# ITSM

Resolve IT incidents 50% faster while building institutional knowledge with every ticket.

End-to-end IT service management from ticket intake through resolution, with AI-powered classification, knowledge suggestion, and structured incident resolution workflows.

## Outcomes

50%  
Faster mean time to resolution  
70%  
Tickets resolved with suggested knowledge articles  
35%  
Reduction in ticket escalations

## Primitives Used

[space\
It Service Desk\
\
Central workspace for managing IT service requests and incidents](/content/en/marketplace/spaces/it-service-desk/index.html)  
[agent\
Ticket Classification Agent\
\
Classifies and routes incoming tickets by category, priority, and assignment group](/content/en/marketplace/agents/ticket-classification-agent/index.html)  
[skill\
Knowledge Suggestion Engine\
\
Surfaces relevant knowledge articles and past resolutions for active tickets](/content/en/marketplace/skills/knowledge-suggestion-engine/index.html)  
[procedure\
Incident Resolution Process\
\
Structured resolution workflow with escalation paths and SLA tracking](/content/en/marketplace/procedures/incident-resolution-process/index.html)

## How It Works

1  
### Intake

Tickets arrive via portal, email, or chat. The Ticket Classification Agent categorizes each by type, priority, and impact, then routes to the correct assignment group.

2  
### Suggestion

The Knowledge Suggestion Engine searches past resolutions and knowledge articles, surfacing the most relevant solutions for each ticket to the assigned technician.

3  
### Resolution

Technicians work tickets in the IT Service Desk with full context — related incidents, affected assets, suggested solutions, and SLA countdown visible in one view.

4  
### Close

The Incident Resolution Process enforces verification steps, captures resolution notes for the knowledge base, and generates SLA compliance reports.

## Why ITSM

IT service desks handle a high volume of tickets with wide-ranging complexity — from password resets to critical outages. Without intelligent triage and knowledge surfacing, technicians waste time on classification, searching for solutions, and re-solving problems that have been solved before.

Interloom’s ITSM solution connects four purpose-built primitives into an integrated service management workflow. Tickets are classified and routed automatically. Past resolutions are surfaced to technicians before they start investigating. And the resolution process captures knowledge for future use.

## What Makes This Different

Traditional ITSM tools are built around rigid ticket forms and static knowledge bases. Interloom adds an intelligence layer that learns from every resolution. The Knowledge Suggestion Engine doesn’t just match keywords — it understands the context of the current ticket and finds relevant resolutions even when the terminology differs.

Every resolved ticket enriches the system’s understanding, reducing escalations and resolution times over time without requiring manual knowledge base maintenance.

## Ready to get started?

See how this solution works for your team.