DeskAutomate
Enterprise IT service desk automation with ServiceNow integration, AI ticket suggestions, and identity sync.
Problem
Enterprise IT teams drown in repetitive tickets, manual joiner/leaver processes, and fragmented identity management.
Solution
An automation platform with ServiceNow integration, AI-assisted ticket resolution, SLA monitoring, and AD/LDAP/Azure Entra sync.
My Role
Lead developer and platform architect
Repository: Private
Evidence available
- Architecture overview
- Product screenshots
- Testing summary
- Operational documentation
Private enterprise automation product. Sanitised architecture diagrams, test summaries and dashboard screenshots are available for technical walkthroughs.
Evidence links
Key Modules
Architecture Highlights
- → Clean architecture with ports and adapters
- → Event-driven workflow engine
- → Immutable audit log
- → Multi-tenant isolation
- → Azure Graph, Intune and Key Vault integrations
Key Features
- ✓ ServiceNow tickets and knowledge base
- ✓ LLM-assisted ticket classification and suggestions
- ✓ Joiner, leaver and modification workflows
- ✓ Default-deny JWT RBAC
- ✓ AD, LDAP and Azure Entra sync
- ✓ Microsoft Teams bot integration
- ✓ Immutable audit trail
Screenshots
The same experience adapts across desktop, tablet and mobile breakpoints.
Results & Maturity
Production-ready ITSM automation platform with 190+ automated tests, Helm deployment, ServiceNow and identity integrations, and human review gates for AI outputs.
Lessons Learned
- AI suggestions must have human review gates for enterprise trust
- Identity sync errors need graceful degradation, not hard failures
- Audit trails are non-negotiable for enterprise buyers
Limitations
Enterprise connector credentials and tenant data remain private.
Next stage
Expand ITSM connector coverage and production hardening.
Related Projects
Interested in this kind of work?
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