All work
DevOps & CloudProduction system2021–2026
ITSM automation & self-service portal
Ticket routing, diagnostics and a knowledge portal that together removed the most repetitive half of a service desk's work.
Scope something similarCode walkthrough available on request
The problem
A service desk processing over a thousand tickets a month, where most of the work was triage, copy-paste diagnostics and answering the same question again.
What we built
- PowerShell and Python diagnostic frameworks wired into the ServiceNow API, with ITIL-based automated routing and resolution workflows
- Self-service portal on SharePoint and Microsoft 365 with Power Automate workflows and AI-assisted answers, cutting ticket volume by around 45%
- Predictive asset-lifecycle analytics across a multi-million-dollar hardware estate, saving roughly 25 hours of manual work a week
- Monitoring and alerting through Datadog, New Relic, Splunk and PRTG, sustaining 99.7% uptime and full SLA compliance
- Infrastructure automation with Terraform, Ansible and YAML pipelines across Azure, AWS and GCP with Docker and Kubernetes
Need something like this?
We'll tell you honestly whether your case is a two-week build or a three-month one — and what it would cost — before you commit to anything.
