Service Management Overview
Moveworks redefines enterprise service management by delivering instant, intelligent support through AI. From automating workflows to guiding employees with personalized help, our Service Management offering helps your employees resolve issues faster and more efficiently.
What’s Included?
Concierge
Concierge simplifies ticketing by letting employees manage the entire lifecycle of a request directly in chat. Let employees manage their tickets directly in chat with simple, conversational prompts.
🔹 File new tickets using natural language
🔹 Look up existing tickets instantly
🔹 Check the real-time status of any request
Forms
Forms helps employees find and complete the right service forms — fast. No more digging through portals.
🔹 Instantly find the right form in seconds
🔹 Fill out forms via chat or portal
🔹 Auto-fill known fields to speed up submission
Live Agent Chat/Handoff
When an issue needs a human touch, Moveworks can escalate directly to a live agent. It transfers the full conversation context to your service desk tool, so agents hit the ground running.
🔹 Automatic or user-initiated handoff
🔹 Preserves full chat history
🔹 Reduces resolution time for complex issues
Triage
Triage uses machine learning to automatically categorize, prioritize, and route requests — even before they hit the help desk. It improves accuracy and reduces manual sorting.
🔹 AI-based ticket classification
🔹 Accelerates time-to-resolution
🔹 Learns and adapts over time
Approval Mirroring
Streamline approvals by bringing them into chat. Whether it's access requests, software installs, or policy exceptions, the Approvals capability mirrors workflows from systems like Atlassian Jira and ServiceNow.
🔹 Approvers respond directly within your AI Assistant
🔹 Full visibility into pending and completed approvals
🔹 Secure, auditable, and compliant
Updated 18 days ago