New Finds
300+ AI Skills, LEAP AIOps Agent, and Observability Hooks
ServiceNow shipped the deepest AI catalog in ITSM. Over 300 skills across 30+ product modules. The LEAP Agent Framework is a fully autonomous operational-event manager — maps actions, groups alerts, detects topics, generates POVs, and enhances outcomes without human triage.
- ITOM Observability Skills: Native hooks for Datadog, Dynatrace, New Relic, Kentik, and Gemini Cloud Assistant. AI Agents pull live monitoring context directly into incident triage — no context switching.
- Group-Action Framework (GAF): Composable multi-step reasoning engine across ITSM, CSM, and HRSD. Powers "Suggested Steps" and "Recommended Actions" everywhere in the platform.
- Code Assist Suite: AutoComplete, Edit, Generation, Summarization, Fix — all inside the ServiceNow IDE.
13 hrs/week saved per tech, 10X ticket resolution speed
Atera’s AI Copilot is rolling out as an add-on for all plans. Real numbers from customer stories:
- Leeds United: 25–35% reduction in incoming tickets, 100% automated KB generation from ticket resolutions.
- Trapp Technology: 30% decrease in first reply time, +10% annual NPS lift.
- Mendocino College: 3 sites, 5,000 endpoints, 24/7 uptime monitoring.
Key capabilities: Remote session summary, real-time device troubleshooting (Windows + macOS), instant ticket summaries, plain-text → script generation, command-line generation from natural language, and auto KB article creation from ticket resolutions.
80% resolution rate, 60+ languages, vertical agent marketplace
Freddy AI Agent is not a chatbot — it resolves end-to-end. Up to 80% of queries closed without human handoff. <2 min average conversational resolution. 60% agent productivity lift.
- Vertical AI Agents: Pre-loaded with 50+ agentic workflows per industry (Shopify, Stripe, PayPal, FedEx, Wix integrations).
- Email AI Agent: Reads inbound email tickets, understands, responds, and auto-resolves — no triage queue.
- Omnichannel: One agent across email, webchat, WhatsApp, and social with full context preservation.
- Takes action: Refunds, order updates, appointment rescheduling, loyalty points, inventory checks, subscription changes, lead creation.
The quiet PSA with the widest integration net
HaloPSA is not leading with AI marketing — but its integration depth is competitive. 50+ native integrations spanning RMM, identity, billing, monitoring, and communication:
- RMM: Atera, ConnectWise Automate, Datto, NinjaOne, Addigy
- Monitoring: Datadog, Dynatrace, Azure Monitor, Azure Sentinel
- Communication: 3CX, 8x8, Teams, Slack-adjacent via webhooks
- AI Report Builder: Natural-language to SQL report generation with charts and dashboards
- ITIL-native: Incident, problem, change management out of the box. SLA + OLA with priority matrices.
HaloPSA’s angle: deep PSA + project management + asset management rather than agentic AI-first. But the AI Report Builder signals they’re adding intelligence layers.
Pricing Changes
Not included in standard licenses. Requires Pro Plus or Enterprise Plus SKU. Pricing is per-user or per-consumption — every AI action (summarization, generation, etc.) consumes licensed capacity. No public tier list; account team required.
Bottom line for MSPs: ServiceNow AI is still enterprise pricing. Not SMB-friendly.
AI Copilot is an all-inclusive add-on across all Atera plans. Features cannot be purchased individually. No public price disclosed on marketing pages — sales/demo required. Unlike ServiceNow, Atera’s base PSA pricing is already MSP-friendly, so the add-on is likely positioned as a per-technician uplift.
Freddy AI is split into Freddy AI Agent (autonomous resolution), Freddy AI Copilot (assist for humans), and Freddy AI Insights (analytics). Freddy AI Agent is bundled with Freshdesk Omni higher tiers. No à la carte pricing visible — enterprise sales model.
Worth Watching
SuperOps vs The Field — Who Owns What
| Capability | SuperOps | ServiceNow | Atera | Freshworks | HaloPSA |
|---|---|---|---|---|---|
| Autonomous ticket resolution | ? | ITSM Agent (GA) | AI Copilot (assist) | Freddy Agent (80% auto) | No |
| Script/command generation | ? | Code Assist (IDE) | AI Copilot (plain-text) | No | No |
| Auto KB from tickets | ? | KB Generation (GA) | AI Copilot (100% auto) | No | No |
| Device troubleshooting | ? | ITOM Alert Assist | AI Copilot (live) | No | No |
| Observability hooks | ? | Datadog/Dynatrace/New Relic | No | No | Datadog/Dynatrace/AZ Monitor |
| Vertical/retail agents | ? | No | No | Yes (Shopify/Stripe/ FedEx) | No |
| Pricing model | MSP-friendly | Enterprise + | PSA + add-on | CSM-tier bundled | Per-agent PSA |
SuperOps positioning opportunity: ServiceNow and Freshworks are enterprise-CSM priced. Atera has the best MSP technician AI but lacks end-user resolution. HaloPSA has integrations but no agentic layer. If SuperOps builds autonomous technician assist + end-user self-service resolution at MSP pricing, it owns a gap.
From "AI-enhanced" to "AI-native" PSA
The move from copilot-style assist (Atera, ServiceNow Now Assist) to agentic resolution (Freshworks Freddy, ServiceNow LEAP) is accelerating. Three patterns emerging:
- Assist → Agent: Copilots that suggest are being replaced by agents that act. Atera’s Copilot is still assist-level. Freshworks Freddy resolves autonomously.
- Horizontal → Vertical: Generic ticket AI is giving way to industry-specific agents (retail, healthcare, education). Freshworks leads here with pre-built vertical workflows.
- PSA + RMM convergence: Atera bundles both. HaloPSA integrates 6 RMM tools. The line between "management" and "service" is blurring.
Action Items for SuperOps
Build the "Atera-gap" story: autonomous end-user resolution
Atera’s AI Copilot is technician-facing only — it helps techs work faster. It does not resolve end-user tickets without human intervention. Freshworks Freddy resolves 80% autonomously. SuperOps should position its AI roadmap as "technician assist + end-user self-service resolution" — bridging the gap between Atera (assist-only) and Freshworks (resolution-only, enterprise-priced).
Publish a "ServiceNow vs SuperOps for MSPs" teardown
ServiceNow’s 300+ skills are impressive but overkill and overpriced for MSPs. A content teardown on "What MSPs actually need vs what enterprises pay for" would drive inbound. Compare license cost, deployment time (ServiceNow: months; SuperOps: hours), and technician learning curve.
Deep-dive: Moveworks agent marketplace post-acquisition
ServiceNow acquired Moveworks for $2.85B (March 2025). Moveworks ran an AI Agent Marketplace with 1000+ plugins. How is ServiceNow integrating this? What happens to Moveworks customers who are MSPs? Next week’s research target.