Triage and routing
Classify each ServiceNow case, resolve ambiguity, and select the published runbook owned by the right domain specialist.
Lex IT case orchestrator
The triage and orchestration layer for autonomous IT.
Classify ServiceNow cases, route them to specialist agents, advance governed runbooks, manage approvals and handoffs, and keep every case moving toward verified closure.
RITM0010001: Tom cannot sign in to Microsoft 365.
Classified as identity recovery. Routing to the Entra specialist and starting the published login-recovery runbook.
Current case state Waiting for approval
Entra evidence is attached to ServiceNow. The next privileged action is paused for an identity engineer.
After approval, the specialist will act, verify, close the ticket, and notify Tron.
Triage, route, govern. Lex is not one all-purpose IT engineer. It is the durable case orchestrator connecting ServiceNow to specialist agents and their published runbooks.
Durable orchestration
Track every node, action, handoff, requester wait, approval, human task, and verification step without replaying completed work.
Case governance
Keep ServiceNow as the audit layer while specialists execute narrow actions and people retain control of privileged or exceptional work.
Triage
Turn an unstructured ticket into the right operating path.
Lex reads the ServiceNow case, identifies the domain and intent, requests missing context when necessary, and selects only a published runbook that can safely own the work.
Case routing verified
ServiceNow case loadedIntent classifiedDomain matchedPublished runbook selected
ServiceNow-first intake
Use the ticket as the durable case record whether it came from Tron, an employee portal, an API, or an IT operator.
Specialist routing
Send identity, endpoint, VPN, application, and future cases to agents with narrow missions and declared capabilities.
Ambiguity handling
Ask for the missing user, device, app, or environment instead of letting a general-purpose model guess its way into a tool call.
Orchestrate
Let domain agents execute the work they actually understand.
Lex advances the selected runbook while specialist agents gather evidence, invoke typed actions, hand off to another domain, and resume safely after external input.
Runbook execution verified
Entra agent startedEvidence snapshot storedApproval pause persistedExecution resumed
Versioned runbooks
Run explicit graphs of actions, decisions, approvals, requester waits, human tasks, handoffs, verification, resolution, and failure.
Typed action boundaries
Specialists can request only declared, allowlisted reads and mutations backed by customer-specific connectors and permissions.
Cross-domain handoffs
Carry evidence from one specialist to another in the same case, such as application diagnostics handing a healthy SAP case to VPN.
Govern
Keep automation accountable to the case.
Lex manages the boundary between autonomous execution and human judgment. Every pause, decision, action result, approval, assignment, and resolution remains traceable to ServiceNow.
Case control verified
Approval recordedHuman task assignedResult verifiedServiceNow closed
Approval gates
Pause before privileged changes, show the exact proposed action and target, and resume only after a recorded decision.
Explicit human tasks
Route unsupported, destructive, physical, or policy-exception work to the correct team with completion criteria and a verification step.
Verified closure
Close the ticket only when the runbook's evidence, system checks, and requester or human confirmation requirements are satisfied.
Built from the runtime
Proof points from how Lex is implemented.
5 initial domain agents with narrow identities and declared actions
7 published runbooks compiled into the deployed registry
3 durable wait states for approvals, requesters, and human tasks
“Lex owns the case, not every system. Specialists own the diagnosis and actions; Lex keeps their work coordinated, governed, and auditable through closure.”
How teams use Lex
The control plane between a ticket and its resolution.
ServiceNow ticket triage
Classify new RITMs, identify missing context, select a published specialist runbook, and preserve the routing decision on the case.
Multi-agent diagnosis
Move one case across application, VPN, identity, endpoint, or future specialists without losing evidence or starting a second workflow.
Approval lifecycle
Pause a privileged runbook node, create the ServiceNow approval artifact, and resume from the exact next step after approval.
Requester and human waits
Ask the requester to test a fix or assign an exception to an engineer, then resume the same durable case from their response.
Verified case closure
Require post-change evidence, write concise work notes and resolution details, close ServiceNow, and report the outcome back through Tron.
Bring Lex into the ServiceNow operating loop