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Description
Harmony is a cutting-edge platform designed for IT service management (ITSM) and enterprise service management, leveraging AI agents to handle requests related to IT and HR directly within popular employee communication tools like Slack, Teams, and Zoom. By transforming tickets, workflows, knowledge bases, and service catalogs into a seamless service experience, Harmony employs AI agents that not only comprehend requests but also gather the necessary context to autonomously resolve routine issues, often without human intervention. The AI Service Desk Agent efficiently manages common inquiries through natural language understanding coupled with intelligent automation, while proactive agents monitor real-time signals to tackle potential problems before they impact users. Additionally, Harmony's system continuously evolves by learning from tickets, user interactions, and organizational context, which helps in creating a dynamic and current knowledge repository. Furthermore, it ensures a real-time record of assets and software throughout the organization, enhancing overall operational efficiency and service delivery. This innovative approach allows teams to focus on more complex tasks, improving productivity across the board.
Description
OpenText Service Management Aviator serves as a reliable, context-aware AI solution tailored for IT service management (ITSM) and enterprise service management (ESM), built upon an organization’s unique knowledge, policies, procedures, and documentation. By enabling employees to find answers more swiftly, it enhances service desk efficiency and expands service operations while ensuring adherence to governance and AI sovereignty. With AI-powered self-service capabilities, users can easily address how-to inquiries, submit service requests, and engage in guided automation across various departments, including IT and HR. Service desk agents benefit from a wealth of contextual information linked to incoming tickets, featuring AI-generated summaries and proposed solutions. Moreover, Aviator can convert resolved tickets into comprehensive knowledge articles complete with summaries, tags, and categorization, which aids organizations in broadening their self-service resources. It also excels in intelligent ticket routing, provides solution recommendations, facilitates autonomous fulfillment, and promotes the creation of new knowledge, ultimately fostering a more efficient and informed workplace environment. This holistic approach not only streamlines processes but also empowers employees to leverage AI-driven resources effectively.
API Access
Has API
Yes
API Access
Has API
No
Integrations
BambooHR
Yes
Claude
Yes
CrowdStrike Falcon
Yes
Figma
Yes
Google Workspace
Yes
Jenkins
Yes
Microsoft Teams
Yes
Miro
Yes
NetSuite
Yes
Okta
Yes
Integrations
BambooHR
No
Claude
No
CrowdStrike Falcon
No
Figma
No
Google Workspace
No
Jenkins
No
Microsoft Teams
No
Miro
No
NetSuite
No
Okta
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
Yes
In Person
No
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
No
Vendor Details
Company Name
Harmony
Founded
2025
Country
United States
Website
harmony.io
Vendor Details
Company Name
OpenText
Founded
1991
Country
Canada
Website
www.opentext.com/aviator-ai/service-management-aviator
Product Features
ITSM
Asset Tracking
No
Availability Management
No
Change Management
No
Configuration Management
No
Contract/License Management
No
Dashboard
No
Incident Management
No
Problem Management
No
Project Management
No
Release & Deployment Management
No
Self Service Portal
No
Product Features
IT Service
Contract Management
No
IT Asset Management
No
Incident Management
No
Knowledge Management
No
Release Management
No
Self Service Portal
No
Service Catalog
No
Service Reporting
No
Ticket Management
No
ITSM
Asset Tracking
No
Availability Management
No
Change Management
No
Configuration Management
No
Contract/License Management
No
Dashboard
No
Incident Management
No
Problem Management
No
Project Management
No
Release & Deployment Management
No
Self Service Portal
No
Service Desk
CMDB
No
Change Management
No
IT Asset Management
No
Incident Management
No
Knowledge Base
No
Mobile Access
No
Procurement Management
No
Remote Control
No
SLA Management
No
Self Service Portal
No
