New support issue from end user?
WORKFLOW 1: Handle Support Request (KB-first)
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ITSM Service Management
KB-first IT service management for AI agents — auto-resolve from knowledge base, triage incidents, track SLA compliance, manage change requests, and escalate intelligently across Slack, email, and push notifications.
What this skill teaches
A reusable playbook for a specific kind of work.
An MCP server tells an agent which actions are available. A skill adds the judgment around those actions: how to recognize the job, which sequence to follow, what to avoid, and how to decide that the result is complete.
Orchestrate IT service management — handle support requests with KB-first resolution, triage incidents, manage ticket lifecycle, process change requests, and track SLA compliance. Use when handling IT support issues, triaging incidents, checking SLA status, creating change requests, searching the knowledge base, or…
Architecture
How ITSM Service Management guides an ADK-Rust agent.
The skill stays readable and portable because it contains instructions rather than service credentials or business data. ADK-Rust supplies it to the agent, the agent chooses from its reviewed tool boundary, and the connected MCP server performs the authenticated operation.
01
User request
The agent receives a goal expressed in ordinary language.
02
ITSM Service Management skill
Matches intent, supplies the decision guide, and narrows the tool boundary.
03
ADK-Rust agent
Plans the workflow and streams each meaningful step through the runtime.
04
mcp-itsm
Executes authenticated operations against the system that owns the capability.
05
Verified result
The skill's completion rules shape the evidence returned to the user.
Decision guide
How the agent turns a request into the right action.
These routes come directly from the skill instructions. They help the model recognize intent and select a focused tool or workflow instead of improvising across the entire capability surface.
Existing ticket needs attention?
WORKFLOW 2: Ticket Lifecycle Management
"What's the SLA?" / "Are we breaching?"
WORKFLOW 3: SLA Monitoring
Infrastructure/code change needed?
WORKFLOW 4: Change Management
"What do we know about X?"
WORKFLOW 5: Knowledge Search
Unclear?
Ask: "Is this a new issue, an existing ticket, or a change request?"
Proven workflows
Repeatable sequences for useful outcomes.
A workflow joins several tool calls into a task the user actually recognizes. The skill explains the sequence and the intended result while ADK-Rust streams the agent's progress through the shared runtime.
011 (agentic) calls
Handle Support Request
KB-first resolution, duplicate detection, auto-classification
022-3 calls
Ticket Lifecycle
Triage, diagnose, advance, reassign
031-2 calls
SLA Monitoring
Breach detection with escalation actions
042 calls
Change Management
Risk-assessed change requests with rollback plans
051 calls
Knowledge Search
Find and present relevant KB articles
Tool boundary
The skill may use 14 documented tools.
This allowlist is declared by the skill. It keeps the agent focused on the actions needed for this job while mcp-itsm retains responsibility for authentication, validation, and the connected system.
handle_support_request
auto_triage
diagnose_ticket
create_ticket
get_ticket
search_tickets
update_ticket
transition_ticket
assign_ticket
route_ticket
close_ticket
get_sla
open_change_request
search_knowledge
Working rules
What the agent should do.
- Follow the decision guide, use the declared tool boundary, and verify the result before responding.
Operating boundaries
What the agent should avoid.
- Review the complete SKILL.md before enabling this skill for production work.
Install and connect
Add the skill beside the capability it expects.
Install the repository where your ADK-Rust skill loader can discover it, connect mcp-itsm, and confirm the declared tools are available before asking the agent to use the workflow.
Install the skill
git clone https://github.com/zavora-ai/skill-itsm-service-management.git \
~/.skills/skills/itsm-service-managementADK-Rust loading shape
let skills = SkillLoader::from_dir("~/.skills/skills").await?;
let skill = skills.load("itsm-service-management").await?;
let agent = LlmAgentBuilder::new("agent")
.instruction(skill.instructions())
.tools(skill.allowed_tools(toolset)?)
.build()?;The repository's compatibility statement: Requires mcp-itsm server connected. Optional: mcp-slack, mcp-notifications, mcp-email for escalation workflows.
Official documentation
Read the complete skill package.
The repository remains authoritative for its exact instructions, examples, helper scripts, assets, MCP requirements, license, and later updates.
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Source record
Repository metadata for this skill entry.
- License
- Apache-2.0
- Allowed tools
- 14
- References
- 3
- Revision
- 0386511041ad
- Updated
- May 31, 2026