IT Service Management
Enhance service and boost ITSM efficiency with AI
Glean equips IT teams with the answers they need to deliver faster support, improve user experiences, and meet key SLAs.
"[Glean] reduced time to investigate a ticket by 5-10 minutes each, and sped up the time to respond. Without Glean, it would be very tiresome to search across resources and find required results."
15k+ hours
Saved monthly Confluent
+13%
Boost in support team satisfaction
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Deliver better, faster resolutions — at lower cost
Deflect or reduce tickets
Put key IT help directly in users’ hands through self-service tools. Support becomes simple, fast, and intuitive for every user.
Speed up issue resolution
Service teams resolve problems on first contact. Fewer delays mean faster answers and greater productivity.
Improve service experiences
Requests are handled quickly and accurately. Teams meet SLAs, reduce escalations, and scale with ease.
Shift left – deflect unnecessary tickets
Glean gives users the answers they need to solve issues on their own, before a ticket is filed. It works across Glean, Slack, Teams, ServiceNow, Jira, and other tools they already use.
Deliver accurate, rapid first contact resolution
L1 teams use Glean to surface runbooks, KBs, and key insights in seconds — resolving issues on first contact, reducing MTTR, and helping users get back to work faster.
Eliminate unnecessary escalations
Help L1 and L2 teams resolve issues fast, without pulling in L3. Track tickets, improve runbooks, and stop repeat questions from turning into repeat escalations.
Iterate and improve ITSM processes
Accelerate engineering responses to escalated tickets by equipping teams with the customer context and system knowledge they need, no matter where it lives.
Works with your tools out of the box
Work AI for all.
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