Harmony is an AI-native ITSM and ESM platform that handles employee IT and business-service requests through AI agents in Slack and Microsoft Teams. It helps IT, HR, and other enterprise teams automate service workflows, knowledge management, identity tasks, and asset operations.
Harmony is an AI-native IT service management and enterprise service management platform for handling employee requests across IT and other business functions. Its AI service desk agent works in collaboration tools such as Slack and Microsoft Teams, while connected workflows reach identity systems, devices, applications, and records.
The platform combines conversational request handling with knowledge-base generation, asset and software management, and automation agents that can respond to real-time signals rather than waiting for a ticket. It is positioned for organizations that want to run IT alone or extend service desks to HR, Facilities, Finance, Legal, and Security, with governance controls around automated actions.
Answers employee requests in natural language and can resolve routine requests autonomously through connected tools and workflows. Harmony says its agents can resolve more than 60% of IT tickets in 10 days and describes the service desk agent as automatically resolving up to 90% of user requests; these are vendor-reported claims and may depend on deployment.
More than 100 production-ready agents are available out of the box, with options to customize agents to organizational tools, policies, and workflows. Agents can span IT, HR, Legal, and Finance and can be triggered by signals rather than submitted tickets.
The system learns from tickets, user interactions, and organizational context to generate and update a knowledge base. It can also recommend relevant knowledge articles during ticket creation.
Harmony maintains an automated inventory of assets and software across the environment. Listed workflows include device recovery, device uptime checks, low-storage detection, printer health monitoring, and license-expiration discovery.
Workflows support application access requests, approvals, automatic provisioning, identity verification, password resets, identity-provider group assignment, and governed group membership management.
Security controls include policy guardrails, named approval for sensitive actions, deterministic reviewed flows, least-privilege integration scopes, SAML and SCIM-based access, IdP-managed RBAC, and step-by-step audit logs.
Employees request access to business applications, while configured approvals and automatic provisioning move the request through the relevant identity and application systems. Harmony also lists password reset and identity-provider group workflows.
HR and IT can coordinate new-hire setup across account provisioning, software access, ticket orchestration, and welcome communication. Offboarding workflows cover system access cleanup and asset-recovery coordination.
IT and procurement teams can monitor upcoming software-license expirations, review renewal or decommissioning needs, and reduce the risk of access disruption caused by overlooked renewals.
Device-focused agents can identify systems that have not restarted within policy, detect low storage, monitor printer health, and coordinate device recovery with identity verification and recovery-key delivery.
Security teams can use signal-triggered detection for endpoint EDR misconfigurations, including disabled protections, tamper settings, outdated policies, or reporting gaps, so issues can be investigated before they create blind spots.
Harmony is priced by quote rather than a published rate card. Quotes reflect company size, the number of desks or departments using Harmony, expected request volume, and environment complexity. The vendor offers a 30-minute scoping call.
Harmony's AI Service Desk Agent answers employees in Slack and Microsoft Teams. The homepage also identifies Zoom and other employee-workplace channels as supported destinations, while the integration directory lists connected systems across identity, device management, applications, ITSM, HR, security, knowledge bases, and other categories.
Harmony uses a governed workflow in which policy filters responses, sensitive actions can require approval from a named person, deterministic flows execute reviewed automation, and integrations use least-privilege scopes. Runs have step-by-step audit logs.
Harmony states that its models are hosted on AWS in its own account, customer data is not used to train models, workspace data is isolated, and customer data is stored in AWS data centers in the United States. The vendor says workspace data is deleted within 30 days after workspace deletion, and deletion can also be requested.
The platform is intended for organizations running one or more service desks, including IT, HR, Facilities, Finance, Legal, and Security. The quote depends partly on how many departments use it and how complex the connected environment is.
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