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If you’ve been running an ITSM platform for any length of time, you’ll recognise this pattern. Someone in the business asks for a change — a new report, an extra field on a form, a tweak to a workflow. It sounds simple. But it enters a backlog, waits for a developer ora consultant, gets scoped, gets scheduled, and eventually gets delivered weekslater. By which point, the person who asked for it has either found a workaround or stopped caring.
It’s not that your platform can’t do what’s being asked. It almost certainly can. The problem is the gap between knowing what you need and being able to make it happen. That gap is filled with tickets, sprint planning, and billable hours.
We’ve been thinking a lot about this at Servicely because we kept hearing the same frustration from every organisation we spoke to. The platform works. It’s just that making changes to it feelsd is proportionately hard.
What if the person who knows the problem could also fix it?
In our recent Vibe Coding webinars, we showed what it looks like when that gap closes. Not through better documentation or simpler admin tools, but through conversational AI that understands the platform well enough toconfigure it on your behalf.
A few practical examples from the live sessions:
Integrations. We needed a webhook to receive incident data from a ServiceNow instance. Rather than researching the JSON structure, writing a script, and testing it manually, we described the requirement in plain English: “Receive incident data from an MSP running ServiceNow. I don’t know the data format.” SoFi — Servicely’s AI engine — read the description, generated the script, and produced the expected JSON structure. We connected it to a live New Relic instance and had events flowing into Servicely within minutes.
Portal components. We built a self-service portal with incident tracking, interactive elements, and a clean design. The whole thing took two to three hours of iterative conversation —asking SoFi to generate components, adjusting the layout, refining the styling. No HTML. No CSS. No JavaScript written by a human.
Reporting. Bubble charts, Gantt charts,time registration interfaces — each one built through conversation in minutes to hours. The kind of work that would normally sit in a reporting backlog for weeks.
The point isn’t that AI can generate code. The point is that your service delivery manager, your process owner, your team lead — whoever is closest to the business problem — can now make platform changes themselves, through conversation, without waiting for anyone else.
This isn’t about replacing your team. It’s about unblocking them.
One of the questions we got during the webinar was about governance— if anyone can configure the platform through AI, how do you stop things going sideways?
It’s a fair concern. Servicely handles it through a layered structure of assistants, agents, and tools. Each assistant has defined permissions — an IT assistant can’t touch HR data, an incident agent can create subtasks but can’t modify the CMDB unless you explicitly allow it. The guardrails are built into the AI architecture, not layered on top as a policy.
There’s also a standard dev-test-production pipeline. AI-generated configuration can be reviewed before it goes live. You’re not giving the AI unsupervised access to production — you’re giving your team a much faster way to get from “I need this” to “here’s a working version to review.”
What this means in practice
If you’re currently spending significant budget on consultants or internal developers for platform configuration — reports, portal changes, workflow adjustments, integrations —it’s worth asking: how much of that work could be done through conversation?
Not all of it. Complex architecture decisions, data model design, and strategic process improvement still need experienced people. But the day-to-day configuration work — the stuff that fills backlogs and burns budget — that’s the work AI is already doing well.
The result is a platform that keeps pace with your business, rather than one that’s always a few months behind.
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