Harmony

"Someone just wants a charger, and my team takes 2-3 days to even respond." 🔌⚡ An IT manager at a logistics company told me this last week. Not embarrassed, just tired. A new laptop there: 5-10 business days. This isn't a capability problem. His team knows how to ship a charger. It's a bandwidth problem. Every trivial request waits in the same queue as the outage. How do you automate such requests? The fix isn't hiring a 4th person to click "approve" on chargers. It's making sure a human never sees that ticket at all. How long does a charger take in your org? Honest answers only. #ITSM #ServiceDesk

"There was a Confluence page for this, I think? Can't find it." 😵💫 Left: your knowledge base. One article. Last edited March 2023. Zero views this quarter. Right: your actual knowledge base. A Slack thread. 47 replies. Ends with fixed it, thanks! 🙏 I hear a version of this on almost every call with IT leaders: A ticket opens, we handle it in the background, and never document it. Here's the uncomfortable part: writing KB articles was never going to happen. Not because IT is lazy, but because the person who fixed it at 2:47 PM has 6 more tickets waiting. That's IT Harmony 🙃 #ITSM #KnowledgeManagement

Your employees have a new benchmark for support - and they didn’t learn it at work. They learned it from ChatGPT, Gemini, and Claude. Ask a question in plain language, get an answer in seconds, and often watch it take the next step for you. No forms, no portals, no waiting. That’s now the baseline people bring into the workday. Then they need help from IT or HR, and the experience falls off a cliff: a portal, a form, a dropdown that doesn’t quite fit, a queue. It frustrates employees, and it frustrates the IT teams stuck defending tools built for a different era. But here’s the part I find most interesting: at work, we can actually do better than ChatGPT. Consumer AI usually knows very little about your work context. Your company already knows your role, your device, your apps, your access, your organization, and the systems you use every day. That context is a huge advantage. So when you ask, “Why can’t I access this?” or “My laptop isn’t working,” the system shouldn’t need you to explain everything from scratch. It should already know what laptop you have, what access you’re supposed to have, and what changed. Same natural-language experience, but with much more context and the ability to actually get things done. This is a rare moment where IT and HR get to create an experience that makes employees say wow. And we’re already seeing it. Across Harmony customers, the average employee sentiment for interactions with IT support is 4.9 out of 5. People love interacting with IT support. Who would have thought?

Bring the ticket queue you wish would shrink. We’ll show you what changes. Booth 232, all week.

Your teams already live in Slack and Teams. Harmony’s AI agents answer and get work done there. See it live at Booth 232.

89% of employee tickets resolved by AI agents. See it live at Booth 232 and win smart glasses: live draw Wednesday at 4 PM.