IT Service Management Support
Every IT Team Already Has the Raw Material
for a World-Class Knowledge Base.
Cascade Puts It to Work.
Cascade’s IT Service Delivery Agent connects to your identity and ITSM systems, reads your existing ticket history and call transcripts, and builds a knowledge base that gets smarter with every request it handles. When an employee has an IT issue, the agent already knows who they are, what access they hold, and what your documentation says, and resolves it before it reaches a technician.
When the Service Desk Handles Itself, IT Leaders Get Back to the Work They Were Hired to Do.
IT teams are being asked to deliver enterprise AI strategy while their calendars fill with the same L1 tickets they fielded last quarter. The volume is real, and the engineers fielding it could be doing something else.
Sources: Exclaimer IT Leadership Survey, 2024; Gartner Group; Forrester Research
Cascade Turns IT Requests Into Resolutions.
Cascade is the agentic workflow automation platform purpose-built for HR and IT operations, designed from the ground up for the domain and the governance structures enterprise IT requires, not adapted from a general-purpose model or bolted onto a ticketing system that was never built for this work.
When an employee submits a vague request, the agent goes further than handing over a list of articles. It asks follow-up questions, narrows the problem, and works through your documentation using agentic reasoning: thinking through the issue, searching your knowledge base, and arriving at a resolution that fits the employee’s actual situation rather than a generic troubleshooting guide.
The knowledge base builds itself. Every IT team already has the raw material sitting in their ticket history and call transcripts, and Cascade puts it to work, continuously ingesting and enriching that data, then using it to automate L1 and L2 support at scale. No documentation project. No content migration. The knowledge base learns from what your team produces every day, which means it never goes stale and gets better the longer it runs.
When a request requires human expertise, the agent escalates with the full conversation history and a drafted response ready to review. Engineers get context and a starting point, not a blank ticket.
Cascade connects to your ServiceNow, Jira, Zendesk, identity provider, and intranet, coordinating their data through a single governed interface. Every interaction is logged, auditable, and scoped to the employee’s actual role and permissions. Cascade is SOC2 Type 2, GDPR, and CCPA compliant.
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
What IT teams see
Works with the systems you already run.
Cascade layers on top of your existing IT infrastructure without replacing it. Out-of-the-box integrations with your ITSM, identity, ticketing, collaboration, and knowledge management platforms mean your team is live in weeks, not quarters.
Integrations
Live before Open Enrollment opens.
Cascade connects to your existing ITSM, identity, and knowledge systems without replacing them. Your team is live in two to four weeks, with no IT project required before the agent goes live.
