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X-ITM

Customer/Admin Capabilities

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Capability coverage

Coverage map

Live coverage for the customer and admin product surfaces against the competitor bar: onboarding, RBAC, agent work, structured requests, credentials, inventory, commerce, billing, approvals, job tracking, evidence, support, mobile UX, manual controls and embed readiness.

Customer onboarding and workspace entry

customer_onboarding
covered
Area
Customer
Competitor bar
ServiceNow / Salesforce-style guided entry
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Registration and private workspace authority stay explicit.

Organisation, users and RBAC

org_users_rbac
covered
Area
Customer/Admin
Competitor bar
Enterprise RBAC and tenant isolation
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Owner/admin/technical/approver/billing/viewer roles enforce actions.

Persistent agent interaction workspace

persistent_agent_workspace
covered
Area
Customer/Admin
Competitor bar
ServiceNow / UiPath work queues with context
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Agents queue work but external execution remains approval-led.

Structured information and outcome requests

structured_requests
covered
Area
Customer
Competitor bar
Outcome request intake and routing
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Requests are classified and routed without inventing authority.

Secure connections, credentials and BYO MCP

secure_credentials
covered
Area
Customer/Admin
Competitor bar
Connector marketplace plus credential vault
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Secrets are encrypted; new or changed MCP tools default off/quarantined.

Inventory, edge agents and customer systems

inventory_edge
covered
Area
Customer/Admin
Competitor bar
MSP inventory and edge runtime
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Private inventory requires customer-authorised sources or enrolled edge nodes.

Service marketplace and purchasing path

service_marketplace
covered
Area
Customer
Competitor bar
CloudBlue / Salesforce commerce catalogue
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Published services stay connected to billing, approvals and clear commercial next steps.

Billing, contracts and commercial controls

billing_contracts
covered
Area
Customer/Admin
Competitor bar
Self-service billing and approval visibility
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Payments, signatures and contract acceptance remain gated.

Approvals and human gates

approvals_human_gates
covered
Area
Customer/Admin
Competitor bar
AI control tower approval workflow
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Provider submit, terms, payment, MFA/CAPTCHA/KYC, signature and publishing need approval.

Job tracking and operational status

job_tracking
covered
Area
Admin/Customer
Competitor bar
Durable queue and MSP operations visibility
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Customer jobs are traceable to request keys and worker tasks.

Progress, proof and evidence trail

progress_evidence
covered
Area
Customer/Admin
Competitor bar
Evidence-backed delivery and audit timeline
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Facts keep provenance and confidence while sensitive credentials stay protected.

Support with journey continuity

support_continuity
covered
Area
Customer
Competitor bar
Customer success/support portal
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Support feeds the same customer journey rather than a disconnected inbox.

Mobile-friendly public/customer UX

mobile_public_ux
covered
Area
Customer
Competitor bar
Modern responsive portal experience
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Public pages expose safe actions only.

Clear non-AI/manual controls

non_ai_controls
covered
Area
Customer/Admin
Competitor bar
Governed automation with manual override
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Protected AI and provider actions stay approval-led, with clear approve or reject choices.

Unified admin command centre

admin_command_centre
covered
Area
Admin
Competitor bar
Control tower and operations console
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Owner/admin work remains in real destinations, not fake wrapper pages.

Customer-site embed and white-label kit

customer_embed_kit
covered
Area
Customer/Admin
Competitor bar
Embeddable portal components
Checks
routes: passshortcodes: passtables: passadmin: pass
Gate
Customer-domain rollout requires approval and audit proof.

Coverage is based on live X-ITM records. Provider access, payment authority, signature authority and customer-domain changes continue through the approved workflow.

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