In Alloy Navigator, AI moves beyond insights to drive real action. Discover how our enhanced intelligence helps you optimize workflows, reduce resolution times, and make smarter decisions faster than ever before.
Alloy Navigator is Alloy Software’s core ITAM/ITSM solution that helps organizations of any size manage their IT environment efficiently and in line with industry best practices. AI first appeared in Alloy Navigator two years ago, bringing intuitive, intelligent assistance that helps IT teams boost productivity and make smarter decisions.
This fall, AI in Alloy Navigator has evolved even further, transforming insights into actionable intelligence and embedding intelligence directly into your everyday workflows. In this article, we’ll explore how AI now enhances IT management across the entire platform.
Have you jumped on the AI train yet, or are you just getting ready to climb aboard?
This article is for both groups, showing how to put AI to work in every scenario of IT management.
AI in Alloy Navigator works on multiple levels and for different audiences.
AI-driven tools help IT specialists work smarter at every step:
AI assistance helps end users find answers and resolve issues independently:
AI for requesters doubles as AI for IT teams. By handling first-level support, it lightens the help desk load and lets your team focus on more creative work.
Alloy Navigator puts you in control of how AI works across your organization. You decide how much it’s used and who has access.
This flexibility ensures AI is applied where it brings the most value, while you maintain full control.
AI in Alloy Navigator works hand in hand with your IT team. It’s not replacing people but empowering them. Built into your workflows, AI understands context, draws on your organization’s knowledge, and delivers relevant, accurate responses exactly when they’re needed. From automating routine steps to generating insights and polished replies, it helps agents focus on what really matters, keeping operations running smoothly.
A workflow is the structure behind every organized process. It shows how a task moves from start to finish, ensuring every step happens in the right order, by the right person, under the right conditions, and that nothing important is missed.
In Alloy Navigator, workflows guide the lifecycle of any business object — tickets, assets, purchase orders, approvals, or documents — and enable processes to interact, so actions in one object can trigger updates in another.
Example: Take an incident ticket. Its lifecycle starts the moment it’s submitted. It gets categorized, assigned, investigated, and resolved, and may trigger follow-up tasks like creating a knowledge base article or initiating a change request. Each step follows defined workflow rules that automate actions, assign responsibilities, notify all stakeholders, and keep the process consistent.
With AI-powered actions applied at the right steps, workflows evolve from mechanical, rule-based processes into intelligent, context-aware systems. AI provides guidance at the right time, helping teams make faster, smarter decisions while keeping processes consistent and efficient.
In our incident ticket example, AI can step in at key points: during investigation, it suggests possible solutions based on historical tickets; when assigning the ticket, it recommends the most appropriate technician; and upon resolution, it can automatically create a knowledge base article to capture the solution for future reference.
Alloy Navigator combines powerful language models with your team’s internal expertise to deliver ready-to-use, context-aware AI-powered insight actions, helping your Help Desk and Service Desk achieve faster, smarter resolutions:
These AI-driven steps are immediately available for all classes and types of Service Desk tickets and accessible to Service Desk staff and administrators.
See AI-powered insights in action, delivering fast, relevant suggestions for your Service Desk.
The ready-to-use AI actions in Alloy Navigator can be fully customized, both in terms of who can access them at different stages of a ticket or object lifecycle, and in terms of their functionality.
For example, actions can be limited to specific ticket statuses, such as Assigned or Approved, and to particular user roles, ensuring AI contributes where it adds the most value. Prompts, access to internal knowledge, the ability to continue a conversation in chat, and other parameters can all be adjusted to match workflow requirements.
Beyond that, entirely new AI-powered steps can be created for any objects or processes, not just tickets, with prompts and context designed to fit your workflows perfectly. Here are some examples we plan to implement in future versions. While these capabilities are not yet available out of the box, they show the direction of upcoming enhancements:
Dynamic knowledge creation: When resolving an incident or problem, AI can check whether relevant knowledge base articles already exist and automatically update or create new ones. This keeps your knowledge base accurate, complete, and immediately useful for the whole team.
Seamless multi-language support: AI provides automatic translation for communications across different languages, based on the requester’s organization or location. Agents can work in one language while requesters interact in another, ensuring everyone clearly understands the conversation.
Ticket assignment: AI automatically assigns tickets to the most appropriate technicians, taking into account classification, priority, current workload, and availability. For example, a high-priority network issue might be routed to a senior technician who is free, while routine requests go to the general queue. This ensures tickets are handled efficiently and by the right person every time.
SLA monitoring and alerts: AI continuously monitors ticket and request SLAs, predicts potential breaches, and notifies the right staff in advance. Teams can proactively resolve issues before deadlines are missed, keeping service levels high.
Asset lifecycle analysis: AI reviews asset usage, maintenance records, and software updates, and provides recommendations for replacements, upgrades, or redeployment. This helps IT managers optimize resources and reduce downtime.
To enable flexible AI integration, we designed a dedicated workflow element, AI Control, which allows the creation and deployment of customizable AI-powered steps across any object or process.
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AI Control acts as a modular workflow element, similar to operations that update related objects or send notifications. It connects to the AI model, processes text and contextual data, and returns actionable results directly into your workflow.
By “context,” we mean all relevant information available at the moment the workflow steps run, for example, related tickets, knowledge‑base articles, or other structured and unstructured data. The scope of this context depends on workflow conditions, including the object type, the lifecycle phase, the user triggering the step, and other criteria. If no specific context is provided, AI falls back to general knowledge without access to internal data.
AI Control can be implemented in reusable workflow functions, invoked by workflow steps or other functions, and customized in terms of parameters, conditions, and operations. This approach makes it possible to create flexible AI-powered steps once and apply them across multiple objects and processes, ensuring consistency, efficiency, and scalability throughout AI-enabled workflows.
AI excels at handling language, and Alloy Navigator puts that power to work to support you, without the need to switch between windows or lose focus. AL writing assistance is available in any rich-text field and across all processes, whether you’re drafting an article, composing a response or request, or communicating with clients., and helps produce clear, polished, and effective content, speeding up communication across the platform.
Out-of-the-box AI writing assistance includes:
You can customize and extend AI writing assistance to meet your organization’s needs. This includes fine-tuning existing actions, for example, selecting a different language for translations. You can also create additional writing-assistance tools, such as ensuring all communications align with your company’s style.
See AI-powered insights in action, delivering fast, relevant suggestions for your Service Desk.
For requesters, AI support is provided through the AI Assistant, a conversational tool that helps users resolve issues on their own and navigate the Self-Service Portal efficiently. Many routine tickets never appear because users can get instant guidance and actionable solutions directly from the Assistant.
The Assistant leverages both your organization’s internal knowledge and publicly available information to deliver fast, actionable solutions. Users describe their issue in chat, and the Assistant responds conversationally, providing guidance tailored to your organization. For example, a user struggling to connect to the company VPN receives step-by-step troubleshooting instructions, suggested fixes based on your setup, and links to relevant knowledge base articles, all without contacting support or creating a ticket.
Beyond resolving issues, the Assistant guides users through the Self-Service Portal, helps submit tickets when needed, and supports service requests such as onboarding, password resets, or equipment reservation.
To get the most out of AI assistance, keep your knowledge base current and comprehensive.
The time your IT team saves by letting AI handle routine issues, such as password resets or basic troubleshooting, can be reinvested in expanding the knowledge base, ensuring its accuracy, and making it fully accessible through the Self-Service Portal. Continuous improvement strengthens the AI Assistant’s effectiveness while enabling users to resolve more issues independently.
The AI Assistant delivers tangible benefits:
AI can significantly reduce the load on your Service Desk. Many repetitive tickets simply won’t appear because users can resolve issues themselves using the AI Assistant.
AI-powered workflows for IT teams
AI-powered actions are embedded into workflows, guiding IT teams, automating routine steps, and ensuring context-aware, consistent results.
Ready-to-use, customizable, and extendable
Core Service Desk actions—summarizing, suggesting solutions, categorizing tickets, and analyzing risks—are available out of the box and can be customized or extended to other processes and business objects.
AI writing assistance
Supports drafting, improving, translating, and converting text across all processes and rich-text fields, fully customizable to your company’s style.
AI assistance for requesters
Provides conversational, actionable guidance, resolves routine tickets, supports service requests, and improves self-service efficiency.
Invest in shared knowledge
Maintaining a current and comprehensive knowledge base boosts AI effectiveness for everyone, enabling self-service for requesters and equipping IT teams with AI-driven shared expertise.
AI your way
Alloy Navigator lets you control where, how much, and by whom AI is used, with separate access settings for IT teams and requesters.
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