Mid-year product updates from Atomicwork

Welcome to another series of exciting updates from Atomicwork!

Before we dive in, we’re delighted to announce our strengthened partnership with Microsoft. This collaboration is set to bring deeper integrations and more robust functionalities from Atomicwork, directly within Microsoft Teams.

Read more about the Atomicwork + MS teams partnership here.

As we continue to refine and expand our capabilities, our July release brings significant improvements to our platform including problem management and custom SLAs, aimed at empowering your team to work more effectively and elevate the IT service management experience.

Here’s a closer look at the updates.

Streamlined problem management

We’ve enhanced problem management to provide IT managers with deeper insights to support better, informed decision-making. Apart from allowing agents to create problems from incidents, Atomicwork proactively identifies related incidents and creates AI-generated tasks for thorough root cause analysis and assessment, driving faster problem resolution.

You can also initiate changes directly from problems to streamline the process from incident to problem to change. This interconnected approach boosts resolution accuracy and speed, helping IT teams maintain system stability and reduce recurring issues.

Confluence integration for improved knowledge management

For customers using Confluence as a knowledge source, you can now integrate it with Atomicwork. Atom will learn from selected Confluence documents and folders, enabling it to answer user queries using this knowledge. This integration fully utilizes your Confluence knowledge base, providing users with quick and accurate answers, and eliminating knowledge silos between teams.

Out-of-the-box answers for issues about popular enterprise apps

Atom can now answer questions about 40 different enterprise applications, and general issues related to macOS and Windows - without requiring any setup. Atom regularly refreshes its knowledge about these applications by staying on top of updates to their public support portals.

Your IT team no longer needs to manually maintain an extensive knowledge base for relatively common questions about these products, saving them plenty of time.

Configurable attribute mapping for assets

Admins can now customize how Intune and Kandji asset attributes are mapped to Atomicwork asset attributes. Aside from default attributes like display name, serial number, and assigned user, administrators can map external attributes to existing Atomicwork attributes or create new ones as needed. This ensures improved data consistency across systems, better visibility into assets and more effective asset management across your organization.

Optimized onboarding with MS Teams capabilities

You can elevate your employee lifecycle processes with Atomicwork Journeys by effectively automating essential tasks.

Admins can now automate the creation of service requests within onboarding journeys, ensuring new employees receive the necessary hardware, software, and approvals tailored to their roles.

For example, when you’re onboarding a new developer, Atomicwork will generate service requests for a laptop with specific configurations, development software licenses, and send out approvals to the right folks.

Additionally, our improved integration with MS Teams enables you to send direct messages, create channels, and post to channels easily as part of an onboarding or offboarding journey. This facilitates smoother employee lifecycle processes, helping to establish personal connections and create a more connected and engaged workforce.

More features to look out for:

• You can now include request summaries in automated emails, replies to requesters, or private notes within workflows. This feature is useful for sharing cohesive reports during major incidents or summarizing requests during escalation for efficient problem resolution.
• General requests can now be created automatically from conversation intent, without the need for end users to fill out a form.

With these updates and more on the way, we’re continually improving Atomicwork to be a robust, comprehensive IT platform that meets your evolving ITSM needs.

Discover how Atomicwork’s latest features can enhance your IT service management by signing up for a demo.