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title: Service Management Overview
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Moveworks redefines enterprise service management by delivering instant, intelligent support through AI. From automating workflows to guiding employees with personalized help, our Service Management offering helps your employees resolve issues faster and more efficiently.

# What’s Included?

## Concierge

Concierge simplifies ticketing by letting employees manage the entire lifecycle of a request directly in chat. Let employees manage their tickets directly in chat with simple, conversational prompts.

🔹 File new tickets using natural language\
🔹 Look up existing tickets instantly\
🔹 Check the real-time status of any request

## Forms

Forms helps employees find and complete the right service forms — fast. No more digging through portals.

🔹 Instantly find the right form in seconds\
🔹 Fill out forms via chat or portal\
🔹 Auto-fill known fields to speed up submission

## Live Agent Chat/Handoff

When an issue needs a human touch, Moveworks can escalate directly to a live agent. It transfers the full conversation context to your service desk tool, so agents hit the ground running.

🔹 Automatic or user-initiated handoff\
🔹 Preserves full chat history\
🔹 Reduces resolution time for complex issues

## Triage

Triage uses machine learning to automatically categorize, prioritize, and route requests — even before they hit the help desk. It improves accuracy and reduces manual sorting.

🔹 AI-based ticket classification\
🔹 Accelerates time-to-resolution\
🔹 Learns and adapts over time

## Approval Mirroring

Streamline approvals by bringing them into chat. Whether it's access requests, software installs, or policy exceptions, the Approvals capability mirrors workflows from systems like Atlassian Jira and ServiceNow.

🔹 Approvers respond directly within your AI Assistant\
🔹 Full visibility into pending and completed approvals\
🔹 Secure, auditable, and compliant