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Phoebe

IT Service Management Agent

Phoebe is the core agent leading a dedicated team of specialized helper agents for IT Service Management. This team acts as the intelligent front door for your IT helpdesk, providing instant, automated resolutions to transform the user experience and free up your support staff.

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Key Capabilities

Instant Auto-Resolution

Instantly resolves common IT issues directly in chat (Teams/Slack) or the portal, deflecting tickets before they are ever created.

Seamless Ticket Escalation

If an issue requires human intervention, Phoebe automatically creates a ticket with all context pre-filled, ensuring a smooth handoff to the service desk.

Continuous Learning & Improvement

Learns from every interaction and resolved ticket to continuously expand its auto-resolution capabilities, getting smarter and more effective over time.

Intelligent Service Request Fulfillment

Provides end-to-end automation for common service requests like software access, password resets, and new equipment provisioning.

Business Value

Improve First-Contact Resolution

Increase the rate of first-contact resolution by empowering agents with the right information and automating common tasks.

Reduce Ticket Volume

Proactively deflect inbound incidents and service requests by providing instant, automated resolutions through self-service channels.

Lower IT Support Costs

Decrease the cost per ticket and reduce the burden on your service desk by automating Tier 1 and Tier 2 support tasks.

Our AI Accelerators

Pick a pack to view capabilities and book a tailored demo.

Intelligent Agent Crew

Elara

Knowledge Agent for ServiceNow & Cross-Platform Enrichments

Elara

Ariel

HR Operations Agent automating the full employee lifecycle in ServiceNow

Ariel

Phoebe

ITSM Agent for intelligent service resolution and automation

Phoebe

Miles

IT Operations Agent enabling predictive AIOps, event correlation, and self-healing automation.

Miles

Heidi

Financial Operations Agent automating case management, compliance, and treasury optimization

Heidi

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Resources, Case Studies, and Videos created by real people.

We empower clients to unlock their full ServiceNow potential across their business and beyond.

Explore Resources

How The Salvation Army Modernized HR Services and Scaled Operations with NewRocket and the ServiceNow® Platform

The Salvation Army (TSA) is a global faith-based nonprofit organization operating within the social services and charitable sector. In Canada, it is the largest non-governmental direct provider of social services, with over 13,000 employees & officers and over 30,000 volunteers serving in more than 400 communities.

From Visibility Gaps to Proactive Vulnerability Management

Scotiabank, headquartered in Toronto, is one of Canada’s Big Five banks and a leading financial services provider across the Americas. Known as “the international bank,” Scotiabank offers diverse financial services and digital banking solutions to millions of customers worldwide.

From Manual Requests to Modern ITSM

The Livestock Information Service (LIS) provides a unified digital platform for livestock keepers and supply chain members across England. Currently supporting sheep, goats, and deer — with plans to expand to cattle and pigs — LIS enables real-time animal movement reporting and tracking, ensuring traceability, disease control, and national food safety.

From Email Chaos to Streamlined Self-Service

The European Space Agency (ESA) serves 22 member states in shaping Europe’s space capabilities. With over 2,200 employees — including scientists, engineers, and IT specialists — ESA runs critical space programs, advances satellite-based technologies, and supports Earth and space research to benefit society.

From Spreadsheet Chaos to Disaster Recovery Readiness

Canada Life is a leading Canadian insurance and financial services company headquartered in Winnipeg, Manitoba. With a strong presence nationwide, the organization provides a wide range of insurance, investment, and retirement solutions. The company helps millions of Canadians achieve financial security through personalized advice and a broad range of protection and wealth products.

From IT Confusion to Proactive Service Support

Bakkavor is the United Kingdom’s leading provider of fresh prepared foods, operating 43 sites with a workforce of over 18,000. The company supplies many innovative products to major UK grocery retailers and global food brands. Known for its deep understanding of evolving consumer needs, Bakkavor delivers fresh solutions for every occasion and budget.

How TD Bank Streamlined Risk Management and Gained Resilience With NewRocket

TD Bank, a top North American bank, partnered with NewRocket to modernize its risk and compliance operations. Facing inefficiencies from manual control testing and limited executive oversight, TD Bank implemented ServiceNow IRM and a custom Executive Risk Portal developed by NewRocket. This transformation automated compliance processes, improved visibility, and enhanced decision-making.

From Fragmented Security Operations to a Unified Fusion Center

How TD Bank Enhanced Incident Response on the ServiceNow® Platform With NewRocket

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