What Modern does

Modern (Modern Technologies, Inc.) is an AI-native IT service management (ITSM) platform that replaces legacy ticketing systems such as ServiceNow, Jira Service Management, and Freshservice. Headquartered in San Francisco with a secondary engineering hub in Melbourne, Australia, the company was co-founded by Seb Poole (CEO) and Aleks Tomovski (CTO) in 2023 and is backed by Y Combinator. Its core proposition is that legacy ITSM tools route and assign tickets while Modern's AI agents resolve them end-to-end, executing access provisioning, password resets, onboarding/offboarding, device troubleshooting, and approval workflows autonomously.

The platform is built on policy-based workflow automation with a proprietary learning engine that passively observes manual ticket resolutions, identifies repetitive sequences, and proposes new automations with confidence scores for one-click human approval. Automation coverage is designed to compound week over week without active workflow authoring. A plain-English workflow builder lets non-technical users describe processes in natural language, which the system converts into full multi-step workflows with conditional logic and approval gates. Two-way bidirectional sync with ServiceNow, Zendesk, Jira Service Management, and Freshservice enables gradual migration without rip-and-replace. The platform extends beyond IT into HR, Finance, and Legal operations on a single engine, supported by 200+ integrations across identity (Okta, Microsoft Entra ID, CyberArk, Ping), HRIS (Workday, BambooHR, Rippling), ERP (SAP, NetSuite), collaboration (Slack, Teams), and observability (Datadog, PagerDuty) systems.

Monetization is per-employee SaaS subscription priced competitively against enterprise ITSM tiers, with implementation bundled (self-serve or guided) rather than charged separately as $150K–$500K+ professional services. Go-to-market is product-led with a 20-minute demo booking motion and a complementary self-serve sub-brand, Modern Managed, which wraps the platform with a dedicated operations team for companies without in-house IT staff. Enterprise security posture includes SOC 2 Type 2, ISO 27001, GDPR, SAML SSO, 2FA, custom roles, and exportable audit logging.

Name

Modern

Legal name

Modern Technologies, Inc.

Website

https://getmodern.ai

Company type

Private

Founded year

2023

Operating status

Operating

Headcount range

11–50 employees

Short description

Modern is an AI-native ITSM platform whose autonomous agents resolve enterprise IT, HR, Finance, and Legal service desk tickets end-to-end, replacing legacy tools like ServiceNow. It targets enterprise and mid-market teams seeking faster deployment and lower total cost than traditional ticketing platforms.

Ownership category

akta.pro rank

Product category

AI IT Service Management (AI-Native ITSM)

NAICS

Software Publishers (5132)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

IT Service Management (ITSM) Platforms (HDAEALAA)

akta.pro secondary industries

IT Incident, Problem & Change Management Platforms (HDAEALAI), ITSM Tooling Integration, Automation & Orchestration (BPAEAJAD), ITSM Managed Services (Run/Operate/Optimize) (BPAEAJAN)

Keywords

• AI IT operations
• ITSM platform
• Service desk automation
• Access management
• Workflow automation

Headquarters

HQ city

San Francisco

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations

Revenue model

1. Subscription SaaS (per-employee pricing): Modern charges per employee on a subscription basis. Pricing is competitive with ServiceNow, Jira SM Premium, and Freshservice Pro/Enterprise tiers. Implementation cost is included (self-serve or guided), contrasting with legacy ITSM that requires $150K–$500K+ in professional services. Quote-based pricing with no public rate card.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels5 records

Core offering

Modern is an AI-native IT service management (ITSM) platform that autonomously resolves service-desk tickets and automates operational workflows across IT, HR, Finance, and Legal departments. The platform combines AI agents (for ticket resolution, access provisioning, onboarding, and offboarding), a plain-English workflow builder, an access management module (birthright, JIT, auto-revocation), and a learning engine that captures manual resolutions and compounds automation coverage over time. It is sold as per-employee SaaS subscriptions, with a separately marketed fully managed variant ("Modern Managed") for customers without in-house IT operations teams.

Product overview

Modern is an AI-native operations platform comprising a single core product with integrated capability modules and department-specific solution configurations. The core Modern platform provides AI-native ITSM (Help Desk Automation), Access Management, AI-Native Workflows, and a Learns With Usage learning engine — all on one unified platform. Modern Managed is a fully managed service sub-brand that wraps the same platform with a dedicated operations team for customers without internal IT staff. The platform is additionally configured into four solution areas: IT Operations Solutions, HR Operations Solutions, Finance Operations Solutions, and Legal Operations Solutions, each tailored to department-specific workflows while sharing the same automation engine, audit trail, and learning capabilities.

Differentiator

Problem solved

Functional benefit

Brands

• Modern Managed: Full Modern platform plus a managed service team that runs operations for customers without their own IT team.

Products and services

• Modern (Core AI-Native ITSM Platform) AI-native ITSM platform whose AI agents autonomously resolve service-desk tickets and automate workflows across IT, HR, Finance, and Legal. Built on policy-based workflow execution, the platform includes help desk automation, access management, AI-native workflow building, and a learning engine that compounds automation coverage from manual resolutions, with 200+ enterprise integrations and SOC 2 Type 2, ISO 27001, and GDPR controls.
• Help Desk Automation Module within Modern that auto-resolves routine tickets — password resets, software provisioning, onboarding, offboarding, and device troubleshooting — delivered via Slack, Microsoft Teams, email, or portal, with audit logging and bidirectional sync with existing ITSM tools to enable gradual migration.
• Access Management Module within Modern providing birthright provisioning for new hires, just-in-time access to sensitive systems with automatic expiry, and automated cross-system revocation during offboarding, with policy-based approval chains, zero-standing-privileges enforcement, and SOC 2 / ISO 27001-ready audit trails.
• AI-Native Workflows Plain-English workflow automation engine within Modern that lets users describe a desired automation in natural language; Modern's AI builds the full workflow including approval gates, conditional logic, escalation paths, and multi-step sequences, spanning IT, Finance, HR, and Legal with version history and rollback.
• Learns With Usage (Learning Engine) Learning engine within Modern that captures manual ticket resolutions and provisioning decisions in the background, identifies repetitive patterns, and generates automation suggestions with confidence scores that can be approved with a single click; automation coverage compounds over time without active workflow building.
• Modern Managed Fully managed version of Modern that bundles the full AI-native ITSM platform with a dedicated operations team that runs service-desk operations on behalf of the customer. Combines managed service-desk escalations, SOC 2 and audit-ready security, and policy enforcement, available without going through a traditional sales process and without requiring in-house IT headcount.
• IT Operations Solutions Modern's platform configured for IT teams, combining help desk automation, access management, AI-native workflows, and the learning engine to autonomously resolve tickets, provision and revoke access, manage employee onboarding and offboarding, troubleshoot devices, and produce compliance reporting.
• HR Operations Solutions Modern's platform configured for HR teams, automating employee onboarding (tools, access, equipment, security groups), offboarding with full access revocation, leave requests, benefits questions, policy routing, and role-change provisioning on a unified IT-and-HR platform.
• Finance Operations Solutions Modern's platform configured for finance teams, automating vendor onboarding, ERP access provisioning, expense approvals, budget-request routing, procurement sign-offs, and audit-ready reporting, with approval-chain automation and policy enforcement for financial controls.
• Legal Operations Solutions Modern's platform configured for legal teams, automating NDA routing, contract approvals, matter-based access provisioning, compliance attestations, policy acknowledgments, regulatory filings, and legal request intake, with a complete audit trail for high-stakes legal environments.

Quantifiable outcome

• 50% of tickets resolved within 30 days; 70% by day 60
• +7 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration172 records

AI capability8 records

Feature5 records

Partnerships

21 partnerships are on record, tiered core and supporting.

• ServiceNowcoreTechnology or IntegrationProduct integration — two-way bidirectional sync with ServiceNow. Allows customers to run Modern alongside ServiceNow during migration. New tickets route through Modern while existing tickets close in ServiceNow. Workflows, automations, and data carry over when fully switching.
• MicrosoftcoreTechnology or IntegrationIntegrations via Microsoft Graph, Azure AD (Entra ID), Microsoft Teams, Microsoft 365, and Microsoft Dynamics. Enables ITSM workflow execution across the Microsoft enterprise stack.
• OktacoreTechnology or IntegrationIntegration with Okta for identity and access management. Supports SAML, SCIM, and role sync so workflow execution stays approval-based and least-privilege by default.
• Google WorkspacecoreTechnology or IntegrationIntegration with Google Workspace for identity, collaboration, and access provisioning. Supports birthright provisioning, JIT access, and offboarding revocation across Google Workspace.
• SlackcoreTechnology or IntegrationSlack is a primary deployment channel. Employees request help via Slack; Modern resolves tickets and routes approvals through Slack. Featured as one of Modern's top integrations alongside Microsoft Teams.
• WorkdaycoreTechnology or IntegrationIntegration with Workday for HRIS data, payroll, and financial management. Coordinates onboarding, role changes, and offboarding workflows with consistent governance controls.
• ZendeskcoreTechnology or IntegrationTwo-way sync with Zendesk for gradual ITSM migration. Customers can run Modern alongside Zendesk, routing new tickets through Modern while existing ones close in Zendesk.
• Jira Service ManagementcoreTechnology or IntegrationTwo-way sync with Jira Service Management for gradual ITSM migration. Allows dev teams to stay on Jira SM while IT ops runs on Modern. Tickets flow between systems automatically.
• FreshservicecoreTechnology or IntegrationTwo-way sync with Freshservice for gradual ITSM migration. Route new tickets through Modern while existing tickets close in Freshservice.
• SalesforcesupportingTechnology or IntegrationIntegration with Salesforce for CRM and business system coordination. Reduces handoffs and keeps service operations in sync with source customer data.
• BambooHRsupportingTechnology or IntegrationIntegration with BambooHR for HRIS data and ATS. Coordinates onboarding, role changes, and offboarding workflows across IT and HR systems.
• SAPsupportingTechnology or IntegrationIntegration with SAP for ERP and business system connectivity. Supports financial workflows, procurement sign-offs, and audit reporting.
• AtlassiansupportingTechnology or IntegrationIntegration with Atlassian products including Jira Software and Confluence. Allows dev teams to stay on Jira while IT ops runs Modern. Knowledge base integration via Confluence.
• DatadogsupportingTechnology or IntegrationIntegration with Datadog for observability and monitoring. Enables service workflows to act on incidents and code changes with full traceability.
• Cisco MerakisupportingTechnology or IntegrationIntegration with Cisco Meraki for network and device management. Supports device troubleshooting workflows and MDM coordination.
• NotionsupportingTechnology or IntegrationIntegration with Notion for knowledge and content systems. Connects knowledge sources so service workflows can reference governed context and operational standards.
• Identity and Access Provider Ecosystem (Okta, Azure Entra ID, OneLogin, ADFS, Auth0, CyberArk, Idaptive, JumpCloud, Ping Identity)coreTechnology or IntegrationBroad integration ecosystem for identity and access management including Okta, Microsoft Entra ID (Azure AD), OneLogin, ADFS, Auth0, CyberArk, Idaptive, JumpCloud, Ping Identity, Duo Security, RSA SecurID, LastPass, and 1Password. Supports SAML, SCIM, and role sync for least-privilege access enforcement.
• HR System Ecosystem (Workday, BambooHR, Personio, Hibob, SAP SuccessFactors, Rippling, Gusto, Lattice, Culture Amp, and 70+ others)coreTechnology or IntegrationBroad HRIS and ATS integration ecosystem covering Workday, BambooHR, Personio, Hibob, SAP SuccessFactors, Rippling, Gusto, Lattice, Culture Amp, and 70+ additional HR systems. Coordinates onboarding, role changes, and offboarding workflows across IT and HR.
• ITSM and Ticketing Ecosystem (ServiceNow, Jira SM, Zendesk, Freshservice, Halo ITSM, Ivanti, Cherwell, BMC Helix)coreTechnology or IntegrationBroad ITSM integration ecosystem covering ServiceNow, Jira Service Management, Zendesk, Freshservice, Halo ITSM, Ivanti, Cherwell, and BMC Helix. Two-way sync enables gradual migration without rip-and-replace.
• Developer and Engineering Ecosystem (GitHub, GitLab, Bitbucket, PagerDuty, Opsgenie, Datadog, Sentry)supportingTechnology or IntegrationIntegration with developer and engineering tools including GitHub, GitLab, Bitbucket, PagerDuty, Opsgenie, Datadog, and Sentry. Enables service workflows to act on incidents, deployments, and code changes with full traceability.
• Endpoint and Device Management Ecosystem (Jamf, Kandji, Microsoft Intune, Mosyle, Addigy, Hexnode)supportingTechnology or IntegrationIntegration with MDM platforms including Jamf, Kandji, Microsoft Intune, Mosyle, Addigy, and Hexnode. Coordinates device provisioning, configuration, and lifecycle actions so onboarding/offboarding workflows stay consistent across the fleet.

Scale indicators9 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• BMC Helix: Enterprise ITSM and IT operations platform with cognitive automation capabilities. Modern lists BMC Helix as an integration partner and competitor — a legacy incumbent Modern can migrate customers off of.
• Atlassian (Jira Service Management): Major ITSM platform popular with engineering-aligned teams. Modern explicitly calls out Jira Service Management as a comparison target and offers two-way sync with it. Strong incumbent in the dev-adjacent ITSM segment.
• Microsoft Copilot for Service: Microsoft's AI assistant for service desk agents, embedded across Dynamics 365 Customer Service and Teams. Threatens Modern as an add-on AI capability inside the enterprise Microsoft stack that many customers already own.
• Freshservice (Freshworks): Mid-market ITSM platform from Freshworks. Modern explicitly compares against Freshservice as the cheaper-than-ServiceNow incumbent that is still a ticketing tool. Two-way sync is offered as a migration path.
• ServiceNow: The dominant enterprise ITSM platform with a $200B+ market cap. Modern directly positions against ServiceNow as the legacy incumbent to displace, and offers two-way sync with it for gradual migration. ServiceNow's Now Assist AI capabilities are the primary competitive threat.

Emerging players

• Espressive: AI-based virtual support agent for employee service desk and IT support. Closely comparable on AI-native employee self-service and ticket deflection, though narrower in cross-department scope than Modern.
• Workativ: AI chatbot and workflow automation platform for IT help desk and HR support. Comparable on AI-driven service desk automation for SMB/mid-market, with narrower scope than Modern.

Direct peers

• Aisera: AI service desk platform that uses generative AI to autonomously resolve employee requests across IT, HR, and other departments. Directly comparable to Modern on AI-native resolution, cross-department scope, and enterprise customer base.
• Moveworks: AI-native employee service platform that autonomously resolves IT and HR support requests. Moveworks is the most direct peer in AI-native ITSM, sharing Modern's resolution-not-routing thesis. Acquired by ServiceNow in 2025, which has significant implications for Modern's positioning.
• Rezolve.ai: AI-powered service desk focused on Microsoft Teams-based autonomous ticket resolution for IT, HR, and Finance. Closely comparable to Modern on AI-native resolution and Slack/Teams-first delivery.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Modern