AI-POWERED ITSM SELF-HEALING ACTIVE

Where Humans & AI
Work as One Team

DAMAC Properties' next-generation IT Service Management — where intelligent agents handle routine tasks, predict issues before they occur, and empower engineers to focus on what matters most: delivering exceptional service.

73%

Auto-Resolution

89%

SLA Compliance

65%

Time Saved

42%

Cost Reduction

Synergy

LIVE

Operations Pulse

Just now

Active Tickets

12 today

AI Agents Active

All healthy

Engineers Online

Available

Auto-Actions Today

23% efficiency

Self-Healed Issues

No human needed

SLA Health

On Track

The Journey of a Ticket

Self-Healing in Action

DETECTION

Issue Detected

Yardi Property Management system throws authentication errors at DAMAC Hills 2

System Alert

AI TRIAGE

Instant Classification

Triage Agent analyzes error patterns, checks KB, identifies as recurring token expiry issue

Triage Agent KB Search

"Similar to 12 tickets resolved last month via token refresh"

SELF-HEALING

Automated Resolution

Self-Healer Agent executes runbook: refreshes API tokens, restarts integration service

Self-Healer Runbook

Issue resolved automatically in 47 seconds

HUMAN AWARE

Engineer Notified

Ahmed Al-Rashid receives summary: issue detected, auto-resolved, no action needed

Ahmed Al-Rashid

"I woke up to a resolved ticket instead of an incident. This is the future."

LEARNING

Knowledge Captured

KB Agent updates article with new resolution pattern, improves future auto-resolution accuracy

KB Agent

+15%Pattern Accuracy

0Human Hours

Real Impact Metrics

Transformation Impact

Before Agentic AI

Avg Resolution Time

4.2 hours

Manual Interventions

127 / week

Repeat Incidents

34%

After-Hours Escalations

23 / week

Engineer Burnout Risk

High

AI Transformation

With Agentic AI

Avg Resolution Time

47 minutes

81% faster

Manual Interventions

34 / week

73% reduction

Repeat Incidents

76% reduction

After-Hours Escalations

3 / week

87% reduction

Engineer Satisfaction

92%

Focus on innovation

SCIKIQ GenAI Insights

Self-Healing Scenarios

Live Examples

RPA Bot

Password Reset Automation

Employee locked out of Salesforce CRM during client meeting

Chat request

Identity verified

Reset complete

23 seconds

Zero human touch

Weekly savings: 12 engineer hours

Self-Healer

Automated Service Recovery

Building automation system unresponsive at Golf Vista Tower

Alert detected

Root cause found

Service restored

2.3 minutes

3 AM resolution

Avoided: 4-hour outage + on-call escalation

Triage Agent

Intelligent Ticket Routing

Complex Yardi integration issue requiring specialized expertise

Ticket analyzed

Skills matched

Expert assigned

Instant routing

94% accuracy

Eliminated: Manual queue review delays

KB Agent

Auto Knowledge Capture

Novel solution discovered for Smart Lock connectivity issue

Solution found

Article drafted

Published

Auto-generated

Future tickets prevented

Impact: 15 similar tickets prevented/month

ITSM Ecosystem

Ticket Management

Full lifecycle ticket tracking with AI-powered prioritization and routing

- Active

- Resolved Today

Configuration

CMDB hierarchy, business services, and application mappings

- Services

- Applications

Support Engineers

Team performance, workload distribution, and skill matrices

- Engineers

- Teams

Ownership Matrix

Application ownership, escalation paths, and accountability mapping

- Owners

- Mappings

Resolution Trend

Human Resolved Auto-Resolved

Resolution Source

View Tickets IT Assistant SLA Monitor Patterns Knowledge Base ZeroOps

Where Humans & AI Work as One Team