ControlUp

Pulse AI Resolve generates a prepopulated ServiceNow ticket on escalation, the ServiceNow integration and a named technology catalog (Microsoft, Citrix, Omnissa, Amazon, IGEL, Nerdio, Parallels, Intel, thin-client vendors) are on the pricing and solutions pages, Workflows carries its own integrations list in the API, and device actions and scripts run on the customer's endpoints and cloud hosts through the platform's own agents.

Sourcecontrolup.com/platform/ai-powered-it-self-serviceread 2026-09-08

The AI Assistant is described as an orchestrator interpreting intent and executing complex multi-step actions across platform, synthetic monitoring and workflow areas, and the platform carries a named workflow runtime (Workflows: flows, runs, forms and integrations in the API; the low-code automation workflow builder on every plan) through which Pulse AI runs guided or autonomous remediation, a detect-decide-resolve loop with a documented engine beneath it.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

Pulse AI grounds answers on the customer's live and historical environment data queried across modules over MCP, on ControlUp's own public knowledge base, and on files a user attaches per conversation. The persistent structure it queries is operational telemetry held in the platform's data indices. No index over the customer's own documents, runbooks or knowledge base is documented, and whether the Self-Service Hub can ground on the customer's own knowledge sources is not stated.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

The AI Assistant prompts the user for approval before running any action, actions require both the Allow AI Assistant Actions permission and the permission for the specific action, the assistant can only do what the user could already do in the product UI, and administrators can disable it per user or role; Pulse AI remediation runs as guided workflows or autonomously by policy with IT-defined guardrails. This is the vendor's own approval and permission surface.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

ControlUp lists SOC 2 audited by EY (type unstated on the page), a public SOC 3 report, CSA STAR Level 1, ISO 27001, 27017, 27018 and 27701 with certificates linked, FIPS 140-2 validated modules and FedRAMP authorization in progress, with an AI security white paper on the trust center. Access runs through SAML sign-on and SSO groups, role-based access control with custom roles, an IP allowlist and an audit log, all exposed in the public API, and AI queries and actions execute under the user's exact permissions.

Sourcecontrolup.com/controlling-your-securityread 2026-09-08

The vendor's own platform keeps an audit log exposed through the public API, workflow flow runs carry a queryable status, and every AI Assistant response shows the data sources and analysis used. The same FAQ says query history sits in audit logs for 90 days in one answer and that queries are not currently saved in audit logs in another, with conversation history described as in progress, so the agent's reasoning cannot yet be reconstructed after the fact.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

Follow-up prompts within the same topic carry context inside an AI Assistant conversation. The vendor states that conversations are not currently saved and that conversation history is still being built, and Pulse AI's learning of normal patterns, naming conventions and best remediation steps is learning absorbed into the product rather than a memory layer.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

AI data is processed in the same region as the customer's ControlUp deployment, with US and EU named, and the vendor states it never crosses the geographic boundaries specified in the service agreement, so a buyer with a different requirement gets a different answer; on-device agents on the customer's endpoints are the edge of the same deployment. How the region is selected is not documented.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

A public Script Library is a browsable catalog of ready-to-run remediation and diagnostic scripts a customer adopts as-is (linked from every page's Tools menu and enumerated by the Scripts endpoint in the API), remediation actions and scripts are included on every plan, and Pulse AI ships its own remediations for common issues.

Sourcecontrolup.com/scriptsread 2026-09-08

The API exposes triggers, trigger schedules and trigger scripts for VDI and DaaS, device alerts and synthetic-monitoring alert policies, Pulse AI Resolve alerts end users on their desktop when thresholds are breached and Pulse AI Insights surfaces anomalies, and work reaches the assistant in-console, through the on-device Connect client and through ServiceNow escalation.

Sourceapi.controlup.io/referenceread 2026-09-08

The vendor discloses that the AI Assistant uses a variety of models from Azure AI Foundry, optimized for different types of queries and analysis and hosted in Microsoft's enterprise environment, which is vendor-side routing across more than one model. No customer or admin choice of model is documented.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

A public, readable API reference for ControlUp's own platform at api.controlup.io covers organizations, users, roles, SAML, SSO groups, audit log, events and alerts, device actions and scripts, VDI triggers with schedules, workflow flows and runs, synthetic monitoring and DaaS IQ, with customer-generated keys that inherit the user's permissions, plus PowerShell cmdlets; alongside it the ControlUp MCP server lets a customer's own licensed agents invoke ControlUp product tools and operations.

Sourceapi.controlup.io/referenceread 2026-09-08

No customer-facing way to evaluate a change to the AI Assistant, a workflow or a Pulse AI remediation is documented. The vendor's monitoring of the assistant's accuracy and response quality is its own practice, synthetic monitoring tests measure the customer's applications, DaaS IQ's validate-VM-settings check validates a deployment configuration, and App Profiler and ROI tooling measure the customer's estate rather than the agents.

Sourcesupport.controlup.com/v1/docs/ai-assistantread 2026-09-08

Agents act on endpoints through ControlUp's own installed agents, scripts and API actions, and the AI Assistant operates the ControlUp platform itself; Live Remote Management and Remote Assist are a human administrator controlling an endpoint through the vendor's console, not an agent operating a browser, desktop or computer.

Sourcecontrolup.com/pricingread 2026-09-08