ServiceNow
ServiceNow, for the clients who run it.
The enterprise ITSM your largest client insists on, supported natively rather than through an export. One of the four PSAs the platform ships against.
How it shows up
Usually it arrives with one client
ServiceNow rarely shows up because an MSP chose it. It shows up because a client did, and that client is usually too large to say no to and too important to serve worse than the rest of the book.
Supporting it natively is what stops that account becoming the one place your engineers work without the assistant, which is the account where the time is most expensive.
What it does there
The same work, whichever of the four you run.
That is the point of building against four PSAs rather than one. Your AI investment travels with you if you switch, acquire an MSP on another platform, or take on a client running something else.
The ticket is written during the call
The transcription agent writes notes, subject, classification and the time entry while the engineer is still talking, rather than at five in the afternoon from memory. This is the single largest piece of the 45 to 60 minutes a day.
Ask AI searches everything at once
Every resolution your team has ever recorded, alongside IT Glue, IT Boost, Hudu, SharePoint and Confluence, answered inside the ticket. Nobody has to remember which system holds the answer, or whether anyone ever wrote it down.
Every ticket is read and scored
Not a sample and not the ones somebody flagged. That is what makes XOP Command possible: escalation risk, client health and engineer coaching all come from the same pass over the same tickets.
What the agents raise lands here
Tickets from Agent-X and from the Voice-X inbound agent arrive on the right board with type, subtype and priority already set, so the queue does not fill with unclassified work for somebody to sort.
Getting it running
The configuration guide is not written yet
Worth saying plainly rather than letting you find out later. The client configuration portal has guides for ConnectWise and Autotask, and the ServiceNow one has not been written. The integration ships and is supported; the self-serve document is behind. Onboarding is run with you either way, and it takes four to six hours.
Onboarding runs four to six hours, and it is configuration rather than a project.
Run something else?