Record: AI-First ITSM System of Record | Rezolve.ai

Act 5 · Record everything, audit anything: One governed system underneath it all.

A governed, AI-first ITSM system of record: incident to change to JML, assets & CMDB included. Run it standalone, or as the AI layer on top of the ServiceNow you already have.

See the demos for:

IT
HR
Finance

Act 5 · Record ITSM practices ServiceNow augmentation Assets & CMDB FAQ

Record · The system of record: Underneath the AI, it’s a real service desk.

Every answer, action and automation is anchored to a true system of record, the ticketing platform that runs your ITSM practices end to end. The AI doesn’t sit beside your service desk; it is your service desk.

AI-powered incident clustering, pattern detection & problem management:

Major Incidents
Problems
Change

Emerging clusters AI-detected · live

Cluster	Description	State	Tickets	Confidence	Growth/hr
CLU-001	Production Database Connection Pool Exhaustion	Active	4	97%	+3
CLU-002	Password Reset Service Outage	Active	5	94%	+2
CLU-003	Email Delivery Failures, Marketing Department	Emerging	3	78%	+1

Open major incidents

Ticket	Subject	State	Linked	Recurrence	Risk	KEDB
MI-2001	Production API Gateway Complete Outage	Under Investigation	81st occurrence	96	Workaround	4h
MI-2002	Azure AD Sync Failure, Global Auth Outage	Reported	122nd in 30 days	94	None	1h
MI-2003	Payment Gateway Timeout, Peak Traffic	Partially Restored	61st occurrence	88	None	2h
MI-2004	CDN Edge Node Failures, APAC Region	Under Observation	41st occurrence	72	Workaround	6h

Problem candidates AI-clustered

Cluster	Description	State	Tickets	Confidence	Growth/hr
CL-001	Email Delivery Failures, Marketing	Emerging	3	78%	+1
CL-002	Password Reset Service Outage	Active	5	94%	+2
CL-003	VPN Disconnection Spike, Austin Office	Active	7	91%	0
CL-004	Outlook Calendar Sync Errors	Emerging	4	81%	+1

Open problems

Problem	Subject	State	Linked	Recurrence	Risk	KEDB
PRB-1001	DB Connection Pool Exhaustion, Recurring ETL Overload	Under Investigation	43rd in 30 days	92	Workaround	2d
PRB-1002	Password Reset Service Outage, Azure AD Connector	Logged	51st occurrence	78	None	1d
PRB-1003	VPN Disconnection Spike, Austin Office Infrastructure	Known Error	72nd in 14 days	65	Workaround	5d
PRB-1004	Outlook Calendar Sync Failures, Exchange Online	Root Cause Known	41st occurrence	58	None	3d
PRB-1005	SSO Authentication Timeout, Okta Integration	Under Investigation	62nd in 7 days	85	None	12h

Standard change candidates (ready)

Apply quarterly Windows patches to file servers: Done 47× in last 6 months · 100% success · 0 linked
Restart Print Spooler service on print servers: Done 32× in last 6 months · 100% success · 0 linked
Rotate internal load-balancer SSL certificates: Done 28× in last 6 months · 96% success · 0 linked
Reboot dev environment after pipeline deploy: Done 18× in last 4 months · 100% success · 0 linked

Recent CAB overrides (10 this week)

Change	Description	Risk	Priority	Comment
CHG-1872	Database failover drill, prod cluster	HIGH	MEDIUM	“Drill runbook has been hardened since the March incident; DR team will shadow.”
CHG-1855	TLS certificate rotation, public API gateway	HIGH	LOW	“Cert rotation is fully automated now (cert-manager); the previous incident was on a manual path that’s been retired.”
CHG-1812	Increase Kafka partitions on orders topic	MEDIUM	HIGH	“Consumer-group rebalance during peak hours has caused 3 P2s in the last 90 days; schedule this in the off-peak window only.”
CHG-1830	Firewall rule change, restrict admin SSH to bastion	LOW	HIGH	“Admin SSH path is critical for break-glass access; need DR + a secondary path verified before this change ships.”

The system of record, and it runs the ITSM practices

Incident Management: Log · triage · resolve · close.

Every incident is auto-enriched, prioritized and linked to the right CI on arrival, and the agent drafts the response and the resolution note.

Major Incident Management: Declare · bridge · communicate.

AI clusters related incidents in real time, with a confidence score and growth rate, proposes Report Major Incident, then stands up the MI with every linked ticket, a risk score and stakeholder comms.

Problem Management: Cluster · root-cause · known-error.

AI recurring incidents are grouped into problem candidates, matched against the Known-Error DB, and the known workaround is surfaced, with root-cause state tracked to closure.

Change & CAB: Risk · approve · verify.

AI spots repeatable, low-risk changes with a proven success rate and proposes them as Standard, and it remembers every CAB override and its justification, flagging risk re-classifications.

Service Request & JML: Catalog intake & fulfillment.

AI conversational intake extracts the fields, no forms, and joiner / mover / leaver flows provision and reclaim access automatically, fully audited.

Knowledge & KEDB: Known errors · workarounds · KB.

A solved problem auto-authors a Known-Error entry and a KB article, so the next matching incident self-deflects with the workaround already attached.

Deploy your way · Replace or augment: Be the system of record, or the AI layer inside the ServiceNow you already run.

Rezolve can be your complete ITSM system of record: or a layer of intelligence that sits on top of the platform you already run, like ServiceNow, Jira Service Management or Freshservice. Most teams start by augmenting what they already have. Here’s Rezolve Assistant working live inside a ServiceNow incident.

Live in weeks, not quarters. Rollout is phased, initial implementation typically runs 4–6 weeks. Start by augmenting the desk you already run, then expand at your own pace.

Asset Management & CMDB · interactive: Your whole estate, and the AI can act on it.

Track hardware, software and licenses; model configuration items and their relationships; and feed it all to the agents. When a ticket lands, the AI already knows which CI it touches and what depends on it.

Agent-ready by default. Every asset & CI here is exposed to agents through the Asset / CMDB MCP, so automations are CI-aware without any wiring.