Critical auto assignment
Auto-assign sc_req_item to Facilities Desk
- Impact
- 70
- Confidence
- 95
- Effort
- low
- Hours / mo
- 38.5
Fix Assignment rule
All modules
NEXUS Optimize Automation
Which manual work should be automated first?
Optimize reads your ticket history and finds the manual work that doesn't need to be manual, from tickets that always land with the same team to approvals that are never rejected. Each opportunity is ranked, estimated in hours saved per month, and paired with the change that removes it.
- Opportunities
- 24
- High priority
- 11
- Hours / month
- 318.4
- Avg confidence
- 48%
Opportunity
- 14 Detected
- 4 Validated
- 3 In progress
- 2 Implemented
- 1 Monitoring
What Optimize covers
Seven patterns of avoidable work
Runs across incidents, requests, changes, problems, HR and customer cases, plus your own task tables.
- Tickets that always end up with the same team
- Reassignment loops and slow handoffs
- Tickets left waiting, and tickets that could close themselves
- Approvals that are never rejected, and work at risk of breaching SLA
Ranked by what it's worth
Every opportunity is scored for impact and for how confident NEXUS is in the pattern.
- Priority from critical to low
- Effort rated low, medium or high
- Estimated hours saved per week and per month
- Quick wins: high impact, low effort
Implementation playbook
Each opportunity says where it was found and what to change.
- Assignment rules and routing fixes
- Auto-close rules and reminder notifications
- Flow Designer flows
- Progress tracking from detected to implemented
Where the time goes
The detail behind the two most common sources of delay.
- How often tickets bounce, and how much each bounce costs
- Total hours lost to reassignment
- Which team tickets usually end up with
- How long tickets wait in each state
In practice
A business case in hours
Each opportunity carries an hours-per-month estimate based on how often the pattern occurs.
Who did the work
Separates work done by people from work done by automation, so you can see how much is already automated.
Your own processes included
Custom case and task tables from your own applications can be analyzed too.
Sensitive data stays out
On sensitive instances, HR and healthcare records are excluded automatically.
Progress you can show
Move opportunities from detected to implemented and keep monitoring them on later runs.
AI optimization summaries
Optional written summaries of the top opportunities using OpenAI, Anthropic Claude or Google Gemini.
At a glance
Optimize works alongside the other modules, on the same instances, schedules and history.
- Finds
- Assignment patterns, reassignment loops, waits, handoffs, auto-closure, approvals, SLA risk
- Ranking
- Impact, confidence, effort and hours saved
- Fixes
- Assignment rules, routing fixes, auto-close rules, reminders, flows
- Coverage
- Standard ServiceNow work types plus your own task tables
- Reports
- Web, PDF and spreadsheet export
The other four modules
Run Optimize against your instance.
Tell us about your environment. We'll set up a run on a sub-production clone so you can see what Optimize finds before you commit to anything.
Book a walkthrough