Try Moveworks
Overview
Moveworks automates the internal support requests that consume enormous amounts of organisational time and create no value whatsoever: password resets, software access, VPN problems, where-do-I-find-the-policy questions. An employee asks in Slack or Teams and the assistant resolves it, usually by actually doing the thing rather than by linking to an article about how to do it.
The distinction between answering and resolving is the entire product. A chatbot that returns the knowledge base article on requesting software access has saved nobody any time. Moveworks integrates with identity, ITSM and HR systems so it can provision the access, reset the credential, or file and route the request — which is why deflection rates are meaningful rather than cosmetic.
ServiceNow acquired Moveworks, which is the strategic context to hold in mind. It resolves the long-term viability question and deepens the ITSM integration story; it also means the product's roadmap now serves ServiceNow's platform strategy. For organisations already on ServiceNow that is an advantage. For those on other ITSM platforms, it is worth asking pointed questions about long-term support.
Key Features
Resolution, Not Deflection Theatre
Provisions access, resets credentials and files requests rather than returning a knowledge base article — which is the difference between real and cosmetic deflection.
Deep System Integration
Connects to identity, ITSM, HR and collaboration platforms, which is what allows it to act rather than only advise.
Slack and Teams Native
Employees ask where they already are, removing the portal nobody visits from the process.
IT and HR Coverage
Handles both technology and people-operations requests from one assistant.
Knowledge Gap Reporting
Surfaces what employees ask that documentation does not answer, which is quietly one of its more valuable outputs.
Deflection Analytics
Measures what was resolved without human involvement, so the business case can be verified rather than assumed.
Pros & Cons
Advantages
- Resolves requests rather than routing them, so deflection is real
- Meets employees in Slack and Teams instead of a portal
- Covers IT and HR from a single assistant
- ServiceNow ownership removes vendor continuity risk
- Knowledge gap reporting improves documentation as a side effect
Disadvantages
- Integration depth means a substantial implementation project
- Enterprise pricing that only makes sense above a certain headcount
- Roadmap now serves ServiceNow's platform strategy
- Value depends on having documented, well-defined internal processes
Pricing Plans
| Plan | Price | Key Features |
|---|---|---|
| Enterprise | Custom | Priced on employee count and integration scope |
Best Use Cases
Moveworks Excels At:
- Large organisations with high internal ticket volumes
- IT and HR teams buried in repetitive access and reset requests
- Companies already invested in ServiceNow
- Improving employee experience for routine internal requests
May Not Be Ideal For:
- Organisations under a few thousand employees
- Companies with undocumented or ad-hoc internal processes
- Teams on ITSM platforms outside the ServiceNow ecosystem
How It Compares
Moveworks vs a knowledge base chatbot
A chatbot answers questions; Moveworks completes tasks. Employees do not want to be told how to request access, they want the access. That distinction is the entire value gap between the two categories.
Moveworks vs Agentforce
Moveworks is purpose-built for employee support with deep identity and ITSM integration; Agentforce is a general agent platform strongest where Salesforce data is central. Internal support favours Moveworks.
Final Verdict
Our Recommendation
Moveworks is the mature answer to internal support automation, and it earns that by resolving requests rather than deflecting them into a knowledge base. The integration work is genuinely substantial — this is a project, not a subscription — and the economics only work above a certain headcount, but for large organisations the repetitive request volume is large enough that the maths is usually straightforward. The ServiceNow acquisition settles the continuity question and tilts the roadmap; factor that in if your ITSM stack sits elsewhere.