Service operations on the platform you already run.
Your customer data, your users, and your workflows live in Salesforce. Running ITSM in a separate tool means paying twice — once in licences, and again in every integration that quietly drifts out of sync.
Why teams bring ITSM onto Salesforce
"We run a second platform just for tickets."
A dedicated ITSM suite is a heavy answer when your organisation already lives on Salesforce. Consolidating removes a licence bill and an integration layer in one move.
"IT can't see what the business sees."
When incidents, requests, and customer records share one platform, an outage's business impact is visible in the same view as the ticket — no swivel-chair triage.
"Our processes outgrew email and spreadsheets."
Growing companies hit the moment where informal IT support breaks. Building ITSM on Salesforce means growing into structure without buying a new platform.
ITSM designed as a practice, not a ticket queue
Incident & request management
Intake, categorisation, routing, and SLA tracking built on Service Cloud patterns — with the swarming and escalation paths your severity levels actually require.
Change & problem management
Approval workflows, change calendars, and root-cause tracking that give you auditability without turning every change into a committee meeting.
Asset & configuration management
A pragmatic CMDB on the platform: assets tied to users, incidents tied to assets, and the reporting to finally answer "what does this system depend on?"
Agentforce for the service desk
Deflect the password resets and status checks with an AI agent grounded in your knowledge and asset data — so humans handle the incidents that need humans.
Migration from legacy ITSM tools
Structured migrations off heavyweight ITSM suites — process mapping, data migration, and a cutover plan that doesn't leave the service desk dark for a weekend.
ITSM Cloud, with AI at every stage
The six areas of our ITSM capability — built on the Salesforce platform, powered by Agentforce.
Incident Management
AI-powered incident detection — Agentforce autonomously detects, categorises, and routes incidents in real time via Slack or Teams. Major-incident automation — multi-user reports auto-escalated, summarised, and resolved with zero manual triage.
Problem Management
Root-cause analysis — AI finds patterns across thousands of incidents to surface systemic problems before they recur. Known-error knowledge base — resolution intelligence captured automatically for future deflection.
Change & Release Management
AI change-risk scoring — change risk predicted from CMDB dependency data, reducing unplanned outages. Structured approvals — CAB-aligned chains with automated impact assessments and rollback controls.
Agentic CMDB
Auto-discovery & service graph — continuous mapping of physical, virtual, and cloud infrastructure with real-time dependency visualisation. CI relationship intelligence — instant blast-radius analysis during incidents and change risk assessment.
Service Request & Catalog
Conversational self-service — employees request access, hardware, and software in natural language via Slack or Teams, no portal needed. Intelligent routing — AI fulfils common requests autonomously 24/7, cutting the Tier-1 queue by up to 70%.
Knowledge Management
AI article suggestions — relevant knowledge surfaced automatically during incident resolution to cut handle time. Continuous enrichment — resolved tickets auto-generate new articles, keeping the knowledge base current without manual effort.
An underserved corner of the platform. Deliberately ours.
- Few SIs take ITSM on Salesforce seriously. We chose it as a practice precisely because it rewards platform depth over body count.
- Process before configuration. ITSM projects fail on process design, not features. Solution architects map your operating model before anything is built.
- One platform, one truth. Every ITSM build is designed to share data cleanly with your sales, service, and revenue operations — because that's the whole point of consolidating.
Paying for a second platform your team resents?
Bring us your ITSM stack and your Salesforce org. We'll give you a straight answer on whether consolidation pays back — and what it takes.