Aisera

Aisera Next-Gen ITSM is an enterprise AI service management platform that layers "agentic" AI on top of existing ITSM and ITIL workflows. It’s aimed at large organizations with established IT support, operations, and service desks, especially those using tools like ServiceNow, Jira, and other ticketing and monitoring systems. The goal is to move from manual ticket handling to autonomous resolution of many IT issues.

According to their materials, Aisera combines conversational AI with generative and predictive capabilities to deliver self-service for employees, assist human agents, and automate back-end processes. You get started by integrating it with your ITSM and monitoring stack so it can analyze tickets, telemetry, and historical resolutions. It can use Aisera’s proprietary large language model (LLM) or your own models, with an "LLM Studio" to tune behavior on your organization’s data.

The platform appears strongest where you have high-volume, repeatable IT requests and well-documented processes. It’s designed not just to answer questions but to actually take actions—auto-resolving tickets, orchestrating workflows, and predicting major incidents by analyzing ticket data and telemetry. Analyst citations (Gartner, IDC) highlight its conversational AI, use of enterprise knowledge, and ability to serve as a single entry point across IT, HR, Facilities, and other internal services.

Some details are less clear from the available content: there’s no specific information on data privacy, security posture, or how deeply configurable the automation logic is without vendor involvement. The site also doesn’t disclose pricing or deployment specifics (cloud vs. on-prem), and it’s clearly oriented toward large enterprises rather than small teams or individuals. If you don’t already have mature ITSM processes, ticketing systems, and monitoring in place, you may not get the full value.

Overall, Aisera is a fit if you’re an enterprise IT or operations leader looking for an AI layer that can reduce license and support costs, improve resolution times, and make IT support more autonomous. It’s not a lightweight help desk tool or a general-purpose chatbot; it’s an enterprise-grade automation platform that assumes complex environments and existing systems. Pricing is not publicly available and will likely require a sales conversation.