> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# IT

> Set up IT in Ravenna: a single help desk channel, software access requests with real provisioning, and a device lifecycle that survives onboarding and offboarding.

IT is the desk most organizations launch first. It has the highest share of requests that are repetitive, documented, and safely automatable, which is the combination the agent handles best.

## What IT owns in Ravenna

<CardGroup cols={2}>
  <Card title="Help desk" icon="headset" href="/guides/playbooks/it/help-desk" horizontal>
    One channel, three forms, knowledge, and an agent with gated tools.
  </Card>

  <Card title="Access provisioning" icon="key" href="/guides/how-to/setting-up-access-provisioning" horizontal>
    Access requests that route to the right approver and provision themselves.
  </Card>

  <Card title="Device lifecycle" icon="laptop" href="/guides/playbooks/it/device-lifecycle" horizontal>
    Hardware requests, device questions answered from your MDM, and clean returns.
  </Card>
</CardGroup>

Start with the help desk. The other two both assume it exists.

## Suggested shape

One workspace called **IT**, one request channel, `#ask-it`, and a private triage channel for the responders. Everything else, the old `it@` inbox, DMs, the Portal, points at that same channel rather than creating new ones.

Add categories that match how you would want to report later: Access, Hardware, Software, Network, Accounts. Keep the list under ten.

Joiner and leaver work usually arrives differently. People Ops owns the parent ticket and creates a child ticket in the IT workspace, which fires the workflow IT owns. Give that its own channel so lifecycle work does not compete with the help desk.

<Callout icon="link" color="#6B7280">Learn more about [the employee lifecycle handoff](/guides/playbooks/hr/employee-lifecycle)</Callout>

<Callout icon="link" color="#6B7280">Learn more about [choosing between channels, views, and categories](/guides/best-practices/channels-views-categories)</Callout>

## Integrations worth connecting early

| Integration                                                                                                                                                       | What it unlocks                                                      |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------- |
| [Okta](/integrations/okta/overview), [Microsoft Entra ID](/integrations/microsoft-entra/overview), or [Google Workspace](/integrations/google-workspace/overview) | User and group sync, and automated provisioning for access requests  |
| [Jamf](/integrations/jamf/overview), [Fleet](/integrations/fleet/overview), or [Intune](/integrations/intune/overview)                                            | Device lookups, compliance checks, and remote actions from workflows |
| [Jira](/integrations/jira/overview) or [Linear](/integrations/linear/overview)                                                                                    | Hand engineering work off without losing the ticket                  |
| [PagerDuty](/integrations/pagerduty/overview) or [incident.io](/integrations/incident-io/overview)                                                                | Route escalations to whoever is actually on call                     |

You do not need all of these on day one. An identity provider is the one that changes the most, because it turns access requests from a conversation into a provisioning action.

## Where IT desks stall

<AccordionGroup>
  <Accordion title="Splitting into topic channels too early">
    `#ask-it-hardware` and `#ask-it-access` before you have volume creates dead channels. Use views.
  </Accordion>

  <Accordion title="Automating provisioning before defining approvals">
    Decide who signs off first, then wire the grant.
  </Accordion>

  <Accordion title="Leaving the agent read-only">
    Answering questions is table stakes. Look at [tool execution policies](/documentation/automate/agents/configure#tool-execution-policies) once the answers are landing.
  </Accordion>
</AccordionGroup>

## Next

<CardGroup cols={2}>
  <Card title="IT help desk" icon="headset" href="/guides/playbooks/it/help-desk" horizontal>
    The flagship desk, end to end.
  </Card>

  <Card title="Access provisioning" icon="key" href="/guides/how-to/setting-up-access-provisioning" horizontal>
    Requests that provision themselves.
  </Card>
</CardGroup>