Skip to content

IT service management

Generated from the architecture model

This page is rendered from model/**/*.yaml by tools/docs_model during mkdocs build. Edit the YAML, not this page; hand-written design lives on the linked service, platform and plane pages.
Vertical ITSM
Prototype reference ITSM prototype (ConnectSoft.DesignPrototypes)
Managed edition Managed (D33, D34)
Data residency tenant-region (D31)
Catalog Examples catalog · Vision-to-Production path for this vertical

Business problem

Tickets, changes and assets are managed in a tool nobody can extend; automation is unsafe.

Product intent

Incidents, requests, changes with approvals, a CMDB and runbook automation through governed agents.

What the Factory makes different here: runbook automation as agent runs with side-effect classes and approvals (the Factory's own model inside the product).

Vision-to-Production path for this vertical

Step Factory platform Agents Blueprints
Vision and product plan Agent Mesh, Control plane Enterprise Architect Agent, Agent Architect Agent vision
Architecture and domain Template & Library (BC-02) Enterprise Architect Agent service, module, security
Experience Template & Library, Factory Studio UX track UX Designer Agent, Frontend Developer Agent —
Recipe and generation Template & Library (BC-15), Agent Mesh, Tools & MCP Enterprise Architect Agent, Agent Architect Agent, Backend Developer Agent, Security Architect Agent, QA Agent module plan from the context map
Quality Observability (BC-22), DevOps / GitOps QA Agent test, observability
Delivery and provisioning DevOps / GitOps (BC-23, BC-24), Runtime Cloud (BC-25) DevOps Agent, Infrastructure Architect Agent —
Operations Product Fleet Operations (BC-35..37) — handover, objectives, rollouts, incidents, off-boarding

Delivery workflows exercised: monitoring-and-observability-workflows, platform-evolution-workflows.

Generated product shape

C4Context
    title IT service management system context
    Person(user, "Users", "ITSM users and operators")
    System_Ext(factory, "ConnectSoft AI Factory", "generates, delivers, provisions and operates the product")
    System_Boundary(product, "IT service management") {
        System(ctx_Tickets, "Tickets", "incidents, requests, SLAs")
        System(ctx_Changes, "Changes", "changes, approvals, windows")
        System(ctx_Assets, "Assets", "CIs, relationships")
        System(ctx_Automation, "Automation", "runbooks, agent runs")
    }
    Rel(user, ctx_Tickets, "uses through the product gateway GW-07")
    Rel(factory, ctx_Tickets, "descriptor, health, rollouts, incidents, off-boarding")
Hold "Alt" / "Option" to enable pan & zoom

Bounded contexts

Context Responsibility Published events
Tickets incidents, requests, SLAs IncidentResolved
Changes changes, approvals, windows ChangeApproved
Assets CIs, relationships AssetDiscovered
Automation runbooks, agent runs RunbookCompleted

Modules and templates

Module Template Notes
Microservice ×4 connectsoft-microservice
Agent service connectsoft-ai-agent
Shell connectsoft-blazor-saas-shell
Every product also gets the SaaS foundations (tenants, editions, entitlements, billing, metering) and the product host shape (descriptor, health, operations handover) unless it is a library-only product.

Prototype reference

ITSM prototype in ConnectSoft.DesignPrototypes shows the intended screens; the UX track (U1–U4) maps prototype destinations to the UX model's screens with keep, merge, rename, retire or new decisions.

Operations as a managed product

Managed; agent runs inside the product use MCP tools with classes and approvals.