ENTERPRISE SOFTWARE · ITSM

IT service management and business-impact incident response, rebuilt on Wexa

The goal was to show that an ITSM workflow is "just an application on Wexa". Working with an IT-services partner on the workflow vendor's demo instance, Wexa connected the platform, built the context graph and had agents diagnose and resolve incidents.

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to build a custom connector and ingest all records
context sync interval, plus on demand
to a working ITSM application
incident diagnosed and resolved by an agent end to end

CLIENT: IT-services partner serving digital-banking platforms, on a leading enterprise workflow platform
REGION: US
WHEN: 2026
ENGAGEMENT: Partner build
WEXA COMPONENTS: Custom connector · automatic ontology discovery · context graph · root-cause and resolution agents

01Case 12

The challenge

Agent features inside ITSM suites see only their own data
Root-cause analysis needs incidents, configuration items, changes and logs together
Inference cost on large ITSM estates grows quickly

What Wexa built

Custom connector into the Wexa context graph, with scheduled and on-demand sync
Service context graph linking incidents, configuration items, services and owners
Root-cause analysis agent that traverses the graph and resolves the incident
ITSM application with admin setup, onboarding flow and dashboards
Business layer in the graph: configuration item → business service → customer account → annual revenue, so an outage resolves instantly to the accounts and revenue at risk
Response agent: correlates incidents on the same service into a major incident, diagnoses root cause from graph context and live service logs, restarts and verifies the service, resolves the ticket and sends a leadership summary
Tier-based customer communication; revenue data never written back to the ITSM tool; payments fixes always need a human "apply fix"

02Case 12

How it runs on Wexa

FigureHow this use case runs on Wexa: client systems connected, ontology discovered, context graph in the Wexa memory layer, agents and process flows, and governance. Highlighted components are central to this use case.

03Case 12

Solution architecture

Figure72-hour ITSM build on Wexa (redrawn from the project design).

04Case 12

Results

Measure	Before / without Wexa	With Wexa
Engineers on incident triage and response	6 engineers	2 engineers
Annual cost of the process	$720K	$240K
Mean time to resolve a major incident	4 hours	1 hour
Time to implement the AI solution	6 months	4 days
AI build cost (one-time)	$480K	$8K
AI operating cost per year (models, infrastructure, upkeep, platform)	$312K	$166K
Total AI cost in year 1	$792K	$174K

With Wexa

net annual value to the client after Wexa's own operating cost

faster to implement

lower AI operating cost

less AI spend in year 1

Demonstrated to the workflow vendor's leadership; now in OEM discussions
Became the ServiceOps (ITSM / ITOM) track of Wexa's October 2026 hackathon
Deployed as a running application against the partner's ITSM tenant, with live incidents injected into three banking services (payments, bill pay, transfers)