Operator chat
Ask about tickets, approvals, queue health, login failures, admin changes, and tenant risk in one workspace.
Lex operator copilot
The AI control plane for IT operations.
Investigate tickets, diagnose identity issues, run tenant checks, route approvals, and execute verified admin actions across the systems your help desk already depends on.
Reset Priya Sharma's password and give me a temporary password.
I found Priya Sharma in Entra ID, confirmed the open ticket, and reset her password.
Temporary password Harbor-742-Mint!
Priya will be prompted to change it at next sign-in. I also added the resolution note to INC-49172.
Want me to close the ticket?
Inspect, reason, execute. Lex brings ticket context, live tenant evidence, approval policy, and admin tools into one governed operator workspace.
Evidence gathering
Lex loads ServiceNow context, identity state, sign-in evidence, group membership, M365 settings, and live tool output before answering.
Approval-aware writes
Before creating, changing, resetting, revoking, or closing anything, Lex checks saved approval policy and asks for explicit operator approval when required.
Investigate
Navigate messy IT requests with an operator-grade copilot.
Lex is built for the moment when a ticket is too vague for a macro and too repetitive for a senior engineer. It turns natural language into a live investigation path, asks for the missing target when context is ambiguous, and keeps the work grounded in ticket and tenant evidence.
Live investigation verified
ServiceNow request loadedUser profile resolvedSign-in evidence checkedLikely cause prepared
Ticket-aware Q&A
Inspect open, active, closed, failed, or approval-waiting requests and explain what happened in operational language.
Identity diagnostics
Review user profile data, authentication methods, sign-in activity, password-reset evidence, sync state, and likely blockers.
Tenant scans
Run focused Exchange and Microsoft 365 security checks for forwarding risk, policy drift, sharing exposure, and queue health.
Execute
Turn approved admin intent into verified action.
Lex does not stop at a suggested runbook. When the configured identity has permission and approval policy is satisfied, Lex can execute the smallest useful admin action, verify the result, and update the ticket trail.
Approved write verified
Approval policy checkedScoped command preparedAdmin action executedResult verified
Identity actions
Reset passwords, unlock or disable accounts, revoke sessions, manage MFA methods, update profile fields, assign licenses, and manage access groups.
Microsoft 365 admin
Use permission-bound Graph, Exchange Online, Teams, SharePoint, Purview, Defender, Intune, and Azure lanes when a bespoke tool is not enough.
Ticket closure
Add ServiceNow work notes, customer-visible comments, approval records, state updates, and close notes when the operator asks Lex to finish the job.
Govern
Keep every change inside the control plane.
Lex treats IT execution as observe, decide, act, verify. The product is designed around scoped tool lanes, saved approval preferences, readable work logs, and explicit handoffs when a request is outside policy or too ambiguous to execute safely.
Control trace verified
Intent classifiedPolicy matchedTool result attachedAudit trail written
Approval policy memory
Save which recurring tasks require approval and which can run without prompting in the shared IT-console scope.
No silent guesses
If the app, user, group, site, mailbox, policy, or action is unclear, Lex asks before diagnosing or writing.
Work-log responses
Operators see what Lex inspected, what changed, what still needs input, and which system produced the evidence.
Built from the runtime
Proof points from how Lex is implemented.
1 workspace for tickets, approvals, diagnostics, and admin writes
20+ task keys covered by approval policy, from Graph resets to Exchange writes
7 Microsoft admin surfaces represented across Graph, Exchange, Teams, SharePoint, Purview, Defender, and Intune
“Lex is shaped around the real help desk loop: gather facts, decide the right lane, call the smallest useful tool, verify the result, and answer plainly.”
How teams use Lex
Operator work that can move from queue to resolution.
ServiceNow ticket triage
Summarize open requests, inspect a specific RITM, identify missing context, create intake tickets, and update or close the record after resolution.
Account recovery
Investigate lockouts, stale sessions, MFA issues, password reset evidence, and Conditional Access blockers before proposing the next action.
Access changes
Resolve users and groups, inspect current membership, route approvals, add or remove access, and update the ticket with what changed.
Exchange and collaboration
Audit forwarding, manage distribution lists, update shared mailbox delegates, inspect Teams messaging policy, and coordinate SharePoint admin work.
Security scans
Run focused tenant checks for mail-flow risk, external sharing, stale access, endpoint posture, and admin policy gaps.
Bring Lex into the operator workspace