Organizational context is a continuously updated and interconnected layer that understands your enterprise intricately. This includes connecting the dots between people, assets, processes, services, technology, trust, risks, applications and platforms. Details such as:
- User attributes like an employee’s department, location, role, manager and access entitlements
- Device information such as assigned laptops, mobile devices, their configurations, asset health and compliance status
- Application usage patterns of SaaS licenses, entitlements and on-premises apps
- IT infrastructure dependencies between network devices, servers and storage
- Business processes that involve workflows and policies configured around them for different teams
Unlike traditional databases that try to capture the above data partially, the organizational context layer is dynamic. It connects, for example, data from HR systems, ITSM processes, identity providers, network telemetry, SaaS platforms and collaboration tools into one unified layer that constantly tracks the changes and dependencies between them in real time.
What context-aware service management looks like
When deep context is plugged into your agentic AI systems, end-user support becomes more personalized, human-like and intuitive at scale.
