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.

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"[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."

Pulkit Bhardwaj

Technical Support Engineer

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.

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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.