Most AI goes straight to production and breaks things. Ours earns it. We train on your historical tickets, then run a live Shadow Audit where your technicians validate every suggestion before anything is automated. By the time it goes live, it already knows your environment—because it learned it alongside your team.
Most ITSM tools promise AI but deliver templates trained on someone else's data. We build automation trained on your ticket history—so it actually understands what "urgent" means in your environment, which team handles printer issues, and why that one user always needs VPN help on Mondays.
Generic AI knows what a VPN is. Our tool knows why Tom has VPN issues every Tuesday. By vectorizing your ticket history and technician corrections, we capture the patterns that standard documentation misses. It's institutional memory that doesn't retire.
Every ticket gets categorized, prioritized, and routed the moment it arrives. The system knows your taxonomy, your team structure, and your escalation rules because we trained it on 3,000+ of your historical tickets.
Relevant KB articles appear automatically in tickets. Not generic suggestions—actual articles your team has used to resolve similar issues. Technicians spend less time searching, more time solving.
The system learns from every correction your team makes. New ticket patterns? It adapts. Reorganized your teams? Update the rules once. Seasonal ticket spikes? It remembers from last year.
ServiceNow's Virtual Agent costs six figures and still routes tickets wrong. Freshservice's Freddy needs weeks of "tuning" to maybe get close. Jira's AI features only work if you've already done the hard work of structuring everything perfectly.
Our approach is different: we export your ticket history, analyze what your team actually does (not what the manual says they should do), and build models that match reality. Then we deploy it as a lightweight service that integrates with whatever ITSM platform you're using today.
Built to be ITSM-Agnostic. Whether you use Freshservice, Jira, or ServiceNow, our automation layer lives where you need it. Because we use your own API entry points, all communication stays protected behind your security perimeter. Your data never leaves your environment to train someone else's model.
We start with a 30-Day Shadow Audit. Our tool sits behind your firewall and watches how your team actually works. It suggests responses to your technicians in a private web form—they validate the logic, and the AI learns your specific "tribal knowledge." No changes to your production environment until you're 100% confident in the output.
Most clients are live within 3-4 weeks. The difference between "interesting demo" and "this actually works in production" comes down to proper training data and a methodical rollout. We've done this enough times to know what breaks and how to avoid it.
Send over 10 recent tickets (redact the PII) and we'll show you exactly how the Shadow Audit would handle them.
Integrates with the ITSM platform you already use—no migration required
Replace Virtual Agent at 1/10th the cost. Integrates via business rules and REST API. Handles category, priority, assignment group, and Configuration Item linking.
Works with any tier that has API access (Pro, Growth, or higher). Webhook triggers on ticket creation, automation updates fields within seconds.
Plugs into automation rules or scheduled jobs. Updates custom fields, components, labels—whatever structure you're using today.
Using something else? Zendesk, ManageEngine, BMC Remedy—if it has an API, we can integrate.
Sometimes you need more than just software
Need someone to translate what your IT team is saying into what your business needs to hear? 28 years of ITSM and operations experience, available part-time. ITIL-certified and comfortable in the executive suite or the server room.
Not sure where to start? We'll spend a few hours reviewing your service desk operations, identify what's working and what's draining time, and give you a prioritized list of improvements.
Free 30-Min IntroWalker Advisory Solutions was founded on 28 years in IT operations—long enough to know that most "automation" projects are really just spreadsheet macros dressed up in buzzwords. Real automation should make your team's lives easier, not create new problems to manage.
The idea came from firsthand experience watching a service desk manually sort through 200+ tickets a day. So we built something that actually worked: models trained on real ticket history that understood actual categories, escalation rules, and team habits. It saved 80+ hours a month and nobody had to learn a new system.
That's the foundation of Walker Advisory Solutions. We take the same approach with every client—understand how your service desk actually operates, build automation that fits into your existing workflows, and deliver something production-ready in weeks, not quarters. ITIL-certified with 28 years in the game, but more importantly: we've been the team paged at 2 AM for a Sev 1. We know that if automation isn't reliable, it's just another thing for your team to fix. We built this to be the tool we wish we had ten years ago.
Send over 10 recent tickets (redact the PII, we just need the technical context) and we'll show you exactly how our Shadow Audit would have handled them. No sales pitch, just a breakdown of the logic.