Feature · IT Process Automation

IT process automation that lives inside the service record, not next to it.

IT process automation covers the repeatable work the IT function runs every day: user provisioning and deprovisioning, access reviews, incident intake and routing, change requests, service delivery, and vendor management. Most organizations stitch three or four tools to run those motions. Strkr collapses the stack: user records, service records, access records, and incident records all live on one platform with flows, approvals, documents, messaging, and AI applied uniformly.

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What IT process automation actually has to cover

The six motions behind the ticket queue.

The ticket queue is the visible tip of the IT process iceberg. Underneath sit six motions that run constantly: user provisioning when someone joins, access reviews when roles change, incident intake and routing when something breaks, change requests when something needs to change, service delivery for the repeatable asks (new laptop, new SaaS seat, new access scope), and vendor management for the external suppliers that keep the stack running. Strkr covers all six as native flows on a shared platform with the audit log, permissions, and compliance posture that IT functions actually need.

User provisioning

Joiner, mover, leaver on one flow.

User lifecycle flows run joiner, mover, and leaver motions on one surface. New hire triggers account creation across the standard SaaS stack. Role change triggers access adjustment. Offboarding triggers deprovisioning with timed revocation across every connected system.

Access reviews

Quarterly review with manager attestation.

Access reviews schedule on a quarterly cadence. Each manager attests to the access their direct reports hold. Variances route to IT for action. The common failure where access reviews happen only when a compliance team asks does not surface because the review runs automatically.

Incident intake

A ticket becomes a flow, not a dead-end queue.

Incident intake captures the request through form, chat, SMS, or email, routes to the right team based on category and severity, SLA-tracks the response, and escalates on timeout. The queue stops being a dumping ground and starts being a tracked motion.

Change requests

CAB-aware approval with risk scoring.

Change requests route through the appropriate approval chain based on risk, system scope, and change window. The CAB cadence picks up the batch. Low-risk standard changes auto-approve. The common failure where every change burns a CAB cycle does not happen.

Service delivery

Catalog items with routing, approval, and fulfillment.

Service catalog items (new laptop, new SaaS seat, new access scope) run as named workflows with routing, approval, fulfillment, and verification. The end user gets a status update on the request. IT stops holding every request in a head or a sticky note.

Vendor management

Vendor records with contract and compliance dates.

Vendor records sit as custom objects with contract end dates, renewal dates, HIPAA BAA status (where applicable), insurance certificate dates, and compliance review dates. Flows alert the vendor owner 90 and 60 days before each renewal.

Asset tracking

Laptops, phones, licenses as records.

Asset tracking (laptops, phones, software licenses) sits as custom objects linked to users. The joiner flow assigns assets. The leaver flow reclaims assets. The audit shows asset ownership at any point in time.

Audit log

Every provisioning action, every access change.

Every provisioning action, every access change, every incident resolution, and every change request lands in the audit log with the acting user, timestamp, and before-after state. SOC 2 and compliance reviewers walk the full trail.

Reporting

SLA attainment, ticket volume, change success.

Dashboards cover SLA attainment per team, ticket volume by category, change success rate, and vendor renewal attention. The IT leader presents to the executive team with the numbers already assembled.

Why the shared platform beats the ITSM silo

Service records sit next to business records, not in a separate world.

Most ITSM platforms treat IT as a separate world: service records live in the ITSM tool, business records live in the CRM, and the integration between the two is a sync job that drifts over time. Strkr collapses the separation. Service records sit on the same platform as business records. The IT function sees the full business context (which account the user supports, which deal depends on the provisioning, which project needs the access). The automation layer reads across both worlds.

Shared data model

Users, services, assets, incidents on one schema.

Users, services, assets, incidents, change requests, and vendors all sit on the same schema as accounts, contacts, opportunities, and projects. Cross-record queries work natively. The common failure where ITSM data lives in a separate silo does not happen.

Business context on IT records

The provisioning request knows which deal depends on it.

A provisioning request can link to the opportunity it supports. IT sees which deal the request affects. The common failure where IT runs provisioning without seeing the business urgency does not happen.

IT context on business records

The CS manager sees open IT tickets on the account.

The CS manager running a QBR sees any open IT incidents affecting the account. The sales rep sees any pending access requests for a trial. The IT and business functions share the same record view.

Unified reporting

Business and IT metrics in one dataset.

Reports span business and IT metrics in one dataset. The common failure where business reporting and IT reporting agree only after a quarterly reconciliation does not happen because the two reports read the same rows.

Unified permissions

Role-based access across IT and business records.

The same role, team, and field-level permissions apply across IT records and business records. The IT manager sees their team's records. The service delivery team sees their category. The common failure where IT runs a separate permission model does not surface.

Unified audit log

IT writes and business writes in one review.

Every IT action and every business action lands in the same audit log. The compliance team runs one review across the stack instead of two separate reviews.

Unified assistant

Strkr AI reads IT and business context.

The assistant reads IT records and business records in context. An IT manager asks "which open tickets are blocking active deals" and the answer joins IT and business data in one response.

Unified messaging

SMS and email reach the end user through one channel.

A service delivery update, an incident resolution, or an access review reminder reaches the end user through the native messaging layer. The compliance posture, consent handling, and audit log inherit automatically.

Flat seat pricing

No per-ticket tier, no per-user tier.

Strkr charges flat per seat. No per-ticket tier. No per-user tier for IT records. The common failure where ITSM pricing scales punitively with ticket volume or user count does not happen.

The provisioning posture that passes an audit

Joiner, mover, leaver with the receipts attached.

The provisioning posture is the single most audited IT process. Did access get granted at the right time. Did access get revoked when the person left. Did the role change trigger the right access adjustment. Did somebody keep access they should not have. Strkr builds the provisioning flows with the audit posture an SOC 2 Type II or ISO 27001 review actually asks for. The joiner, mover, and leaver motions run on time with the receipts attached.

Joiner flow

Account creation across the standard stack.

New hire triggers account creation across the standard SaaS stack: identity provider, email, Slack, Google or Microsoft 365, the business applications the role needs. Each account creation logs with the acting flow and timestamp.

Mover flow

Role change triggers access adjustment.

A role change in the HRIS triggers an access adjustment flow. New access grants where the new role requires. Old access revokes where the previous role granted but the new role does not. The transition runs cleanly instead of accumulating stale access.

Leaver flow

Timed revocation across every connected system.

Offboarding triggers deprovisioning with timed revocation across every connected system: identity provider at the end of day, email forwarding set up, Slack access revoked, business applications deprovisioned. The flow runs on the exact schedule the policy requires.

Access attestation

Managers attest to direct report access quarterly.

Access attestation flows schedule quarterly. Each manager gets a packet showing the access their direct reports hold. Attestation is a one-click per user. Variances route to IT for action. The audit log captures the attestation.

Variance detection

Access that does not match the role, flagged.

Variance detection runs continuously. Users with access that their role does not require surface in a dashboard. The IT team acts on variances between attestation cycles. The common failure where orphan access accumulates for a year does not happen.

Service account tracking

Service accounts owned by a human, reviewed quarterly.

Every service account carries a named human owner. The quarterly attestation includes service accounts. Service accounts without a named owner surface in a dashboard. The common failure where service accounts become orphan credentials does not happen.

Privileged access

Just-in-time elevation with time-boxed expiry.

Privileged access requests run through a specific flow with named approver and time-boxed expiry. Elevation lasts for the configured window (hours, not days) and auto-revokes. The audit log captures the elevation and the acting work.

External identity

Contractor and partner access with contract end dates.

Contractor and partner identities carry contract end dates. Deprovisioning fires on the contract end date automatically. The common failure where a contractor keeps access three years after the contract ended does not happen.

Attestation history

Every attestation, every variance, every action.

The attestation history preserves every quarterly review, every variance detection, and every remediation action. The audit review walks the history and sees the discipline operating.

Incident, change, and service delivery

The three motions ITIL calls operations.

Incident management, change management, and service delivery are the three motions ITIL frameworks center on. The right automation for each one depends on the shape of the business, not a one-size-fits-all template. Strkr ships the primitives (routing, SLA tracking, approval chains, templates, status updates) that compose into the right motion for a specific IT function. The team starts with the shape that fits and tunes over time, instead of fighting a rigid framework.

Incident routing

Severity-aware, team-aware, on-call-aware.

Incidents route by severity, team, and current on-call. P1 incidents page the on-call engineer immediately. P2 incidents route to the team queue with a configurable SLA. P3 incidents route to the backlog. The routing engine respects on-call schedules.

SLA tracking

Response and resolution clocks on every incident.

Every incident carries a response SLA and a resolution SLA based on severity. Clocks tick visibly. Breaches trigger escalation. The common failure where SLA tracking happens in a separate tool nobody checks does not happen.

Incident timeline

Status updates, hand-offs, resolution notes.

The incident timeline captures every status update, every hand-off, every resolution note. The post-incident review walks the timeline. The common failure where incident learning happens in a Slack thread that scrolls away does not happen.

Standard change auto-approval

Low-risk standards do not burn a CAB cycle.

Standard changes (routine password rotation, standard SaaS seat provisioning, documented runbooks) auto-approve with the audit log capturing the action. The CAB cycle focuses on real changes with real risk.

Normal change CAB

Risk-scored routing through the CAB.

Normal changes route to the CAB with risk scoring, implementation plan, back-out plan, and testing attestation. The CAB sees the full context in one view. The approval decision takes minutes, not days of back-and-forth email.

Emergency change

Fast-track with retrospective approval.

Emergency changes fast-track with retrospective approval and a formal post-incident review. The audit log captures the emergency authorization and the retrospective review.

Service catalog

Named items with routing and fulfillment.

The service catalog carries named items: new laptop, new SaaS seat, new access scope, new VPN credential, new conference room. Each item has routing, approval chain, fulfillment steps, and verification. The end user requests through a single surface.

End-user status

The requester sees progress in real time.

The end user who filed a service request sees status updates in real time through email or SMS. The common failure where the requester has no visibility into their open request does not happen.

Self-service portal

A single surface for every request type.

The end-user portal shows the service catalog, the status of every open request, and the knowledge base articles. The common failure where every request lands in email and nobody can find the status does not happen.

How IT process automation plugs into the rest of Strkr

The platform behind the IT function.

The IT process automation sits on the same Strkr platform every revenue org runs. The flow engine, the document stack, the messaging layer, the assistant, and the reporting layer all ship uniformly. The IT function gets the full operating stack rather than an ITSM-specific bolt-on with a shallow feature set. The specific IT motions (provisioning, access review, incident, change, service delivery, vendor management) layer on top of the horizontal foundation.

CRM native

IT records on the same schema as business records.

Users, services, assets, incidents, and vendors sit on the same schema as accounts, contacts, opportunities, and projects. The IT function and the business function share the same records.

Native messaging

SMS and MMS for incident and request notifications.

Strkr Messaging is the native SMS layer. Incident paging, request status updates, and access review reminders all run through the compliant channel.

Native documents

HIPAA BAAs, DPAs, procurement contracts.

The document stack handles vendor HIPAA BAAs, DPAs, procurement contracts, and internal SOPs. Templates version like code with approval chains built in.

Native assistant

Strkr AI for runbook drafts and incident summaries.

The assistant drafts runbooks, summarizes incident timelines, extracts fields from unstructured incident reports, and suggests resolution steps based on prior incident patterns.

Native reporting

IT metrics on the same dataset as business metrics.

Dashboards cover SLA attainment, ticket volume, change success, vendor renewal attention, and access review compliance. One analytics layer across IT and business.

Open APIs

Integration with the IT stack through webhooks.

Open REST and webhook APIs integrate with the IT stack: SIEM, EDR, cloud provider APIs, specialty applications. The platform integrates with the stack rather than replacing it.

Flat seat pricing

No per-ticket tier that punishes volume.

Flat per seat. No per-ticket tier. No per-user tier for IT records. Budget predictability as the function grows.

Compliance posture

HIPAA BAA, SOC 2 Type II in progress, GDPR aware.

The compliance posture applies uniformly. SOC 2 Type II audit in progress with Type I available on request. The IT function runs inside the same compliance envelope as the rest of the business.

Said simply

One platform, every IT motion.

Provisioning, access reviews, incidents, changes, service delivery, vendor management. All on one platform with one audit log and one compliance posture.

IT process automation that lives inside the service record.

Flows, approvals, documents, messaging, scoring, AI, and reporting all ship native. Provisioning, access reviews, incidents, changes, service delivery, and vendor management on one platform. Open the admin surface on your real IT function and see how a stitched four-tool ITSM stack collapses to one coherent surface.

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Common questions

What buyers ask about this feature.

What is IT process automation and how is it different from ITSM?

IT process automation covers the full stack of IT motions: user provisioning, access reviews, incident intake and routing, change requests, service delivery, and vendor management. ITSM typically focuses on the ticket queue and the change management process. The distinction matters because real IT functions run across all six motions, and treating them as separate silos accumulates drift. Strkr builds the full stack on one platform with the audit log, permissions, and compliance posture that IT functions actually need. The business function and the IT function share the same records, so cross-function visibility works natively.

How does the provisioning posture pass an SOC 2 or ISO 27001 audit?

Joiner, mover, and leaver flows run with full audit trail: every account creation, every access adjustment, every revocation logs with the acting flow, the triggering event, and the timestamp. Access attestation runs quarterly with each manager attesting to direct report access. Variance detection runs continuously, surfacing users with access their role does not require. Service accounts carry named human owners with quarterly attestation. Privileged access runs through just-in-time elevation with time-boxed expiry. The attestation history preserves every review and remediation action. SOC 2 and ISO 27001 reviewers walk the full trail without reconstruction.

Does Strkr integrate with the IT stack we already run?

Yes. Native connectors ship for the common enterprise applications (Google Workspace, Microsoft 365, Slack, Microsoft Teams, Okta, Azure AD). Open REST and webhook APIs integrate with the long tail: SIEM, EDR, cloud provider APIs, specialty IT applications. Credentials for external APIs live in Strkr Secrets with per-tenant encryption. SCIM 2.0 provisioning syncs users and groups from the identity provider. The platform integrates with the stack rather than replacing it, which matters for an IT function that has already invested in the identity, endpoint, and monitoring layers.

How does the change management workflow handle risk-scored routing?

Standard changes (routine password rotation, standard SaaS seat provisioning, documented runbooks) auto-approve with the audit log capturing the action. Normal changes route to the CAB with risk scoring, implementation plan, back-out plan, and testing attestation visible on the approval card. Emergency changes fast-track with retrospective approval and a formal post-incident review. The CAB cycle focuses on real changes with real risk instead of being burned by low-risk standard requests. The audit log captures every approval, every rejection, and every emergency authorization.

Can end users see the status of their service requests?

Yes. The end-user portal shows the service catalog, the status of every open request, and the knowledge base articles. Status updates reach the requester through email or SMS as the request moves through routing, approval, and fulfillment. The common failure where the requester files a ticket and has no visibility into progress does not happen. The self-service surface shortens the IT team's inbound email volume because requesters check the portal instead of asking for status.

Does IT process automation ship on every tier or is it an add-on?

The full IT process automation stack (provisioning, access review, incident, change, service delivery, vendor management) ships on every paid tier at no extra charge. Strkr charges flat per seat with no per-ticket tier, no per-user tier for IT records, and no credit meter on AI. Strkr Messaging usage bills at a transparent per-message rate separate from the seat. There is no premium ITSM SKU and no implementation partner requirement because the pieces are the same system as the rest of the platform.

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