Modern
Product & Competitive Intelligence
Resolves IT requests with agentic workflows across enterprise systems.
Company Overview
Competitors
ServiceNow:
The enterprise ITSM incumbent with huge reach, slower deployment, and a services-heavy implementation model.
Jira Service Management:
Atlassian's developer-friendly ITSM product, strong in ticketing and dev workflows but less agent-native.
Freshservice:
Freshworks' ITSM platform, easier to adopt than older tools but still closer to ticket automation than full request resolution.
Modern
's Moat:
No hard moat yet; the likely path is workflow switching costs plus tenant-level process data from repeated IT resolutions.
How They're Leveraging AI
RAG
Modern likely uses retrieval over company SOPs, tickets, and connected system context to answer or resolve IT requests inside employee channels.
Workflow Pattern Mining
Modern appears to learn from manual IT resolutions and suggest repeatable automations for similar future requests.
Agentic Workflow Automation
Modern uses LLM agents to interpret employee IT requests and convert them into approved system actions.
AI Use Overview:
Modern separates LLM reasoning from code-based workflow execution, which is safer than freeform agents and better suited to IT systems with approvals.
