Harmony is an AI-native ITSM and ESM (Enterprise Service Management) platform whose core positioning is to automatically resolve IT and HR requests raised by employees at work through AI agents. Employees can receive service support without leaving their daily work tools such as Slack, Teams, or Zoom.
Key Capabilities
- AI Service Desk Agents: Using intelligent automation and natural language understanding, automatically resolve up to 90% of routine requests. Agents can be triggered by real-time signals to detect and resolve issues before they affect users.
- Automatic Knowledge Base Generation: Continuously learn from tickets, user interactions, and organizational context to generate a dynamic, up-to-date knowledge base in real time.
- System of Record: Maintain a real-time automated inventory of assets and software in the environment.
- Prebuilt Agent Library: Provide more than 100 production-ready AI agents that work out of the box and can be customized to your tools, policies, and workflows. They cover multiple domains such as IT, HR, legal, and finance, and can be triggered by signals rather than tickets to take proactive action.
How to Use
Harmony transforms tickets, workflows, knowledge bases, and service catalogs into agent experiences. Users can interact directly with AI agents within platforms such as Slack, Teams, and Zoom. The platform supports building AI agents without code and provides more than 100 integrations that can connect directly to existing tools with no additional setup.
Use Cases
The platform is suitable for teams such as IT, HR, operations, finance, legal, and security. Typical scenarios include:
- Employees request and obtain access to business applications, with built-in approvals and automatic provisioning, reducing IT burden and accelerating productivity.
- Device recovery automation, including identity verification and recovery key delivery.
- Identify devices that have not been restarted according to policy and remind users to take action.
- Provide visibility into license expiration for IT and procurement, making it easier to renew, renegotiate, or decommission in advance.
- Proactively discover devices with insufficient storage space and resolve the issue before it causes update failures, performance degradation, or data loss.
- Automated password reset requests, including identity verification and temporary password delivery.
- Automate identity group membership management based on employee role, department, and access needs, replacing ad hoc requests with controlled, auditable workflows.
- Continuously monitor printer queues for connectivity, toner, and maintenance issues to ensure uptime across locations.
- Proactively track SSL/TLS certificate expiration dates and flag certificates that are about to expire.
- End-to-end new employee onboarding, covering account provisioning, software access setup, ticket orchestrationand welcome communication.
- Comprehensive offboarding orchestration, including system access cleanup and asset return coordination.
- Continuously scan endpoint EDR agents for misconfigurations (such as disabled protection, tampered settings, outdated policies, or reporting gaps) and flag them before they become security blind spots.
- Recommend relevant knowledge base articles to agents and users when tickets are created.
Limitations and Security Design
Harmony uses a four-layer security design to ensure AI does not directly reach the IT core:
- Guardrails: Every response is filtered by policy before being sent.
- Human in the loop: Sensitive operations wait for explicit approval.
- Deterministic processes: Automation agents run as code rather than improvising.
- Scoped access: Least-privilege connections, never direct access to the core.
Other security features include SAML- and SCIM-based access, IdP-managed RBAC, and step-by-step audit logs for every run.
Information Not Yet Provided
Information about pricing, specific deployment requirements, supported scale limits, and a detailed feature list for each prebuilt agent is not yet provided in the materials.
