Help us shape service management where agents already work

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TL;DR: Service work has already moved into Slack, Teams, and AI-assisted conversations. We want to explore how agents can handle requests end to end where they already work, without switching to the JSM agent experience. We are looking for enterprise IT teams and teams in departments such as HR, Finance, Legal, and Facilities to help us test the idea and shape what comes next. Sign up here

Hi everyone,

Service work increasingly starts in Slack and Teams. An agent sees a request in a conversation, brings in the right people, works through the issue, and reaches a resolution without leaving the thread. The record in JSM often comes later, when someone has to add the details after the work is done so there is a clear record.

That gap creates friction for enterprise IT teams, and it is even more visible in teams such as HR, Finance, Legal, and Facilities, where people may only participate in service work occasionally. If the JSM agent experience is separate from the place where the conversation and context already exist, it can become a barrier to adoption.

We think service management should be available wherever service work happens.

We want agents to be able to handle requests end to end where they already work. That could include Slack, Teams, Rovo, or another AI assistant, without opening the JSM agent experience.

Who we want to hear from

• IT service desk teams whose agents primarily collaborate in Slack or Teams

• Teams in HR, Finance, Legal, or Facilities where people handle service requests occasionally and find the JSM agent experience unfamiliar or heavyweight

• Teams who have experienced the gap between where work happens and where it gets recorded, and want to validate whether this approach works in practice

What participation looks like

We are looking for a small number of teams to join short conversations with our product and engineering team, share how service work happens today, and try the approach as it develops. We will start with one real workflow and learn from how it works for your team.

There is no heavy lift and no polished feedback required. We want to understand where work happens, what context agents need, and whether working a request in Slack, Teams, or an AI surface can replace the round trip to the JSM agent experience.

Spots will be limited because we want to work closely with a small number of teams and learn from the details of how service work happens in practice.

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Call to action

Interested in helping? Sign up here and tell us a little about your team, where service work happens today, and the surfaces your agents use.