Zum Hauptinhalt springen
Kontakt

/ Betrieb und Automatisierung /

Weniger Tickets. Schnellere Auflösung. Weniger Druck auf die IT.

KI, die den erstklassigen IT-Support abwickelt, die Vorfallstriage automatisiert und dafür sorgt, dass sich Ihr Service Desk auf Probleme konzentriert, die tatsächlich menschliches Fachwissen erfordern.

See it in action

The problem

IT service desk buried under repetitive tickets

  • Service desk overwhelmed by repetitive tickets

    Password resets, access requests and software queries consume the majority of IT support time. None of it requires deep technical skill.

  • Incident triage is slow and inconsistent

    Tickets are categorised and prioritised manually. Urgent issues wait in the same queue as minor requests. SLAs slip.

  • IT knowledge is siloed and undocumented

    Solutions to recurring issues live in individual engineers' heads. When they're unavailable, the same problems take the same time to solve again.

  • Fixes that do not prevent recurrence

    Incidents get closed but root causes stay undocumented. The same tickets return because knowledge never reaches the catalog.

So funktioniert es

Tickets deflected—incidents resolved—with CMDB context intact

Schritt 1

Classify and enrich

Requests arrive categorised with user, asset, and recent changes pulled from ITSM and monitoring.

Schritt 2

Resolve or propose

Runbooks, knowledge articles, and safe automations execute or suggest next steps for L1/L2.

Schritt 3

Escalate with a brief

Engineers get reproduction steps, blast radius, and linked incidents—cutting time-to-triage.

Change windows and approval flows stay authoritative; the AI never bypasses CAB.

Weniger Tickets. Schnellere Auflösung. Weniger Druck auf die IT.

Leistungsumfang

What you get when you run this with Thinkia

A governed layer across data, workflows, and handoffs—so teams ship safely and scale with metrics.

Tier-1 ticket resolution

Handles password resets, access requests, software issues and standard IT queries without human intervention.

Intelligent triage and routing

Classifies and prioritises tickets automatically, routing complex issues to the right specialist.

Knowledge base integration

Pulls from documented solutions and runbooks to resolve known issues instantly.

Incident pattern detection

Identifies recurring incidents that signal underlying infrastructure problems.

Self-service portal

Employee-facing AI interface for IT queries, status checks and request submission.

SLA monitoring and alerting

Tracks resolution times and alerts before SLA breaches occur.

Unterstützt von Thinkia Synapse

Ergebnisse

What changes when this runs in production

Results vary by ticket mix, knowledge base maturity and existing ITSM tooling.

60%+

Share of IT tickets resolved without human agent

–45%

Across all ticket categories with AI triage and routing

+40%

Team time available for complex and strategic IT work.

So arbeiten wir

From ticket noise to resolved incidents with less toil

Ticket taxonomy

Week 1–2

Categories, CMDB links, and major incident paths are cleaned so routing is trustworthy.

Automate L1/L2

Week 3–5

Runbooks, knowledge articles, and safe actions are wired with approval for sensitive changes.

Service desk pilot

Week 6–9

Agents co-pilot with AI; quality and mean time to resolve are compared to baseline.

Scale channels

Week 10+

Chat, portal, and voice handoffs share context; continuous improvement is owned by platform ops.

Toolchain fragmentation and change policies affect speed; we integrate where tickets already live.

Loslegen

Ready to scope this for your context?

We start with a focused session—no commitment—to map constraints and a sensible path.

See it in action Explore AI Solutions