连接与治理
接通你的系统、政策与知识，让 AI 在你的规则之内工作，而不是绕过它们。
/ Operations & Automation /
Your IT team should be building infrastructure, not resetting passwords.
AI that handles tier-1 IT support, automates incident triage and keeps your service desk focused on issues that actually need human expertise.
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.
How it works
从信号到成果——治理内置
自动化与辅助
让工作流上线：分流、起草、解决或升级，全程带完整上下文与审计追溯。
度量与改进
跟踪运营 KPI、质量与风险——再和你的团队一起调优剧本。
流程序列会适配你的工具、渠道与风险态势。
Your IT team should be building infrastructure, not resetting passwords.
What's included
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.
Powered by Thinkia Synapse
Results
What changes when this runs in production
Results vary by ticket mix, knowledge base maturity and existing ITSM tooling.
7 weeks
from discovery to a hardened L1 support assistant answering on internal documentation
Thinkia feasibility analysis for a European private bank (2026), anonymised.
~1,290
monthly L1 tickets in scope for one assistant — calls, incidents and requests, answered with source citations and human escalation
Thinkia feasibility analysis for a European private bank (2026), anonymised.
–45%
Across all ticket categories with AI triage and routing
Orientative — confirmed in discovery; depends on the starting point.
How we work
From ticket noise to resolved incidents with less toil
Ticket taxonomy
Ticket taxonomy
Week 1–2
Categories, CMDB links, and major incident paths are cleaned so routing is trustworthy.
Automate L1/L2
Automate L1/L2
Week 3–5
Runbooks, knowledge articles, and safe actions are wired with approval for sensitive changes.
Service desk pilot
Service desk pilot
Week 6–9
Agents co-pilot with AI; quality and mean time to resolve are compared to baseline.
Scale channels
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.
Go deeper
ITSM, platforms, and what to read next
Ideas, trends, and tools to stay ahead
Get started
Ready to scope this for your context?
We start with a focused session—no commitment—to map constraints and a sensible path.