Incident Management
Restore service fast
AI classification and priority scoring on arrival, automated routing to the right queue, and auto-remediation for known patterns — with full incident timelines for the ones that need people.
BEAK Platform · Service Management
AI-native service management that resolves before it routes.
BEAK ITSM is an AI-native, ITIL-aligned service management platform. Every incoming ticket is classified, prioritized and assigned by an AI engine before an analyst sees the queue — and a growing share never needs an analyst at all.
Multi-tenant by designCloud or on-premiseWhite-label per client
Incoming"vpn keeps dropping since this morning, urgent"
- category
- Network / VPN Connectivity
- priority
- P2 — High
- sla_policy
- Client-A · Resolve < 4h
- enrichment
- Asset + user context attached
- route
- Network Ops · Queue 2
- analyst_touch
- Not required — auto-remediation running
- status
- Resolved · knowledge article updated
3.4 hrsMean time to resolve, down from 6.1
~58%Tier 1 tickets automated
93–96%SLA compliance after go-live
< 1 weekNew analyst onboarding time
First principles
What is ITSM and why most implementations disappoint?
IT Service Management (ITSM) is the practice of delivering, managing, and improving IT services through standardized processes. From incidents and service requests to changes and problem management, ITSM helps IT teams deliver reliable services, meet SLAs, and create consistent user experiences.
Built on ITIL best practices, modern ITSM enables organizations to streamline operations, improve governance, reduce service disruptions, and continuously enhance service quality.
Many ITSM platforms have digitized service management, but they haven't transformed it. Tickets still rely on manual triage, routing, prioritization, and repetitive administrative effort. Analysts spend valuable time on routine requests instead of solving complex business problems.
As ticket volumes grow, response times slow, operational costs rise, and IT teams struggle to scale efficiently.
BEAK ITSM takes a different approach. AI-powered agents automate ticket classification, intelligent routing, repetitive request fulfillment, and resolution workflows — allowing IT teams to focus on exceptions, strategic initiatives, and high-value decision-making.
Standards alignment
ITIL-aligned across the practices that matter
BEAK ITSM implements the core ITIL service management practices as native modules — not add-ons — so process maturity and automation grow together.
Service Request Management
Catalog-driven fulfilment
A structured service catalog with self-service workflows takes routine requests — access, software, onboarding — off the analyst desk entirely.
Problem Management
Kill issues at the root
Recurring incidents roll up into problems; known errors are tracked with workarounds attached, so the same fire never gets fought twice without a record.
Change Enablement
Change without chaos
Approval workflows, risk context from the CMDB, and a shared change calendar that makes collision-free scheduling the default rather than a coordination miracle.
Knowledge Management
Answers that compound
A knowledge base wired into the AI engine: resolutions feed articles, articles feed self-service and agent deflection, and coverage grows with every ticket closed.
Service Level Management
SLAs watched in real time
Per-client SLA policies, configurable breach warnings, auto-escalation paths and reporting dashboards — compliance managed proactively, not discovered in the monthly report.
Service Configuration Management
A CMDB that stays true
Configuration items, service maps and automated discovery keep the CMDB current — so impact analysis and change risk run on real data, not last quarter's spreadsheet.
Monitoring & Event Integration
Signals become tickets properly
Events from Datadog, Splunk, PagerDuty and your monitoring stack arrive pre-correlated and pre-enriched — one incident per issue, not forty alerts per symptom.
The difference
AI-native, not AI-bolted-on
Legacy platforms added an assistant to the sidebar. BEAK made the AI engine the front door — every ticket passes through it before any human does.
Human reads, tags, routes
AI auto-routing engine
NLP classification across 20+ categories tags, prioritizes and assigns every ticket on arrival. The queue analysts see is already sorted, scored and enriched.
Analyst works every ticket
AI ticket lifecycle
Deflection, triage, enrichment and resolution as one automated flow. Routine requests self-resolve through the catalog and knowledge base; auto-remediation handles known incident patterns end to end.
Swivel-chair investigation
AI assistant in the console
An assistant with the full context of the ticket, the asset, the user and the history — summarizing, suggesting next actions, and drafting responses inside the analyst's own workspace.
The agent layer
Meet the Service Desk AI Agent for ITSM
BEAK ITSM ships wired to the Service Desk AI Agent for ITSM, from the BEAK AI Agents platform — one agent to your users, a team of specialized sub-agents underneath, working the service desk from both sides: where your employees ask, and where your analysts resolve.
Support where people already are
Employees describe the problem in plain language in Teams — no portal hunt, no form maze. The Conversational Agent takes it from there: a ticket is created, categorized and routed automatically, and where the knowledge base has the answer, the issue self-resolves without ever reaching the queue.
A colleague with total recall
Inside the console, agents keep the machine running: approvals move through multi-level flows without chasing, SLA risk gets flagged before breach, and policy checks run on every action — automatically, and fully auditable.
ConversationalNatural-language problem reporting
TicketAuto-creation, categorization & routing
KnowledgeKB queries & self-resolution
ApprovalMulti-level approvals & escalation
SLAProactive breach monitoring
PolicyCompliance & access enforcement
Every sub-agent is custom-built and configured to your environment in BEAK AI Studio — no code, sprint-based delivery, new agents added every sprint. Running infrastructure too? The sibling ITOps AI suite covers alert triage, enrichment, remediation and cross-domain root cause on the operations side.
Product tour
Four screens that tell the whole story
01
DashboardSLA risk you can see coming
The operations dashboard leads with what matters: open and in-progress volume, resolution trends, and an SLA breach-warning panel that flags tickets approaching breach hours before it happens.
- Per-tenant view with one-click client switching
- Breach warnings ahead of the deadline, not after it
- Created-vs-resolved trend to spot backlog drift early
02
Ticket workspaceEvery ITIL module, one left nav
Incidents, service requests, the service catalog, problems, known errors, changes, the change calendar, knowledge base and CMDB — the full practice set lives in one workspace, sharing one data layer.
- Tickets arrive pre-classified and pre-prioritized
- Queue views by analyst, team or client
- No context lost between modules — it is one record
03
Workflow studioAutomation your team can build
A visual, no-code workflow builder with approval gates, parallel branches, conditions, timers and status transitions — so the processes you actually run become automations, without a development backlog in between.
- Drag-and-drop nodes: approvals, conditions, timers, actions
- Form builder for structured intake on any request type
- Workflow instances tracked live, per execution
04
CMDB & network mapConfiguration data that stays alive
Automated discovery keeps configuration items current and draws the network map for you — so when a change is proposed or an incident lands, impact analysis runs on how the environment actually looks today.
- Auto-discovery of devices, services and relationships
- Visual network map with live device status
- CI records linked to tickets, changes and problems
Architecture & deployment
Built multi-tenant. Deployed your way.
Multi-tenant by design
One instance, isolated client environments. Scale from three clients to thirty without re-platforming — each with its own SLAs, catalog and branding.
White-label portal
Client-facing portals carry your brand, not ours. For MSSPs, that is a premium service tier your clients see as yours — because it is.
Cloud or on-premise
SaaS-hosted or deployed in your own environment — your compliance posture decides, not our architecture.
Go-live in weeks
No legacy data migration required to start. Discovery, intake, and a working configuration in the first sprint.
Ecosystem
Plays well with the stack you have
Native integrations connect BEAK ITSM to your identity, collaboration, monitoring and existing service management tooling — arrival is additive, not rip-and-replace.
Microsoft 365Azure AD / EntraMicrosoft TeamsOutlookServiceNowFreshserviceJira Service ManagementSlackPagerDutyDatadogSplunk
Measured results
What the AI changes after go-live
Benchmarks observed across BEAK ITSM deployments, measured 90 days after go-live in typical MSSP environments. VERIFY — pending sign-off All figures below require account-owner and legal sign-off before publish.
| Metric | Before | After BEAK |
|---|---|---|
| Mean time to resolve (MTTR) | 6.1 hrs | 3.4 hrs |
| Tier 1 tickets automated | < 5% | ~58% |
| SLA compliance | 74–78% | 93–96% |
| Tickets per analyst per day | ~48 | ~21 |
| New agent onboarding time | 3–4 weeks | < 1 week |
Figures represent averages across BEAK ITSM deployments of equivalent scope. Individual results vary by environment complexity.
Who it is for
Two operations, one platform
MSPs & MSSPs
Margin protection at scale
- One pane across every managed client — health, SLA status, ticket velocity, analyst utilization
- Automation absorbs Tier 1 so growth stops meaning headcount
- White-label portals support premium service-tier pricing
- Automated SLA reporting replaces hours of monthly manual assembly per client
Enterprise IT
One service layer for every business unit
- Consolidate fragmented ITSM tools onto one data layer
- A single catalog, SLA framework and knowledge base across BUs
- Change enablement with real CMDB-backed impact analysis
- Executive dashboards that are live, not assembled quarterly
Questions we get
Frequently asked
Does BEAK ITSM follow the ITIL framework?
Yes — the platform implements the core ITIL service management practices as native modules: incident, service request, problem, change enablement, knowledge, service level management and service configuration (CMDB). Your processes can mature along the framework without bolt-on tooling.
Do we have to replace our existing tools?
No. BEAK integrates with ServiceNow, Freshservice, Jira Service Management and your monitoring stack, so it can run alongside what you have, consolidate gradually, or replace outright — your sequencing, not ours.
What does migration involve?
Less than you would expect: go-live does not require a legacy data migration. We start from discovery and intake — your ticket types, SLAs, workflows and runbooks — and configure the platform to how you already operate.
Are the AI agents part of ITSM or a separate product?
Both, deliberately. The Service Desk AI Agent for ITSM belongs to BEAK AI Agents — the platform's agent layer — but it ships natively wired into BEAK ITSM: the agent creates, enriches and resolves tickets directly in the same data layer. You can start with ITSM and grow the sub-agent roster sprint by sprint, or bring the agent to an existing ITSM stack through integrations.
How much control do we keep over the AI?
Full control. Routing rules, auto-remediation scope, and escalation paths are configured per environment, every AI action is logged and auditable, and anything can be set to require human approval before execution.
How fast can we be live?
Typical deployments go live in weeks, not quarters — cloud-hosted or on-premise. The first sprint delivers a working configuration against your real tickets, and coverage expands sprint by sprint from there.
See BEAK's AI on your tickets.
Bring a ticket dump and your sharpest SLA pain. We will show you exactly what the AI engine would have routed, resolved and escalated — in your environment, not a demo script.
