Explore the core IT Service Management processes for Incident, Problem, Change Request, and Release Management. Use the Agentic IT Service Desk to ensure efficient service delivery and operational stability. Use prebuilt workflows in compliance with ITIL and increase effeciency of your IT team with AI helping in every step of the way.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- How Service Management Records Work Together in IT Services
Agentforce IT Service management records are interconnected and work together for service stability and efficiency. While incidents and service requests capture employees needs, problems, change requests, and releases help IT teams implement long-term fixes and planned updates. - Agentic IT Service Desk
Centralize and manage IT service records, such as incidents, problems, and change requests from a single, unified workspace by using the Agentic IT Service Desk app. Optimize productivity for fulfillers and managers with enhanced collaboration from a single console. Streamline operations and resolve issues without needing to switch apps by providing quick access to key information. - Incident Management for IT Services
Identify, prioritize, and resolve IT incidents to restore services quickly and minimize business disruption. - Problem Management for IT Services
Problem Management in Agentforce IT Service helps your team proactively identify and manage the root causes of incidents, rather than just treating the symptoms. This process reduces the impact of recurring issues and prevents future disruptions by enabling long-term solutions that improve service efficiency and business operations. - Change Request Management for IT Services
Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions. - Proactive Customer Operations
When a service disruption affects customers, one underlying issue can generate many cases, and customer service reps and IT fulfillers work them in separate records. Connect those cases to the incident that's causing them, and give both teams the same view of the disruption and its impact. Teams troubleshoot the root cause once, and one broadcast keeps every affected customer informed about disruptions and planned changes. - Release Management for IT Services
Plan, schedule, and deploy IT changes to deliver stable services. - Request Management for IT Services
Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.