How Jamf uses Moveworks AI Assistant to deliver faster, frictionless support across its workforce
Customer Story
It’s official: More than 70% of Jamf employees can’t resist AI-powered support
70%
of employees actively use Moveworks to get help at work
Company overview
Jamf is the leader in Apple enterprise management, securing and managing over 30 million Apple devices for more than 75,000 organizations worldwide. With the world’s largest community of Apple IT admins, Jamf extends the Apple experience that people love to businesses, schools, and governments.
Challenge
As Jamf scaled globally, employees needed fast, intuitive support in the tools they already used. Rigid chatbots and ticket-based systems couldn’t keep up with expectations or reduce IT workload.
Result
Jamf delivered instant, in-workflow support with Moveworks. Over 70% of employees adopted the AI assistant, resolving requests in minutes, reducing IT effort, and making support effortless across teams.
Problem: Disjointed employee experience across systems
As Jamf scaled, its teams needed a faster, more intuitive way to help employees get support without slowing IT down. Traditional chatbots and scripted workflows that couldn’t adapt weren’t meeting the expectations of its technical, global workforce.
Jamf realized that point solutions were falling short because they forced employees into specific channels, rather than meeting them where they already worked. Employees didn’t want to pick up the phone or file another ticket — they wanted help in Slack, web browser, or Teams, right when they needed it.
This raised a key question: How could Jamf use AI to operate more efficiently, meet employees in their existing workflows, and transform the support experience while reducing manual effort across the organization?
Moveworks provided the answer.
Solution: Caspernicus brings search and action together — right within Slack
Jamf implemented the Moveworks platform and agentic AI assistant, known internally as Caspernicus. The assistant leverages Moveworks advanced Reasoning Engine to understand employee requests, connect across critical systems, and provide grounded contextual answers.
Instead of searching through FAQs or filing multiple tickets, Caspernicus helped Jamf employees get assistance directly in Slack — resolving most requests on the spot.
By improving the employee experience with an enterprise-wide AI assistant, Jamf drove stronger adoption, provided users with more tailored answers, and helped teams fully leverage internal resources. As expectations grew for automation, Moveworks enabled a transition from traditional IT practices to exceptional support across functions like HR, Legal, and Facilities.
The Assistant is designed to interpret complex, conversational queries and respond with contextual, actionable guidance. Through deep integrations with systems like ServiceNow, Active Directory, and Okta, it uses AI agents to automate routine workflows, such as password resets, software access, and distribution list updates.
By improving the employee experience with an enterprise-wide, agentic assistant, Jamf increased AI adoption, helped streamline support, and provided people with the assistance they needed without leaving their workflow.
Result: Making the basics brilliant drives adoption
Requests that once took days now progress far more quickly, reducing bottlenecks across the support experience. AI agents help software provisioning happen automatically, facilitate quick password resets, and shorten onboarding or offboarding tasks completing in minutes instead of hours.
Approvals route automatically to the right stakeholders and can be fulfilled quickly. Employees no longer have to browse outdated knowledge articles or navigate complex catalogs — Caspernicus is able to deliver the right answer at the right moment.
This frictionless experience has made Moveworks a go-to support solution across Jamf. Employees engage with Caspernicus organically, without training or prompts. The Assistant routes requests intelligently, freeing IT to focus on higher-impact initiatives.
Since launch, more than 70% of Jamf employees have used Moveworks to get help at work — a clear signal that conversational, agentic AI can drive both productivity and satisfaction at scale.
Looking forward
Jamf is continuing to expand what Moveworks can support across IT and other business teams. As expectations for automation grow, the company is exploring new ways to apply agentic AI to streamline workflows, improve consistency, and help employees stay productive wherever they work.