AI-Native IT SErvice Management

Give Every Employee Instant IT Support, and Free Your IT Team for the Work That Moves the Business

Cascade’s IT Service Delivery Agent connects to your identity and ITSM systems, learns from your ticket history and call transcripts, and resolves requests before they reach a technician. When an employee asks for help, the agent already knows who they are, what access they have, and what your documentation says, so the answer fits their situation rather than a generic runbook.

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When the Service Desk Handles Itself, IT Leaders Get Back to the Work They Were Hired to Do.

Your team was brought in to deliver enterprise AI strategy, but the calendar keeps filling with the same L1 tickets it handled last quarter. The volume is real, the work is repetitive, and the engineers fielding it are the same people you need on transformation. Cascade takes the repetitive layer, so your roadmap stops waiting on the queue.

$70
AVERAGE COST

That’s the average cost of a single password reset handled by the service desk, before you count the productivity lost while the employee waits

40%
TURNOVER

Annual help desk turnover is 40%, which walks institutional knowledge out the door every year

100 HOURS
OF PRODUCTIVITY LOST

Per employee, each year to broken IT processes

14% IT REQUESTS RESOLVED

With self-service, the numbers of requests resolved today are minimal, which leaves the rest on your team

Sources: Exclaimer IT Leadership Survey, 2024; Gartner Group; Forrester Research

Three Agent Architecture

Cascade deploys three agents that share the same data and governance, each handling a distinct layer of IT service delivery and handing off cleanly between them.

AI Service Desk
Employees ask in Slack, Teams, your web portal, or mobile, and the agent answers, deflects routine requests that never needed a human, and connects to your SSO, SCIM, and ServiceNow to execute work like password resets and laptop orders. When a request needs a person, it escalates with the conversation history and a drafted response for the technician to review.

AI Knowledge Base
Every resolved issue and recurring ticket pattern becomes a maintained article, built from the ticket history and call transcripts you already have, so there is no content migration required. Nothing publishes without admin approval, and the agent flags runbooks that have gone stale based on what employees are actually asking.

AI License Manager
Automated lifecycle management cuts license waste and catches active licenses tied to departing employees before they become a security or cost risk. CMDB and LMDB intelligence reaches across Salesforce, ServiceNow, Workday, SAP, Oracle, and Microsoft, and IT policy and approval workflows run without manual routing.

If your organization already runs Cascade for HR, the integrations are live and the data model is in place.

Extending to IT operations takes weeks, because your IT team builds directly on what your HR team already built.

The whole organization runs on a single AI layer that knows both sides of the employee experience: HR policy and IT access, in the same platform, governed the same way.

One platform. The view from both sides.

Cascade interprets every IT request against your documentation, the employee’s actual identity and access profile, and your organizational context, then resolves it. What employees experience as a fast, private support conversation is, in the same moment, real-time operational intelligence for IT.

What employees experience

An answer in Slack, Teams, web, or mobile the moment something blocks them, with no ticket to file and no queue to wait in.

A resolution matched to their actual role and access, so they are not translating a generic article to their own setup.

Requests like access grants, password resets, and laptop orders are carried end-to-end, not handed back as a list of links.

Status they can see for anything that does escalate, so they stop chasing IT for updates.

What IT teams see

Full conversation history on every escalation, with a drafted response trained on your past resolutions, so the starting point is already useful.

Real-time topic analytics by employee group, location, and request category, so you can see where issues cluster and which docs need work.

Automatic flags when runbooks are missing or outdated, surfaced from real questions rather than a manual audit.

Escalations routed to the right queue in your existing ticketing system, with nothing lost between the chat and the ticket.

How Resolution Works

Cascade reasons through the request, then resolves it.

When an employee submits something vague, the agent asks follow-up questions, narrows the problem, and works through your documentation to find the resolution that fits the situation. Every interaction is logged, auditable, and scoped to the employee’s real role and permissions. Cascade is SOC 2 Type 2 in all five trust criteria, GDPR, CCPA, and ISO 42001 compliant.

Works with the systems you already run.

Cascade layers on top of your ITSM, identity, ticketing, collaboration, and knowledge platforms without replacing any of them. Out-of-the-box integrations mean your team is live in weeks, not quarters.