Atomicwork Review: Features, Review and More [2025]

What are the Key Features of Atomicwork?

Atomicwork has three primary offerings: 

• Agentic AI Platform

• Modern ITSM Solution

• Modern ESM Solution

Here’s a brief table summarizing Atomicwork’s key features

For a deeper dive, refer to the sections below:

Agentic AI Platform

Source: Atomicwork

Here are the key highlights of Atomicwork’s Agentic AI Platform:

Agentic Service Management AI Agents

Atomicworks offers multiple AI agents to automate complex processes, resolve issues faster, and enhance IT service management.

There are multiple agents based on your business needs:

AI Copilot

Atom works as the AI copilot for your service teams, enabling IT and HR teams to save time and focus on strategic tasks.

Key highlights include:

• Automate level 1 support by offering your employees answers and fully automated solutions inside Microsoft Teams and Slack, and save time.

• Atom provides updates, announcements, and nudges to deliver faster employee experiences throughout the entire process.

• Atom AI agents identify similar incidents and proactively alert IT administrators, allowing them to respond quickly and minimize disruptions.

AI Skills

Source: Atomicwork

Here are some key AI skills that can help you save time and improve service request resolution time:

AI Search

Source: Atomicwork

Atomicwork’s enterprise AI search changes how your team finds and uses information. 

With advanced AI and smooth integrations, you can deliver personalized, secure, and accurate results to your users.

Here are the highlights:

We found the AI-powered features to be convenient and helpful. 

For instance, the universal AI agent, Atom, can be integrated within daily-use apps like Microsoft Teams and Slack. This means employees can request help from collaboration tools—a significant time-saver.

Modern ITSM Solution

Let’s explore what ITSM capabilities Atomicwork brings to the table:

Request Management

Source Atomicwork

Atomicwork, powered by agentic service management, allows you to fulfill employee requests autonomously, reduce manual work, and deliver faster resolutions.

Key features of Atomicwork’s request management:

Incident Management

Source Atomicwork

Atomicwork makes identifying, acting on, and resolving incidents easy for your team. Here’s how:

Below is a concise table focused on incident management capabilities for ITSM audiences:

Change Management

Source: Atomicwork

Automate and simplify multiple moving parts of change management to minimize risk and disruptions. Here’s how:

• Setup Change Templates for all Types: Create process playbooks for each change to automate tasks such as record keeping, getting approvals, and managing follow-ups. 

• Single System of Record for a Change: View every activity associated with change management, from tasks and forms to workflows and conversations.

Problem Management

Source: Atomicwork

You can proactively identify problems, focus on finding the root cause, and minimize the incident's impact. Here’s how:

• Problem Identification: Atom identifies and recommends the right incidents and root causes, allowing you to focus on the fixes.

• Centralized Documentation: Record the results of your RCA and document the workaround for the problem context. And when the agent identifies a fix or workaround, they can broadcast updates to related incidents, thereby reducing duplicate efforts and accelerating resolution.

• Initiate Resolutions through Change Control: Link problems and setups for every unknown error, roll out fixes, and manage issues effectively.

Asset Management

Source: Atomicwork

Atomicwork’s asset management features provide an overview of an asset’s lifecycle, from purchase to decommissioning. You can track and manage your assets and optimize spends.

Here are the features that stand out:

While Atomicwork has some handy asset management features, it may not be suitable for managing the entire IT hardware lifecycle. It does not allow you to buy or rent devices. 

Additionally, you may require a distinct solution for delivering, retrieving, and disposing of assets to ensure seamless zero-touch onboarding and offboarding. That’s when Workwize comes in.

Modern ESM Solution

The Atomicwork ESM solution helps enhance service delivery across multiple departments within your organization, including finance, legal, and HR.

Employee Journeys

Source Atomicwork

Create seamless onboarding journeys, deliver true employee success, and boost the productivity of your employee service teams.

Employee Workflow

Source Atomicwork

Create enterprise-grade automated workflows for everyday tasks to reduce manual intervention and boost productivity.

Employee Self-Service Portal

Source Atomicwork

Utilize your enterprise knowledge base and service catalog to provide instant help, available 24/7, for your employees within Slack or Microsoft Teams.

Interface, Usability, and Customer Support

At first glance, Atomic Work appears to be easy to use. The universal AI agent, Atom, is integrated into your browser, email, or collaboration tools, such as Slack and Microsoft Teams. 

Source: Atomicwork

You can interact with it like your personal assistant and ask it to perform various tasks, from providing answers to your queries to submitting approval requests.

However, we could not find verified reviews talking about Atomicwork’s customer support.

Security and Compliance

Atomicwork prioritizes business safety and complies with best-in-class enterprise security and compliance protocols, including SOC 2 Type 1, SOC 2 Type 2, CCPA, GDPR, HIPAA, and other relevant standards.

Atomicwork stores customer data in a self-hosted vector database in their tenant. Additionally, you can ensure that Atom crawls and indexes the relevant data in knowledge resources and conversations. 

Additionally, no user data is used for model training. Personally identifiable data is redacted during data ingestion and masked in requests and conversations.

All these measures ensure that your and your customers’ data is secure.

Pricing and Plans

Atomicwork’s agentic AI platform offers three plans:

• Professional

• Business

• Enterprise

Here are the details:

Check out complete pricing here.

Final Verdict: Should You Choose Atomicwork For IT Service Management (ITSM)?

Atomicwork is a powerful ITSM and ESM platform ideal for small, mid-sized, and enterprise organizations seeking an AI-driven solution for enhancing services across departments.

However, the lack of verified user reviews raises concerns about reliability. Additionally, its asset management features are basic—it doesn’t allow you to buy, rent, deploy, retrieve, or dispose of IT assets.

Verdict: Atomicwork is excellent if you need an AI-powered ITSM or ESM solution with basic ITAM capabilities. 

If you need advanced IT asset management tools, you should check: 10 Best IT Asset Management Software for Distributed Teams

Atomicwork Vs. WorkWize: Which One Is a More Capable ITAM?

Here’s a brief comparison of both the tools:

Atomicwork is primarily an ITSM and ESM solution that offers entry-level asset management features.

It helps you with the digital aspect of your assets—onboarding assets, tracking, and remotely controlling them.

However, you can’t order new equipment, manage deployment, returns, and disposals—essentials for end-to-end asset management.

With a tool like Workwize, you can automate your IT asset management lifecycle— from procurement to disposal —and increase your cost savings. Ready to learn more?