Concepts Index

Concepts are reusable ideas and mental models. They should not be used for one-off source summaries or specific companies.

Company Thesis

• Back-Office Automation
• AI Autopilot Services
• Mirage PMF
• Outcome Automation vs Step Automation
• Outcome Pricing
• Service-Led AI ITSM Delivery
• Modern IT Operating System

AI ITSM Product Model

• ITSM
• AI Service Desk
• Agent-First ITSM
• AI ITSM Overlay
• Context Graph
• Living Playbooks
• AI ITSM Readiness Debt
• Governed Autonomous Service Desk
• Uncomplicated AI ITSM
• ServiceOps Convergence
• AI Session Packaging
• Pair syntheses (high co-occurrence, deduped): Agent-first × Readiness debt, Back-office × Context graph, Autopilot × Outcome vs step

Engineering Architecture

• AI Workflow Substrate
• Deterministic Agent Runtime
• Agent Tool Governance
• Integration and Context Layer for AI ITSM
• MCP-Backed Workflow Generation
• Vibe Coding for IT
• AI Agent Governance Layer
• Day-One Secure Compliance Foundation

Market Analog Concepts

• AI Front Office for Service Businesses
• Vertical AI for the Services Economy
• MSP AI Enablement
• Incumbent AI ITSM Platform

Maintenance Rule

Add concepts when they name reusable patterns that appear across multiple pages. If a page is mainly about one company, tool, or source artifact, put it in entities/ or references/sources/ instead.