Why companies switch from
Console to Siit
Context before the request arrives. Not assembled when it does.
Siit started as a complete service desk and built AI into every layer. Console started from AI automation and is building toward ITSM depth. The difference shows most clearly in what each platform knows before a request arrives.
Console assembles context at the moment a request arrives: identity from Okta, device state from Jamf, manager from Workday, all fetched in real time. If a directory record is stale or an API is slow, resolution degrades. The agent resets to zero with every request.
Siit maintains native objects for every employee: People linked to their Applications, Equipment, and Knowledge. That context exists before any request arrives. The agent already knows, and gets more accurate with every ticket resolved.
One system for every request. Not an automation layer on top of one.
Console started from AI automation and is building toward ITSM depth. It can automate IT requests and route escalations, but without native incident management, change management, asset tracking, or a service catalog, it cannot replace the ITSM underneath. The automation layer and the system of record remain separate.
Console deploys on top of your existing ITSM. Requests it resolves may never reach your system of record. Two platforms mean two queues, two data sets, and a reconciliation task that compounds with every reporting cycle.
Siit is the ITSM and the automation layer in one platform. Every request, whether resolved by AI, automated by workflow, or handled by a human, lands in the same system. One audit trail. One source of truth.
Orchestrate across departments. Not route tickets between them.
Console routes requests to the right department: IT, HR, Finance, or Legal. Routing is not orchestration. When a promotion triggers IT, HR, Finance, and Legal in parallel, each team gets a separate ticket, acts independently in its own workspace, and the employee waits.
Siit was built for cross-departmental orchestration from day one. A single request triggers parallel actions across IT, HR, Finance, and Legal, routing to the right approvers and completing end-to-end without manual coordination. Field-level governance means departments stay isolated on data but operate on the same platform.
See what happens when your service desk actually delivers.
Siit helped deflect 28% of support tickets that otherwise would have been handled by IT.
Siit gives teams autonomy to manage their own requests and business processes without IT help.
Siit has improved our efficiency and cost-effectiveness on our internal help desk and helped us better support our employees.
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FAQs
What is the difference between Siit and Console?
Siit is a full AI service desk built to handle IT, HR, Finance, and Legal requests in one platform, with ticketing, SLAs, asset management, and a unified employee data layer all native. Console is an IT automation platform built around Playbook execution and AI-driven request routing. The difference is scope and architecture: Siit can fully replace a legacy ITSM. Console does not cover the full surface area of a Freshservice or JSM today. Incident management, change management, asset management, and service catalog are not native.
Is Console a service desk or an IT automation tool?
Console calls itself an AI-Native ITSM, but its service desk capabilities do not yet cover the full lifecycle. There is no native incident management, change management, asset management, or self-service catalog. Companies that need to fully replace Freshservice or JSM today will find Console cannot cover that surface area. Siit was built as a complete service desk from day one, with AI layered in natively, not added on top.
What happens to requests Console cannot resolve?
Requests Console cannot automate are escalated to a human via Console's Inbox or routed to the existing ITSM. Console-resolved requests may not automatically sync to the downstream system of record, requiring manual reconciliation to keep metrics accurate across both platforms.
 Does switching to Siit require replacing an existing ITSM?
No. Siit integrates bidirectionally with existing ITSMs. Every request, whether Siit-automated or human-handled, syncs back to the existing system of record. Teams manage one queue and one data source instead of reconciling Console and a separate ITSM independently.
How does Siit's Unified Data Layer differ from Console's runtime context model?
Console assembles employee context from external APIs at the moment each request fires. If a directory record is stale or an API call fails, resolution degrades. Siit maintains persistent native objects for every employee inside the platform. The agent already knows who the employee is before any request arrives, and accuracy improves with every resolved ticket.