Service management foundation
MCdesk brings incident, problem and change management together with configuration data / CMDB, self-service, service levels and reporting.
解决方案
MCdesk 与 AI 运营
拟议集成将事件、问题、变更、CMDB、知识、服务级别和报告连接到 AI 辅助流程。
拟议集成将事件、问题、变更、CMDB、知识、服务级别和报告连接到 AI 辅助流程。
AI 可丰富请求、检索知识、准备诊断和沟通草稿，并将操作交由授权审批。按客户约定的访问范围、验证标准和恢复流程实施。
完整技术资料与原文（英语）
AI & operations
What the solution includes.
Request enrichment
The proposed AI integration identifies intent and urgency, and brings together user, asset, topology, incident history and approved knowledge context.
Engineer assistance
Support diagnostics, recommended fixes, runbooks and customer communications. Engineers review recommendations and remain responsible for the work.
Controlled orchestration
Prepare workflow tasks, approvals and changes within agreed permissions. Evaluate quality, repeat incidents and engineering effort as the service learns.
The service management foundation
Operational context.
In one workspace.
The MCdesk interface brings service records and reporting together. The proposed AI layer connects that context to request enrichment, engineer assistance and controlled workflows.
How it comes together
From requirements to delivery.
- 01
Intake
Receive and classify the request.
- 02
Enrich
Connect asset, user and service context.
- 03
Assist
Retrieve knowledge and prepare diagnostics.
- 04
Orchestrate
Route tasks and approval steps.
- 05
Copilot
Support the engineer’s next action.
- 06
Learn
Review quality, outcomes and recurring issues.
MTS experience & delivery context
The AI integration is a proposed development direction. It builds on the MTS L0–L3 service model and customer-specific 24×7×365 operating arrangements; it is not presented as an already autonomous service.
Connected capabilities
Explore the wider solution.
Let’s shape the right solution.
Discuss your environment, locations, requirements and operating model with MTS.