How Jamf Uses Moveworks AI Assistant for 70% Employee Adoption
Jamf, the leader in Apple enterprise management securing over 30 million devices for 75,000+ organizations worldwide, deployed the Moveworks AI Assistant (internally named Caspernicus) to transform employee support across IT, HR, Legal, and Facilities. Within the first month, 30% of employees adopted the assistant; today, more than 70% of Jamf’s workforce actively uses it to resolve requests that once took days in a matter of minutes. By meeting employees where they work in Slack, the platform automated routine tasks like password resets, software provisioning, and onboarding workflows, freeing IT to focus on higher-impact initiatives.
Impact
70%+
Employee adoption rate
30%
First-month adoption
Minutes vs. days
Support request resolution speed
Challenge
As Jamf scaled globally, its employees needed fast, intuitive support in the tools they already used, but rigid chatbots and ticket-based systems couldn’t meet the expectations of a technical global workforce or meaningfully reduce IT’s operational burden.
Solution
Jamf deployed the Moveworks AI Assistant (Caspernicus) with deep integrations into ServiceNow, Active Directory, and Okta, enabling employees to get instant support directly in Slack through an agentic assistant that resolves requests, automates workflows, and routes approvals automatically.
Tools & Technologies
What Leaders Say
“We experienced an impressive adoption rate of 30% within the first month, which is a testament to our employees’ appetite for increased interaction. The numbers were truly astounding, and we attribute this success to meeting our users where they are and providing a service that they needed.”
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Full Story
Jamf is the global standard for Apple enterprise management, securing and managing over 30 million Apple devices for more than 75,000 organizations across the enterprise, education, and government sectors. Its own internal workforce is technical, globally distributed, and holds high expectations for support quality—making it a particularly demanding internal AI deployment environment.
As Jamf scaled globally, its internal support infrastructure struggled to keep pace. Traditional chatbots and scripted workflows required employees to navigate specific channels and learn rigid interaction patterns, rather than getting help where and when they needed it. The IT organization spent significant time on routine tasks like password resets, software access requests, and distribution list updates—work that was repetitive, well-defined, and well-suited to automation, but that consumed time IT would rather direct toward higher-value initiatives.
Jamf deployed the Moveworks platform and its agentic AI assistant, known internally as Caspernicus. Built on Moveworks’ advanced Reasoning Engine, the assistant integrates deeply with ServiceNow, Active Directory, and Okta, allowing it to interpret conversational requests and execute workflows automatically. Employees access Caspernicus directly in Slack, through web browsers, or in Teams—wherever they already work. The assistant routes requests intelligently, handles approvals, and provides contextual answers from internal knowledge bases without requiring employees to browse outdated documentation.
Adoption was notably organic. Within the first month, 30% of Jamf employees were using Moveworks—a signal that the assistant addressed real pain, not just hypothetical use cases. By the time the case study was published, more than 70% of Jamf’s entire workforce had used the platform to get help at work. Requests that previously took days now resolve in minutes. Software provisioning, password resets, and onboarding and offboarding workflows now complete automatically. Approvals route to the right stakeholders and are fulfilled quickly without manual coordination.
Jamf’s deployment demonstrates a principle that generalizes broadly in enterprise AI adoption: the highest-adoption AI tools are those that meet employees in existing workflows rather than requiring new interfaces or behavioral change. As Jamf expands Moveworks to cover additional business functions and more complex multi-step automation, Caspernicus is evolving from an IT support tool into an enterprise-wide productivity infrastructure.