Triage and routing
Classify incoming work and send it to the right queue.
IT service operations for MSPs
Stop solving the same request from scratch.
Turn recurring service-desk work into a service you can deliver across customers. Autom Mate connects the request, the right workflow and the result while your customers keep their existing ITSM tools.
Your service catalogueBuilt to repeat
A SERVICE YOU CAN OFFER
First-line IT support
01Capture & classify
02Answer or escalate
03Update the request
✓ Request resolved or handed to the right engineer
Customer ASystems & rules
Customer BSystems & rules
Customer CSystems & rules
ServiceNow
HaloITSM
TeamsExample service design · configure for each customer
Another customer should not mean another manual queue.
Your team already knows how to handle common requests. The work piles up in classifying tickets, finding the right answer, chasing approvals and updating systems. Capture that delivery knowledge once, then configure it for each customer.
Knowledge-led support
Bring relevant answers into the request journey.
Human handoff
Give engineers the requests that need their attention.
From request to outcomeEngage Govern Execute Prove
First-line IT request handling
A user asks for help. The service identifies the request, offers relevant knowledge and routes work that needs an engineer.
Capture the request
Receive the question through chat or the customer's ITSM.
Apply the service rules
Use the customer's routing rules and required approvals.
Answer or route
Use the knowledge base or start the configured workflow. Escalate where needed.
Record the result
Keep the request, its status and the work performed visible.
One service design. Each customer's knowledge, ITSM connection and escalation path.
What you productize
The service stays reusable.
Package the service-desk work you already deliver. Reuse the design across customers instead of rebuilding each connection and handoff.
- Service inputs and the outcome you promise
- Workflow, approval and exception paths
- A clear record of the work performed
What you configure
The customer stays individual.
Set up each customer’s environment before delivery.
- Connections, credentials and data sources
- Access, policies and approval owners
- Completion checks and escalation routes
Watch the 46-second overview.
See a recurring IT request move from a manual queue into a defined service.
46-second overview · If the player is unavailable, use the YouTube link.
Watch on YouTubeWhich request keeps coming back?
Bring one recurring service-desk task. We will map the systems, handoffs and result together.
Tell us about your service
Share the recurring work you would like to offer your customers. We’ll help you map the systems, approvals and outcome.