Service desk teams can independently deploy AI for ticket classification, automated resolution, and knowledge-assisted troubleshooting — resolving 60-70% of L1 tickets without human intervention while reducing MTTR by 40-50%.
Specialised training for service desk managers and technicians to deploy AI for ticket automation, incident resolution, knowledge management, and SLA optimisation. Resolve 60-70% of L1 tickets autonomously while reducing mean time to resolution by 40-50% across your client portfolio.
THE CHALLENGE
Our L1 team handles 500 tickets daily and 60% are the same issues over and over.
New technicians take 3 months to become productive because tribal knowledge isn't documented.
Ticket routing is manual and 20% of tickets go to the wrong team, causing delays.
Our knowledge base has 2,000 articles but technicians can't find the right one when they need it.
After-hours support is expensive and most overnight tickets are routine issues.
We measure first-call resolution but can't systematically improve it across the team.
Trusted by enterprises across Southeast Asia
OUTCOMES
OUR PROCESS
We assess your current AI maturity, technology stack, and strategic priorities within IT service desk operations and incident management. This includes interviews with operations, leadership, and frontline teams to map your highest-impact use cases.
We tailor all modules to your specific context within IT service desk operations and incident management. All examples, case studies, and exercises use scenarios your teams will recognise from their daily work.
Interactive workshops using real-world scenarios from IT service desk operations and incident management. Each module combines concept explanation with immediate practice on tasks your teams perform daily.
Participants develop 2-3 AI use case proposals specific to their departments, with business cases, risk assessments, and implementation roadmaps ready for leadership review.
30-day post-programme support includes office hours, Slack access, implementation coaching, and a follow-up session to review progress on use case pilots and address emerging challenges.
Service desk managers, L1/L2 technicians, and operations leads in MSPs and IT service companies
IS THIS RIGHT FOR YOU?
See yourself in the list above?
Let's TalkCURRICULUM
Understand how AI transforms service desk operations — from chatbot triage to automated resolution and intelligent knowledge management.
What you'll be able to do
COMMON QUESTIONS
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