{ "schema": "aiblocks-page/1", "id": "agency-engineering-it-service-manager", "type": "agent", "name": "IT service manager agent", "summary": "Set up an IT service desk process for your team. Get ticket priorities, a change approval path, response targets and a rollout order.", "headline": "IT service manager agent", "subhead": "Describe the IT services your team runs and how problems and changes get handled today. Your AI builds the service desk process around that, using ITIL, the standard way to run IT as a service. You get priorities, a change path, response targets and the order to roll them out.", "job": { "id": "manage-it", "name": "Manage IT services and recovery" }, "level": "intermediate", "thinking": "high", "tested": true, "updated": "2026-11-03", "first_published": "2026-10-26", "inputs": [ { "type": "question", "required": true, "label": "Question", "what": "the problem, decision or piece of work you want help with, and what a good outcome looks like" }, { "type": "source_text", "required": false, "label": "Source text", "what": "a long source in full: an article, a video or talk transcript, or notes from a book, with its title, author and link" } ], "outputs": [ { "type": "plan", "required": true, "label": "Plan", "what": "a dated plan: what to do, in what order, with a decision rule for each step" } ], "you_give": [ "The IT services your team runs, such as email, laptops, Wi-Fi, a web app or payroll software, and who relies on each", "How requests, problems and changes get handled today, even if it is just \"people message us\"", "Your team size and the tool you use for tickets, if any (optional)", "A month of ticket or incident notes, or an old outage write-up (optional)" ], "you_get": [ "A ticket priority table that ranks by business impact, with who to tell and how often", "A change approval path with three types of change, a risk score and a backout plan to fill in", "A list of your services with an owner, hours and response and fix targets for each", "A rollout order, from what to do this week to what can wait" ], "use_when": [ "Your team handles IT requests through email or chat, and tickets get lost or have no owner.", "A change broke something last month, and you want a written approval step before the next one.", "Your boss or a customer asks what your response and fix times are, and you have no answer.", "You are moving to Jira Service Management, Freshservice or ServiceNow and need the process rules first." ], "skip_when": [ "You are in an outage right now. Use the Incident response coordinator, then come back to write the process.", "You need to plan a security breach response. Use the Security incident responder.", "You want reliability goals and alerts for a web app. Use the Site reliability engineer.", "You want help writing ServiceNow code or fixing a ServiceNow error. Use the ServiceNow troubleshooting specialist." ], "output_sample": { "input": [ "The IT services your team runs, and who relies on each", "How requests, problems and changes get handled today", "Your team size and ticket tool (optional)", "A month of ticket notes or an old outage write-up (optional)" ], "prerequisites": [ "An AI that can read files, if you attach ticket exports or notes" ], "output": [ { "name": "Scope", "contains": "The area built first, your team size and your tool, with anything missing marked." }, { "name": "Where you are now", "contains": "How tickets, outages and changes are handled today and where promises are broken." }, { "name": "Incident steps", "contains": "A priority table, first steps, an update message for users and a no-blame review after major outages." }, { "name": "Change steps", "contains": "Three change types with approvers, a change form with a risk score, and a backout plan field." }, { "name": "Services, owners and targets", "contains": "Each service with an owner, support hours and proposed response and fix times." }, { "name": "Rollout order", "contains": "Steps in order, each marked small, medium or large, with an owner." }, { "name": "Assumptions and checks not done", "contains": "What the AI assumed and which checks it could not run." } ] }, "output_shape": "SCOPE\n Area | Team size | Tool \n\nWHERE YOU ARE NOW\n | | \n\nINCIDENT STEPS\n PRIORITY TABLE: | | | | \n FIRST STEPS: | | \n UPDATE MESSAGE: