AGENTIC AI-POWERED ITSM

From Reactive Support to
Autonomous Operations

Transform IT Service Management with AI agents that detect patterns, predict incidents, auto-triage tickets, and continuously improve — reducing manual intervention by up to 70%.

5
AI Agents
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Tickets Analyzed
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SLA Compliance
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Auto-Actions
Agentic ITSM Architecture Live
Humans
Synergy
AI Agents
INPUTS
Tickets
Chat
Alerts
Email
SCIKIQ GenAI
LangChain + Vector DB
AGENTS
OUTPUTS
Actions
KB
Runbooks
Notify
Self-Healing Flow
Detect
Triage
Heal
Notify
Explore Full ITSM Overview Human + AI Story

Transforming Risk & Compliance Operations

From manual audit trails to autonomous intelligence — AI-powered compliance that auditors trust, executives understand, and teams can act upon

Text Processing

Action Diary Analysis

Raw ticket text → AI-powered intelligence. Azure OpenAI analyzes thousands of action diary entries to detect patterns, identify fraud, and extract insights auditors need.

Data Collection: Extract tickets with full action diary
Issue Clustering: NLP groups similar problems (94% accuracy)
Pattern Mining: Identify 29+ recurring patterns
Impact Assessment: Calculate hours lost & costs
AI Recommendations: Actionable root cause & fixes
5-Step Pipeline 2,476 hours analyzed $185,670 impact
Fraud Detection

SLA Intelligence & Fraud Detection

Dashboards show 95% compliance but hide the truth. AI detects clock manipulation, fake pauses, and artificial delays — with explainable reasoning auditors accept.

SLA Gaming Detection: 12 found, 3 high-risk cases
Workload Imbalance: Identify overloaded engineers & burnout risk
Process Bottlenecks: 5 found - categories with chronic delays
Assignment Gaps: 15 unassigned/misrouted tickets
Breach Prediction: ML forecasts next 4 hours (94% accuracy)
5 AI Monitors 87% Compliance Score Real-time Detection
Root Cause

Recurring Issues & Pattern Detection

Same errors repeat because nobody has time to read 500-line stacktraces at 3 AM. AI reads them automatically, understands root causes, and prevents recurrence.

Automatic Stacktrace Analysis: Parse & understand errors
Pattern Grouping: Identify recurring issues systematically
MTTR Reduction: 4.2 hours faster resolution
Auto-Assignment: Route to correct queue based on analysis
Business Impact: 67% fewer repeat incidents, $1.8M savings
AI Root Cause 67% Fewer Repeats $1.8M Annual Savings
SOX 404

Audit & Risk Intelligence

Material weaknesses identified with evidence. Real-time Risk Feed shows control failures as they happen. Audit-ready reports with full chain of custody.

Material Weaknesses: 23 CRITICAL CAB bypasses identified
Control Gaps: 24 unauthorized admin access grants
Compliance Patterns: 137 SLA breaches & 156 recurring issues
Risk Feed: Real-time control failure detection
Export Options: PDF audit reports, Excel evidence, email to auditors
Audit Trail 2,847 tickets analyzed 87/100 Risk Score
Human-in-the-Loop for Risk & Compliance

AI suggests. Humans decide. Every recommendation is explainable.

1
AI Detection: Agents detect anomalies, patterns, control failures
2
Evidence Presentation: Show raw ticket data, timestamps, and analysis reasoning
3
Human Review: Risk/Compliance team reviews findings and decides action
4
Action & Documentation: Team takes action and records in Control Diary
5
Audit Trail: Complete chain of custody for auditors

Benefits for Risk & Compliance:

  • Every claim backed by raw data & timestamps
  • No "black box" decisions — full explainability
  • Auditors trust because they can validate logic
  • Control Diary documents every action
  • Evidence trail for SEC/external auditors
How Agentic AI Transforms Governance

From reactive to proactive risk management — 24/7 continuous monitoring.

24/7 Monitoring: Agents never sleep — detecting anomalies at 3 AM
Instant Detection: Control failures detected in real-time, not weeks later
Predictive Risk: ML forecasts breaches before they happen (94% accuracy)
Control Effectiveness: Agents verify controls are working as designed
Compliance Audit Ready: Generate SOX 404, IT general controls reports on demand
Continuous Improvement: Systems improve automatically based on patterns
Overall ITSM Transformation Impact
70%
Fewer Repeat Incidents
Pattern detection + auto-remediation
85%
Faster Resolution
Auto-triage + SLA intelligence
40%
Cost Reduction
Automation + efficiency gains
24/7
Monitoring
AI agents never stop working
100%
Audit Trail
Complete evidence chain
Real-time
Risk Visibility
Executives know status always
Ready to Transform Your Compliance Operations?

Start with action diary analysis to see patterns hidden in your ticket data, then build your compliance audit trail with AI agents that never sleep.

Analyze Action Diary View Audit Dashboard Monitor SLA Fraud
What is Agentic ITSM?

An autonomous IT service platform where AI agents work 24/7 to analyze tickets, detect anomalies, identify patterns, and take proactive actions — without human intervention.

Self-learning from ticket history
Real-time pattern recognition
Autonomous decision making
Why This Approach?

Traditional ITSM is reactive. By the time issues are identified, damage is done. Agentic AI shifts to proactive — predicting and preventing before impact.

70% fewer repeat incidents
85% faster resolution
40% cost reduction
How Does It Work?

SCIKIQ GenAI powers intelligent agents that monitor tickets, correlate data, and execute workflows through our MCP (Model Context Protocol) integration.

SCIKIQ GenAI + LangChain
Multi-Agent Orchestration
Vector Knowledge Base
Real-Time Operations Dashboard
Live
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Total Tickets
0 this week
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Open Tickets
-%
SLA Compliance
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SLA Breached
Requires attention
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Agent Flagged
Investigate patterns
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Patterns Detected
Root cause analysis
AI Agent Activity Monitor
Data Scan
Analysis
Detection
Action
Agent Insight
Initializing ITSM analysis...
Now System monitoring active - watching for anomalies
Active Agents
SLA Intelligence
Fraud detection, bottleneck analysis
Pattern Detector
Recurring issues, root cause analysis
Auto-Triage
Queue assignment, priority routing
KB Updater
Auto-generate knowledge articles
Self-Healer
Automated remediation workflows
HUMAN + AI SYNERGY

Where Engineers & AI Agents
Work as One Team

Experience the future of ITSM — intelligent agents handle routine tasks, predict issues before they occur, and self-heal systems automatically, while your engineers focus on strategic initiatives and complex problem-solving.

73% Auto-Resolution
81% Faster Resolution
87% Less After-Hours
92% Engineer Satisfaction
Explore ITSM Overview
Self-Healing in Action
See Full Story
Issue Detected 0s
AI Triage 2s
Self-Healing 45s
Resolved 47s
Engineer Notified No action needed

Agentic AI Use Cases

Autonomous Operations
FEATURED: Complete ITSM Transformation Story
HUMAN + AI COLLABORATION

ITSM Overview: The Complete Story

Discover how DAMAC Properties transformed IT operations with agentic AI. See real scenarios, impact metrics, self-healing workflows, and the journey from reactive support to autonomous operations.

Before/After Impact Comparison Live Self-Healing Scenarios Ticket Journey Visualization AI-Generated Insights
81%Faster Resolution
73%Auto-Resolved
87%Less Escalations
Explore Complete ITSM Overview
SLA INTELLIGENCE

SLA Fraud & Bottleneck Detection

Multi-category detection: Identify SLA gaming, workload imbalance, process bottlenecks, and assignment gaps with full AI explainability on how issues are detected.

Communication verification
Near-breach pattern analysis
Workload distribution analysis
Process bottleneck detection
Ensure SLA accuracy • Prevent gaming • Optimize assignments
Explore SLA Intelligence
INTELLIGENT OPERATIONS

Pattern Detection & Auto-Triage

Agentic AI that auto-understands stacktraces, identifies recurring patterns, routes to correct queues, and triggers self-healing workflows automatically.

Stacktrace analysis
Intelligent queue routing
Root cause correlation
Self-healing automation
Reduce repeat incidents by 40-60% • Auto-remediation
Explore Pattern Detection

Agentic Support Tools

Autonomous Assistance
Active

Knowledge Base

AI-powered knowledge management with vector semantic search, auto-categorization, and intelligent article recommendations. Agents automatically update KB from resolved tickets.

Semantic Vector Search
Auto-Categorization
Auto-Update from Tickets
Version History
- Articles
- Searches/Day
92% Resolution Rate
Access Knowledge Base
Live

IT Assistant Chat

Conversational AI interface powered by SCIKIQ GenAI. Get instant answers, troubleshooting guidance, and automated ticket creation through natural language.

Instant Responses
Auto-Create Tickets
KB Integration
Multi-Language
24/7 Availability
<3s Response Time
85% Self-Resolution
Start Chat Session
Synced

Wiki & Runbooks

Automated runbook execution and wiki documentation. AI agents can execute runbooks autonomously for common issues, reducing mean time to resolution by 60%.

Auto-Execution
Step-by-Step Guides
Version Control
Approval Workflows
- Runbooks
60% MTTR Reduction
150+ Auto-Executions
Browse Runbooks
Running

RPA Bots

Robotic Process Automation bots that handle repetitive support tasks automatically. Password resets, account unlocks, system restarts, and more — all without human intervention.

Password Resets
Account Unlocks
Service Restarts
Provisioning
6 Active Bots
- Tasks Today
99.2% Success Rate
Manage RPA Bots

Platform Capabilities

Knowledge Base

AI-powered KB with vector search, auto-categorization, and version tracking

- Articles
Team Analytics

Monitor engineer performance, workload distribution, and identify training needs

- Engineers
AI Insights

Proactive intelligence with trend analysis and improvement recommendations

Real-time
Agent Configuration

Configure AI agents, tools, workflows, and approval chains

5 Agents

Ticket Volume Trend

14 Days

By Priority

Top Categories

DAMAC Properties

SLA Breached 0

View All

No breached tickets

Agent Flagged 0

Investigate

No suspicious activity

View All Tickets ITSM Configuration
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