Transform Customer Experience with SummitAI for IT Service Management

In today’s hyper-competitive digital economy, the scope and pace of innovation is unprecedented. Change is the only constant and you must be the catalyst of change to leverage benefits offered by AI-based innovation. For businesses to survive and thrive, the ability of all functional areas, including IT, to support the business through innovation has never been more vital in powering the digital experience. SummitAI for ITSM is a system of intelligence designed to take IT and business to greater levels of speed, responsiveness, and productivity.

AI-powered SummitAI for ITSM enables an IT Service Desk to take a fresh look at the existing ways of running operations. Customers have new expectations around the speed and quality of interactions. It can power the IT Service Desk and transform the way routine tasks are performed

Users converse with SummitAI for ITSM using natural language and receive personalized and intelligent responses. SummitAI leverages sophisticated natural language processing technology to understand the intent of the issue. An issue can correspond to an incident, service request, or a query. SummitAI also understands the context in which the intent was expressed and uses machine reasoning based techniques to determine the next best course of action.

SummitAI can automatically resolve up to 30% of the user issues and the rest are intelligently routed to the right human agent. In addition, SummitAI continuously tracks outcomes, and learns incrementally to dynamically improve the quality of its predictive models.

Key Benefits and Features

Scalable and Multi-tenant

SummitAI enables creation of multiple instances with single application installation and database. It provides completely isolated tenant environments that can co-exist in the same application.

Operational Intelligence

This empowers IT analysts with enhanced situational awareness of their IT environment and recommends corrective actions to incidents, thereby driving higher First Call Resolutions (FCR) of issues.

Instant War Room and Escalations

SummitAI enables the process of both functional and hierarchic escalation during an incident handling. It creates an instant war room for analyst-end user & analyst-analyst.

Service Automation

SummitAI provides automation libraries for automating up to 30% of repetitive and manual tasks that can be triggered by agents or automatically by CINDE which helps in scaling enterprise productivity.

Optimal skill-based SLA fulfillment

The SummitAI IT Service Management solution ensures availability of analysts with the right skills so that the incidents can be automatically routed to the most suitable analyst with optimal skill set.


SummitAI Gamification solutions have been designed thoughtfully to build a workplace that is more competitive and fun for the delivery operations team. It helps to define and reinforce desired behavior in the support staff and drive the right work culture; thereby improving productivity and customer satisfaction.

View What SummitAI IT Service Management Capabilities

SummitAI Service Management Modules

Incident Management

The SummitAI Incident Management module is ITIL 2011 certified, and includes powerful SLA Management, Work Order Management, Auto Routing, and Auto Escalation workflows. These can be configured based on Priority, Impact, Urgency, Category, Classification, CI, Customer, User, or Location. Incidents can be auto‐routed to workgroups based on the location, customer, or the category, and can be auto-assigned to analysts based on their skillset, incident resolution experience, and shift availability. Incident Management is tightly integrated with Knowledge Management to help the end users resolve incidents themselves (self-service) and analysts to provide faster resolutions.

Problem Management

Problem Management is an IT Service Management sub-module that provides a wide variety of resources to boost the understanding of a problem, and consequently, prevent the occurrence and recurrence of incidents. The two processes of Problem and Incident Management are interrelated because incident records are essential for successful problem identification. However, while Problem Management aims at providing permanent solutions to root cause issues, Incident Management focuses more on quick solutions.

SummitAI Problem Management is an ITIL 2011 certified module that includes powerful options for Problem Review, Diagnostics, and Root Cause Analysis. It offers the Ishikawa (Fishbone Analysis) method of Root Cause Analysis for effective resolution of Problem Records. It also helps in capturing workarounds and integrating them with Knowledge Records. It is integrated with all the major modules, such as Incident Management, Change Management, Knowledge Management, CMDB and Project Management.

Change Management

SummitAI Change Management is an ITIL 2011 certified module that addresses the controlled implementation of changes made to the IT infrastructure. With a majority of service interruptions being caused by change-related incidents and Service Requests, a process is required to address change implementation with minimum impact on IT services. The Change Management module does just this, by ensuring that changes are traced, with minimal risk and disruption.

SummitAI Change Management delivers comprehensive process management by assuring effective coordination with SummitAI Configuration Management Database (CMDB). It seamlessly moves a Change Request (CR) from planning, through implementation, CAB approval, and finally, verification. The process ensures that the changes made are in consultation with the status monitoring activities of Configuration Management and Problem Management among several other processes. A specific path is followed during change implementation.

The dashboards are easy to interpret. The module also ensures that all the standard ITIL procedures for change handling are followed, thereby eliminating risks as a whole. Change Management works towards striking a balance between flexibility and stability.

Configuration Management

The SummitAI Configuration Management Database (CMDB) is an ITIL 2011 certified module that provides a common view of business services. It also allows a greater understanding of infrastructure, enabling strategic planning and moderation of risks. It provides access to service information across specialized IT management entities, subsequently transforming the focus of the IT organization from technology to outcome driven by business services.

This module stores a comprehensive list of the organization’s Configuration Items (CI). CMDB supports an automatic import of hardware and software assets and Service Catalog items. It can also track relationships between IT assets and service activities, apart from reporting and comparisons of SLAs and QoS delivered.

Release & Deployment Management

The SummitAI Release and Deployment Management is an ITIL 2011 certified module that is used to maintain the integrity of an organization’s production environment. This is performed during the lifecycle of release packages from planning, building, installing, and testing to deployment. This multi-tenant system is integrated with CMDB and Change Management that facilitate the planning, scheduling, and control of changes and updates from a test to a live environment.

The SummitAI Release Management module supports both functional and hierarchical escalations and integrates related systems in a single record. The IT teams can overcome the challenge of complex Release Management processes, with SummitAI’s products by using efficient tools to track and record the release information. The system enables planning, analyzing, testing, and executing as per the processes defined by the organization while maintaining the integrity of the current production systems in the live environment.

Request Fulfillment

The SummitAI Request Fulfillment is an ITIL certified module that helps end users to request for information, advice, or for a standard change or access an IT service. The end users can raise Service Requests (SRs) using the Service Catalogs related to their various needs, such as a laptop request, RAM upgrade request, keyboard request, software installation request, or information about leave policy, salary advance, cab request, and so on.

Service Catalog Management

The SummitAI Service Catalog Management is an ITIL 2011 certified module that helps in designing and publishing Service Catalogs, which are an organized collection of internal and external services available in the business. The Service Catalog is the only Service Management product that is published and given to the customers apart from supporting the sale and/or delivery of IT services.

The Service Catalog Management of the SummitAI Service Management application simplifies and standardizes the process for routine or repetitive service tasks. Business managers retain control and determine what services they publish to end users via the Service Catalogs, the request approval process, and service definitions.

Service Portfolio Management

The SummitAI Service Portfolio Management is an ITIL 2011 certified module that helps in the conceptualization, planning, creating, managing, and improving of a service. It also includes the terms under which these services are offered to various business organizations. It includes the entire portfolio of services from Active Services (Service Catalog Items) through the various lifecycle stages of incumbent and retired services.

It allows the services listed in multiple Service Catalogs to be organized into service portfolios and published for the business using service templates. The lifecycle of service templates can be managed using workflows, escalations, and dashboards.

Service Level Management

SummitAI Service Level Management is an ITIL 2011 certified module that helps in negotiating Service Level Agreements and ensuring optimized delivery of IT services to the business. It is also responsible to ensure all the IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts are as per the agreed Service Level Targets. SLM monitors and reports on Service Levels besides recording the customer review details.

Knowledge Management

The SummitAI Knowledge Management module stores all the Knowledge Records and Known Errors, which helps analysts resolve incidents and users resolve issues by themselves (self-help). This speeds up the incident resolution considerably, leading to higher SLA achievements and lower escalations. Administrators can configure an external source of knowledge repository and integrate it with the SummitAI Knowledge Management module which can provide information while searching for Knowledge Records. This module is tightly integrated with the other SummitAI modules, such as Incident Management, Change Management, Problem Management, and CMDB.

Our Implementation Team

From the initial process design towards full implementation and service automation. Our Cybiant experts have the experience and expertise to bring A to your service organization.