Complete IT tickets, and fewer tickets that should never have existed.
"It doesn't work" with no category, no application, no screenshot. Access requests submitted through the wrong catalog form. Users opening an incident to ask where to click. Adoption Layer guides every employee inside ServiceNow or Jira Service Management before the ticket reaches your team.
A third of your tickets are navigation questions
Your tier-1 agents spend their day re-qualifying vague requests, asking which application is involved, and redirecting to the right catalog form. Meanwhile, real incidents wait. The self-service portal exists, but nobody can find the right request in it, and the knowledge base is read by agents, not by users.
"An employee opens the ServiceNow portal: 'I've lost access to the Finance shared drive, what do I do?' Adoption Layer reads the page, sees they are about to raise an incident, steers them to the catalog access request, highlights the AD Group field to fill in, and notes that manager approval will be requested automatically."
Observed in the field
No tutorial before the user can raise a request
An employee with a broken access needs a fix, not a tour. The assistant reads the portal and steers them to the right catalog item in one step.
Survives ServiceNow releases and portal edits
A new family release, an edited Service Portal widget, or an added catalog form breaks nothing: the AI reads the live DOM, with no plugin and no selectors to maintain.
Guidance that triages before your agents have to
Routing to the right catalog item
The AI reads the portal as it renders and guides the user to the right form (access, hardware, incident, change) rather than a generic incident.
Tickets qualified at creation
Application involved, error message, priority, attachment: the fields that save your agents an iteration are recalled at the moment of entry.
Knowledge base applied on the screen
Your KB articles are no longer looked up by the agent after the fact: they are surfaced to the user, on the page they're on, before they open the ticket.
Escalation to the agent with context
When guidance isn't enough, the ticket is created with the screen, the question asked, and the steps already tried: the agent starts at tier 2, not tier 0.
Why scripted flows break on ServiceNow
WalkMe, Lemon Learning, and scripted tours rely on selectors recorded in one specific version of the portal. Every ServiceNow release (Washington, Xanadu, Yokohama…), every edited Service Portal widget, every added catalog form makes them stale. Adoption Layer records nothing: it reads the DOM displayed at the moment of the question and guides the user on the real screen.
Setup and privacy
Deploy the Chrome extension (Manifest V3) via Intune, Jamf, or your MDM, allow-list your ServiceNow, Jira, or GLPI domains, and connect your knowledge base articles. No instance changes, no plugin. Usernames, names, addresses, and ticket contents are redacted in the browser before any inference. No cookies, no screenshots.
ITSM workflows covered
- Access and permission requests (accounts, groups, applications)
- Qualified incident reporting (application, error, impact, attachments)
- Hardware and software orders through the service catalog
- Ticket follow-up, reminders, and closure by users and managers
What you can expect
Fewer navigation tickets, incidents qualified at creation, and a service catalog that actually gets used. Your tier-1 agents spend less time re-qualifying, and your metrics (first response time, first contact resolution, CSAT) improve without hiring.
Fewer navigation tickets visible within the first month after rollout
Enterprise security and GDPR privacy
Deploying on a CRM, an ERP, or an HRIS demands airtight isolation. Sensitive data is redacted in the browser before any AI analysis, and nothing leaves the European Union.
Client-side PII redaction
Salaries, IBANs, social security numbers, card numbers, and contact details are replaced with tokens in the browser, before anything leaves the workstation.
Zero screenshots
No image of your interfaces is ever stored. Only the textual structure of the DOM is transmitted, never a visual rendering.
Execution isolation
Isolated CSS and a dedicated error boundary: an assistant failure is contained and reported, and can never take down the host application.
Data never reused
No model training on your contexts. Your data stays partitioned per customer and can be deleted on request.
Frequently asked questions
Straight answers on ServiceNow and Jira compatibility, ticket data protection, and measuring deflection.
Do we need to install a plugin or modify our ServiceNow instance?
Does the assistant replace our ServiceNow Virtual Agent?
Are ticket contents and usernames sent to the model?
How do we measure deflection?
Ready to guide users inside your software?
See live guidance on your own ServiceNow or Jira Service Management sub-production instance, with your catalog and forms.