About this guide

What this is

A working guide to AI agents for internal IT service desks, written for the people who have to decide whether to introduce one on a stack that already exists. An ITSM, an identity provider, a documentation store and a chat tool are already in place, and none of them is going to be replaced this quarter. That constraint is the premise of every page here.

How material is selected

Each page starts from two inputs: questions that come up when a team evaluates an agent, and the queries people type into search engines about the same subjects. The questions decide what a page has to answer; the queries decide how its title, headings and FAQ are worded.

The answers come from published material. Vendor capabilities are read from published documentation. When two public pages from the same vendor contradict each other on the point a page is about, the page sets out what each one says and draws no conclusion.

What counts as a source

Public pages only: a vendor’s technical documentation and help centre, a published standard or specification, and a vendor’s own announcements, trust centre, pricing, product pages and customer stories. A pricing or product page is a source for what that page says about itself, in its own words, such as plans, prices and listed features. It is not a source for a capability the page does not describe. A figure from a customer story is reported as the vendor’s account of one customer.

Every source is listed at the foot of its page with its title and its publisher. A listed URL was opened and read while that page was written; unless a page says otherwise, its sources were read in October 2026. A statement that rests on no public page is left out.

Limits we accept

No tenant was run to write this guide. Integration coverage is read from documentation, not tested against a live instance. Vendor capabilities are reported from public documentation and have not been confirmed by the vendors.

When the documentation does not say something, the page says that it does not, rather than filling the gap.

Each page also states at least one limit of its own subject: something the documentation says a connection does not do, or a case it does not cover.

What you will not find

No ranking of vendors. Each page ends with a section that lists, in alphabetical order, the vendors whose public pages meet a criterion stated on that page; the methodology describes that section.

No conversion of any kind. No form, no demo request, no newsletter, no advertising tracker.

Corrections

Each page shows the date it was last updated. If a page reports a capability that the vendor’s current documentation contradicts, you can write to the address in the legal notice, with the link to that documentation. This site does not publish a change log.