AI at the service desk, with a person checking the work
Use AI for summaries and drafts with explicit review points, protected inputs and a correction-rate record that includes rejected output.
Topic / AI
AI
Guides and working resources tagged ai.
Field guides
Guide · 6 minService manager, Automation & AI, Service desk & technicians→
Roll out AI tools without handing over client secrets
Set prompt-data boundaries, check the exact account and tool documentation, and give staff an approved-use note with an owner and a stop route.
Pilot Microsoft 365 Copilot on a client-review preparation task
Turn a small authorized evidence pack into a checked client-review brief, with permission tests and an honest effort comparison.
Build a read-only Copilot Studio procedure finder
Design an authenticated knowledge agent that answers from a small approved procedure library and refuses unsupported or unauthorized requests.
Use Claude to draft a procedure change review
Compare two fictional procedure revisions in a private, bounded draft workflow and produce a source-checked change note without rewriting policy automatically.
Draft a checked service-desk handoff with ChatGPT
Produce an evidence-linked handoff from fictional ticket notes while preserving failed fixes, unresolved status and human authority over replies and changes.
Working sheets
Service-desk AI use-case and review record
For Service manager, Automation & AI, Service desk & technicians
AI approval sheet and staff-use note
Copilot preparation pilot worksheet
For Account management, Service desk & technicians, Service manager, Cybersecurity
Copilot Studio procedure finder design and test sheet
For Service desk & technicians, Automation & AI, Tech lead, Cybersecurity
Claude procedure change-review worksheet
For Tech lead, Service desk & technicians, Service manager, Automation & AI
ChatGPT handoff review worksheet
For Service desk & technicians, Service manager, Automation & AI