Moving to STLabs from your current service desk

Most teams that move to STLabs do not switch on a weekend. They connect STLabs alongside the tool they have, let the agent start resolving requests in Slack and Teams, and move the queue when the team trusts it. This page describes what that looks like, what migrates, and what you stop maintaining.

Week 1: connect

You connect your identity provider, HR system and device manager first. Axiom™ starts building its model of your organization from those the same day; there is nothing to populate by hand and no professional services package. Then you connect your current service desk. STLabs reads its tickets, categories and knowledge base, so the agent learns from your history before it answers anyone.

By the end of the first week the agent is answering questions in Slack and Teams from your knowledge base and resolving the requests you have approved it to handle, such as software access and password resets. Your current tool still owns the queue.

Weeks 2 to 6: run both

Requests the agent cannot resolve become tickets. During this period you choose where those tickets land. Most teams keep them in the existing tool at first so nothing changes for the service desk, and let STLabs enrich each one with the requester's identity, device, access and recent changes before it arrives. Related tickets are grouped by cause.

This is also when you turn on the workflows that matter most: onboarding and offboarding access, just-in-time access with expiry, and the two or three recurring incidents that eat the most time. Each is described in plain language, reviewed before it is published, and gated by the approval rules you set.

Weeks 6 to 12: move the queue

When the team is comfortable, tickets land in STLabs instead. Open tickets, categories, SLAs and the knowledge base migrate; closed history stays searchable for the agent. The old tool can be kept in read-only mode until its renewal date or retired.

What your team stops doing at this point: updating the CMDB, re-attaching context to every ticket, writing and repairing automation scripts, and answering the same question in three channels.

What migrates

• Open tickets, incidents and requests, with their categories and SLAs
• Knowledge base articles
• Past tickets and resolutions, as training context for the agent
• Assets and users, reconciled into Axiom™ against your identity and device data

What does not need to migrate

• The CMDB. Axiom™ rebuilds the picture from source systems, so stale records are left behind rather than imported.
• Automation scripts. Workflows are re-described in plain language; most are shorter because Axiom™ supplies the context the scripts used to fetch.

What it costs to find out

STLabs is priced per employee per year with no AI meter, and discovery and implementation are included. Book a demo and we will map your tools before the call.