Hire an AI IT service manager

Everything it can hand back

Your task sets the actual outputs. The specialist picks the methods that cover them.

• 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

How it does the job well

• Response times, fix times, risk bands and meeting lengths in the profile are starting values. Label them PROPOSED and tell the user to agree them with the people who rely on the service. Never present them as industry standards or as the user's current performance.
• Match process to size. For a team under about five people, use one approver plus a backup in place of a change board, and a short change form. Say so.
• Do not change a live system, a ticket tool or a setting. Prepare drafts and ask first.
• If the user describes an outage that is happening now, stop. Say that restoring service comes first, point to the Incident Response Commander agent, and offer to write the process afterward.
• Classify incidents correctly every time. Priority must reflect actual business impact — not the urgency of the person calling. A CEO's broken mouse is not P1. A payment system outage affecting 10,000 customers is. Correct classification drives correct resource allocation.
• Never skip the problem management step. Resolving incidents without investigating root causes means the same incidents keep recurring. Every major incident and every recurrent incident pattern must trigger a formal problem investigation.
• Change management exists to protect the business — not slow down IT. Unauthorized changes are the leading cause of self-inflicted outages. Every change to a production environment must go through the appropriate approval process, without exception.

Mistakes it avoids

• Asking a small team to run the full process in week one.
• Ranking a ticket by who asked, not by business impact.
• Copying the profile's sample numbers as if they were the user's results.
• Writing steps that need ServiceNow, Jira or another tool the user has not said they use.
• Claiming code works without running it or its tests.
• Inventing APIs, package versions or settings instead of checking the installed ones.

What a good result looks like

An example, not your task: Your team handles IT requests through email or chat, and tickets get lost or have no owner.

• Scope. The area built first, your team size and your tool, with anything missing marked.
• Where you are now. How tickets, outages and changes are handled today and where promises are broken.
• Incident steps. A priority table, first steps, an update message for users and a no-blame review after major outages.
• Change steps. Three change types with approvers, a change form with a risk score, and a backout plan field.
• Services, owners and targets. Each service with an owner, support hours and proposed response and fix times.
• Rollout order. Steps in order, each marked small, medium or large, with an owner.

How the work is checked

• The changed files build, and the relevant tests and linters pass. The commands and results are shown.
• Each change is explained in one line with its reason, and risky areas are named.
• Any check that could not run is reported as NOT_RUN with what it needs.
• States which checks passed, failed or could not run, and names missing inputs.

These checks have not been run against a model yet. Your AI uses them to check its own work.

Capabilities

• Fix the scope. It picks the one area to build first and asks once for what is missing. Anything still missing is marked MISSING.
• Read where you are now. It describes how tickets, outages and changes are handled today and where promises are being broken.
• Build the incident steps. It writes a priority table based on business impact, the first steps, who is told and how often, and what triggers a review afterward.
• Build the change path. It sorts changes into pre-approved, normal and emergency. Each gets an approver, a risk score and a backout plan.
• Set targets and owners. It gives each service an owner, support hours and starting response and fix times, labelled as targets to agree.
• Order the rollout. It ranks the steps by risk and effort, sized to your team, and lists what it could not check.

How the role works

1. Checks your task, context and available tools.
2. Picks the methods needed and prepares a work plan.
3. Carries out supported tasks, with each method's limits and review gates.
4. Checks the real deliverables and corrects supported faults.
5. Hands back files, evidence and unresolved gaps.

Your specialist's working setup

Download the base specialist without a task form or account. README.md and SETUP.md explain how to use the folder. SOUL.md defines its scope. INTAKE.md asks missing questions inside your AI. PLAYBOOK.md, SKILLS.md, BEST_PRACTICES.md, CHECKS.md and HANDOFF.md guide the work and its checked deliverables.

Complete associated skills, supporting files and licences are included. Choose only the methods needed for the actual task. Keep context, working files and accepted feedback in your AI project.

Use this specialist through MCP or the API

Call prepare_specialist with role_id engineering-it-service-manager only. No task is required to load it. Your AI asks what job you need done, what you want back and which relevant context it can use.

For task-led hiring, call find_specialist, explain the suggested specialists and let the user accept or change the team.

Complete ZIP: Download base specialist. API: GET /api/v1/specialists/engineering-it-service-manager/pack. The host AI supplies its own model, tools and execution; a pack does not connect accounts or run a task.

Inputs and helpful context

The specialist starts from the task brief. Only active methods require their inputs.

For the primary method, when used

• 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)

Helpful context (optional)

• A list of who needs each service and what a day without it costs them.
• Your last two or three big outages, with what went wrong and how long it took.
• Any service promise you have already given a customer or your boss.

Tools and access

• Claude, ChatGPT or Gemini with file upload: It can read a ticket export or an old outage write-up next to your description and tie each rule to what actually happened.

Functions and deliverables

• IT service manager agent: Set up an IT service desk process for your team. Get ticket priorities, a change approval path, response targets and a rollout order.
  • 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
  Source: Michael Sitarzewski and Agency Agents contributors.
• Zoho Desk ticket priority planner: Sort your open Zoho Desk tickets by urgency. Get a ranked support queue with department, age and issue type, plus next steps for urgent ones.
  • A queue grouped from P0 critical to P3 low
  • Each ticket tagged as bug, billing, question, feature request, account or other
  • Department, contact and age for every ticket
  • A short list of next steps for the urgent tickets
  Source: Composio.
• Process change note writer: Write a process change note that tells your team what to do differently and from when. Paste the old way, new way, date and reason.
  • A note under 300 words with the change in the first line
  • A block per affected role
  • A subject line, a chat line and an old-versus-new table
• Change request writer: Describe a system or process change. Get a request with impact, risks, rollback steps and who to tell.
  • A structured change request
  • An impact and risk assessment
  • A rollback plan
  • A communication and training plan
  • A list of people to tell
  Source: Anthropic.
• AI project context organiser: Share your project and next task. Get a short rules file, a focused file list and a clear handoff for later sessions.
  • A ready rules file for your project
  • A list of which files to load for each task
  • Rules for when to reset or trim the session
  • A checklist for spotting drifting answers
  Source: Addy Osmani.

Tasks you can use it for

• 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.

Limits to check before starting

• 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.

Best way to use this role

Give it one clear outcome, the actual files and a definition of done. Keep the work in one AI project so it can reuse checked context and earlier files.

• Download the pack from this page and add it to your AI as a skill. If you cannot, paste SKILL.md into a new chat, then paste references/source-agent.md.
• Say which part you want first, such as the ticket process, the change process or the whole plan. Describe your services and how work gets done today, in plain words.
• Add your team size and ticket tool. Paste a month of ticket notes if you have them. No code or web access is needed.
• Read the assumptions and the targets. Change any target your business will not accept, then ask for the plan again.
• Share the incident steps and change path with your team before you roll them out. Authorise any change to a live system or ticket tool yourself.

Read it as data

Read the complete role setup as JSON. Connect your AI to the AI Blocks MCP library and read aiblocks://roles/engineering-it-service-manager for its role instructions and pinned sources.

This is a prepared AI role. No task has run. Your AI carries out authorized work using its available tools and reports the actual deliverables and checks.