Definition
Discipline of delivering internal employee services (IT, HR, finance, procurement, legal) through unified workflows — historically ticketing queues, increasingly AI agents embedded in collaboration tools.
Key Points
- harmony-ai represents AI-native ESM inside Slack/Teams without rip-and-replace of backend systems
- Competes with classical ITSM plus emerging workplace agents from productivity suites
- Ties to agent-sprawl and enterprise-ai-reliability