTTR) to identify automation opportunities and demonstrate the value of IT Genie to the organization.

CUSTOMIZATION

IT Genie can be extended beyond these use cases. The extent of customization depends on your organization's technology stack and integration requirements.