It’s a secure, lightweight software component that discovers and manages IT assets, collects device and service telemetry, keeps the CMDB accurate, automates support and remediation, and connects infrastructure operations to incidents, requests, changes, compliance, and SLAs.

The deployed agent runs on endpoints, servers, VMs, and cloud workloads, feeding operational data into the ITSM platform and executing actions like patching and self-healing. The ITSM AI agent operates inside the platform — reading ticket and CMDB context to triage, summarize, recommend resolutions, generate change plans, and automate routine work. UnityOne AI gives you both, working together.

The agent discovers configuration items, sends them to the CMDB, and updates records whenever hardware, software, services, or configuration change — so the CMDB stays current on its own. That accuracy matters: a poorly maintained CMDB leads automation to fix the wrong thing on the wrong asset.

Known conditions can self-heal without an engineer — restarting a stalled service, clearing a full disk, remapping a drive, correcting a drifted setting, or triggering a broader runbook — and the in-platform AI agent can run approved workflows to diagnose and close routine incidents end to end, under your governance.

An ITSM agent exists to improve service delivery — assets, health, support, patching, CMDB, and SLAs — for IT operations and the service desk. A security agent exists to stop threats — processes, identity, malicious behavior, containment — for the SOC. They’re complementary, and both live in the CERNE control plane.

Yes. Multi-tenant asset views, workflows, policies, reporting, and role-based access keep managed-service customers cleanly separated. And it discovers and manages AI infrastructure too — GPU servers, Kubernetes nodes, storage arrays, and management-plane hosts — with service maps linking AI applications to their compute, storage, and network dependencies.