01
Multichannel intake
- Portal, mobile, email, API, chatbot, monitoring, phone and walk-in
- Offline drafts on mobile, sent when back online
- Tickets logged on behalf of others
- Duplicate and parent / child linking
Enterprise & government
IT Service Desk (AI)
An AI-powered IT service desk: tickets, SLAs, knowledge and changes in one place — with AI that can run privately on your own servers.
Overview
Our IT Service Desk is an ITIL-based service management platform for any organisation's IT support team. Employees get help from an AI virtual agent, a self-service portal and service catalog, email or phone; the AI classifies each ticket and suggests its priority and team, SLA timers on working calendars keep it on track, and technicians resolve it with an AI copilot. Around the desk sit problem, change and CAB, major-incident, knowledge, CMDB, monitoring and reporting modules. The AI runs on a self-hosted local model or a cloud model — switched by an administrator — with personal-data masking and human approval for anything that goes out.
- intake channels
- 8
- SLA escalation levels
- 4
- AI task types
- 13
- AI modes: local & cloud
- 2
Key features
- AI virtual agentText, voice or screenshots — answers with sources, opens tickets
- AI triage & routingCategory, priority and team suggested, then routed by skill and workload
- SLA timers & escalationBusiness calendars, VIP policies and four escalation levels
- Service catalog & approvalsDynamic request forms with one-click email approvals
- Problems, changes & CABRoot cause, risk-scored changes, freezes and CAB minutes
- Knowledge baseBilingual articles with review workflow and gap detection
- CMDB & monitoringConfiguration items, impact analysis and alerts that raise incidents
- Dashboards & auditMTTA, resolution, CSAT and a tamper-evident audit log
AI built in
Intelligence that works inside your system.
The administrator chooses where the AI runs: a self-hosted local model on your own servers (Ollama or any OpenAI-compatible server such as vLLM, tuned for Qwen) or a cloud model — and can switch with one audited action. Personal data is masked before every call, a prompt-injection guard works in Arabic and English, and anything that goes out or decides is approved by a person. With AI switched off, every screen keeps working manually.
- Private, on your own servers
- Or a cloud model of your choice
- Local or cloud
AI triage
Suggests category, team, impact, urgency and a security flag with a reason; applies automatically above a confidence threshold, never for P1 or security tickets.
- Local or cloud
Virtual agent
Answers employees from major incidents, known errors, articles and similar resolved tickets with citations; opens or escalates a ticket with a summary. Voice input uses the cloud mode.
- Local or cloud
Technician copilot
Ticket briefing, likely causes, next steps and a ready reply in the requester's language — the technician sends it.
- Local or cloud
Semantic search
Finds the right article, known error or past ticket by meaning, with keyword fallback and Arabic normalisation.
- Local or cloud
Problems & knowledge gaps
Clusters similar incidents into candidate problems, drafts root-cause analysis and turns repeated fixes into draft articles.
- Local or cloud
Executive briefing
Writes a management briefing from aggregate figures only, and shows the exact figures it used.
16 modules
Everything included
Every module below is part of the standard system — configured to your workflows during setup.
02
Categories & priority
- Two-level categories, each routed to a resolver group
- Impact × urgency matrix (P1–P4)
- Security-flagged categories
- Pending reasons
03
Assignment & work queue
- Auto-assignment to on-shift technicians by skill, location and workload
- Queues sorted by SLA time left
- Saved views, bulk actions and canned replies
- Internal notes
04
SLA management
- Policies by priority, type and user category, including VIP
- Business calendars and holidays
- Response and resolution targets with pauses
- Escalation at 50, 75, 90 and 100 percent; auto-close after N days
05
Service catalog & requests
- Catalog items with dynamic forms
- Targeted by role, department and location
- Requests for someone else
- Fulfilment tasks with reminders
06
Approvals
- Multi-step approvals with segregation of duties
- Out-of-office delegation
- One-click approve / reject from email
- Mobile approvals and reminder ladder
07
Major incidents
- Declaration and war room
- Updates pushed to every linked ticket
- Affected users and services from the CMDB
- Post-incident review
08
Problems & known errors
- Problem lifecycle
- Known errors with workarounds
- AI detection of incident clusters
- AI root-cause drafts
09
Change management & CAB
- Standard, normal and emergency changes
- Risk score from a questionnaire plus CMDB impact
- Maintenance windows and freezes with conflict detection
- CAB agenda, votes, locked minutes and post-implementation review
10
Knowledge base
- Bilingual articles: draft → review → published → retired
- Version history and helpful / not-helpful feedback
- Search and effectiveness analytics
- Knowledge-gap detection from resolved tickets
11
CMDB
- Eight CI classes and five relationship types
- Criticality and CI history
- Impact analysis
- Bulk CSV import with dry run
12
Events & monitoring
- One endpoint for generic JSON, Zabbix, Prometheus Alertmanager and Wazuh
- Events correlated to configuration items
- Incidents raised automatically
- Acknowledge and suppress workflow
13
Availability & continuity
- Outage records
- Continuity plans with RTO / RPO and business impact analysis
- Disaster-recovery tests
14
Insights & reporting
- Overview, SLA, team-performance and custom report dashboards
- MTTA, resolution time, first-contact resolution, reopen rate and CSAT
- Export, print and scheduled email reports
- Satisfaction survey after resolution
15
Identity & access
- Nine roles and 30 permissions
- Four-eyes approval for privileged roles
- Access recertification campaigns
- Password with MFA, passkeys and trusted devices
16
Security & governance
- Append-only audit log protected by a hash chain
- Brute-force detection and a compliance view mapped to ISO 27001 and NIST
- Backups with restore drills, retention and archiving
- Full data export and system status page
IT Service Desk (AI)
What changes for your team
Fewer tickets reach the desk: the virtual agent answers common issues with safe steps from your own knowledge.
Every ticket lands with the right team at the right priority, and nobody misses an SLA without being warned.
Technicians resolve faster with a briefing, likely causes and a ready reply in the requester's language.
Sensitive data can stay in-house: run the AI on your own servers, with personal data masked before every call.
Leaders see SLA performance, workload and satisfaction on live dashboards, with every action on record.
Questions & answers
Questions about this system
Yes. The administrator can run the AI on a self-hosted model inside your own network, or on a cloud model, and switch between them with one audited action. There is deliberately no automatic fallback between the two, so data never leaves your environment unexpectedly.
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Let's build together
Tell us what you need. We'll show you a working system.
Book a free 30-minute demo with our Muscat team — in Arabic or English.