Agentic ITSM & AI governance

Agentic ServiceNow tooling and an AI Management System (ISO 42001) for enterprise ITSM.

As AI Strategy Lead, designing agentic ServiceNow tooling and an AI Management System (AIMS / ISO 42001) for enterprise service management — turning ambiguous problems into governed, shipped systems, and building Xcession's AI practice as a differentiated capability.

Key features

• Agentic workflows acting over live ITSM data
• An AI Management System aligned to ISO 42001
• Governance and auditability as first-class requirements

Built with — how & why

• 
  ServiceNow

  The system of record and action — agents read and resolve against live ITSM data.
• 
  MCP

  Model Context Protocol wires agents to ServiceNow and internal tools without bespoke glue.
• 
  Claude

  Primary reasoning model behind the agentic workflows.
• 
  OpenAI

  Second model lane for evaluation and fallback.