IT Service Desk · Agent blueprint · validated with 6 team members

Provision software and access requests agent

Takes each case from ServiceNow through Microsoft Entra admin center, Microsoft admin center and records the result, with a person approving changes.

81readiness · Ready for an agent

7–11 hback per week, of 18 h now

$20K–31Ka year

2–5 wkto build · size M

Trigger

A new requested item arrives in ServiceNow

Done when: Group added, license assigned, work note written and the item closed complete.

Needs: Record number; Fields: Add members, Assign license, Work notes, State

What the agent does

1
Read the requested item details · ServiceNowconnector
2
Look up the record in Microsoft Entra admin center · Microsoft Entra admin centerconnector
3
Send the proposed changes to a person to approve · Teamsperson
4
Set Add members · Microsoft Entra admin centerconnector
5
Look up the record in Microsoft admin center · Microsoft admin centerconnector
6
Set Assign license · Microsoft admin centerconnector
7
Look up the record in ServiceNow · ServiceNowconnector
8
Set Work notes · ServiceNowconnector
9
Set State · ServiceNowconnector

Decisions the agent makes

Decide	Rule	Source
Add members	Each catalog item has its own security group, e.g. Visio goes to SG-Visio-Users. I check the KB list if unsure.	The team
Assign license	If the item is a paid app we assign the license; free apps only need the group. Data: when Add members is SG-Visio-Users, Assign license is Visio Plan 2 in 100% of 35 cases; when Add members is SG-Project-Users, Assign license is Project Plan 3 in 100% of 22 cases; when Add members is SG-Adobe-Users, Assign license is Adobe Acrobat Pro in 100% of 18 cases.	Team, confirmed by data
Work notes	Not known yet: ask the team	Not known yet
State	Closed complete once the group and license are done and the note is in.	The team

Where a person signs off

A person approves every change to accounts, access or records (company policy).

Exceptions

When	What the agent does
Admin or finance groups need a security review first. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
No licenses left: we raise a purchase request and set the item to pending. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
Contractors need their sponsor's approval too. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
the case waits for someone (26% of cases, about 2.7 h)	Send a reminder after 2 hours and post the status on the ticket
the case waits for an approval (75% of waits, per the team)	Track it and remind after 2 hours

Build with

Microsoft 365 Copilot: Drafts and summaries for the person approving
Copilot Studio: Agent logic, approvals and the person's view in Teams
Power Automate: Runs the steps and connects the systems

Skills: Microsoft 365 Copilot, Copilot Studio

Before building

A service account with the needed rights in ServiceNow
A service account with the needed rights in Microsoft Entra admin center
A service account with the needed rights in Microsoft admin center

Risks

ServiceNow → Microsoft Entra admin center: values retyped 42% of the time today
Edge cases not seen in the observed week

How we'll know it worked

Team hours on this task (now 18 h a week)
Typical work per case (now 8.9 min)
Share of cases finished without a person beyond the approval

Still to answer before building

Work notes: how is it decided?

Evidence

61% of cases follow the same steps (some in a different order, some skip a step)
18 team hours a week
data is moved by hand from ServiceNow to Microsoft Entra admin center (42% retyped)

Observed main path (40% of cases): Requested Item (ServiceNow) → Groups (Microsoft Entra admin center) → Edit Add members → Licenses (Microsoft admin center) → Edit Assign license → Requested Item (ServiceNow) → Edit Work notes → Edit State

Handover spec for the builder (text) →

Designed by AI from how the team did this work (2026-10-19 to 2026-10-24), the company's tools and its rules. A starting point for the builder: confirm system access and approvals before building.