What Hive sees
Ticket context, service history, approved knowledge, ownership, SLA clocks, documentation and customer commitments.
Hive for managed IT services
Triage the queue, prepare the QBR and keep the evidence current.
Hive reads the service trail, prepares the next operational step and returns evidence to the queue. Engineers approve consequential remediation, access changes, resets and provisioning.
Reads. Reconciles. Drafts. Flags. Consequential actions wait for human approval.
One operational thread
From scattered signals to reviewable work.
What Hive does
Pre-triages requests, drafts engineer briefs, prepares QBR evidence, reconciles documentation and flags SLA risk.
What Hive returns
A prioritised service queue, source-backed customer drafts, missing-document flags and an auditable action receipt.
Workflow library
Start where the work repeats.
Each workflow follows the same boundary: read the approved context, prepare the work, flag the exception and wait for a person where judgement or consequence begins.
Ticket pre-triage
- Pain
- Engineers open a ticket without the device, user, service history or diagnostic context needed to act.
- Hive prepares
- Hive assembles the approved context, classifies the request and drafts the next diagnostic questions for an engineer.
- Receipt
- Illustrative receipt: 28 tickets enriched · 19 categories proposed · 6 missing-context requests drafted · engineer approval required.
SLA-risk coordination
- Pain
- A ticket can approach its response or resolution threshold while ownership and dependencies remain unclear.
- Hive prepares
- Hive monitors the agreed service state, flags risk, drafts an internal escalation and prepares a customer update.
- Receipt
- Illustrative receipt: 94 open tickets checked · 5 SLA risks flagged · 3 updates awaiting service-manager approval.
QBR preparation
- Pain
- Quarterly reviews require manual assembly of incidents, service trends, actions and documentation gaps.
- Hive prepares
- Hive drafts the operational QBR pack from approved service records and links each trend or open action to its source.
- Receipt
- Illustrative receipt: 3-month service pack drafted · 4 trends highlighted · 7 open actions source-linked.
Service documentation upkeep
- Pain
- Runbooks and customer records drift behind the actual environment because updates lose to urgent tickets.
- Hive prepares
- Hive identifies conflicting or missing documentation and drafts updates for the technical owner to verify.
- Receipt
- Illustrative receipt: 46 records checked · 8 possible gaps flagged · 5 updates drafted · none published automatically.
Confirmed integration categories
Connect the systems that already hold the work.
Hive supports integrations across these categories. Exact products, permissions and write actions are confirmed during pilot design; no connector is implied until that scope is agreed.
- Service desk and ticketing
- Monitoring and service-status records
- Documentation and knowledge systems
- Email, chat and customer communication
Pilot qualification
A strong fit for MSPs with a documented service catalogue and explicit escalation paths.
Choose one service workflow with known inputs, an engineer owner and a clear approval boundary. Hive will prepare the work and evidence, not bypass technical control.
- Repeat ticket patterns or QBR preparation
- Defined SLA and escalation rules
- Named technical approvers for consequential actions
FAQ
Clear boundaries before the first workflow.
Can Hive reset accounts or provision users automatically?
Not by default, and never through an unsupported connector. Hive can prepare a request or runbook step, but resets, access changes and provisioning require supported systems and explicit approval.
Can Hive triage service tickets?
Hive can pre-triage by assembling context, proposing a category and drafting questions. An engineer remains responsible for diagnosis and consequential action.
How does Hive help with QBRs?
Hive can assemble approved service records, draft trend commentary and link open actions to their sources for the service manager to review.
Will Hive change our documentation by itself?
Hive can identify gaps and draft updates. Publication and technical verification remain with the document owner unless a low-risk, explicitly approved policy says otherwise.