04 — What We Do

AI Skills for IT Capabilities

Ready-made AI skills for every IT practice, configured to your rules and deployed on the AI platform you already run.

Each skill packages one piece of IT work, from ticket triage to change risk to SLA reporting, with your teams, priorities and policies built in. We configure it, test it against your own examples and hand it over with governance, so your people get the time back and stay in charge of the decisions.

Browse the skills catalogue Talk to us about a pilot

Is This You?

Common signs your IT teams are ready for AI skills

You have an AI platform licensed, such as Copilot, ChatGPT or Claude, but IT teams use it for little more than drafting emails.

Skilled people spend hours on triage, reports, CAB packs and handovers instead of fixing things.

Every team prompts the AI differently, so results vary and nobody can show what it decided or why.

You want AI working inside your own processes and rules, not a generic chatbot beside them.

What a Skill Is

A skill is a way of working the AI can follow, every time.

Each skill holds the steps, your rules and thresholds, the data it needs, what it must never do, and a set of test cases. It is built once and carried over to the platform you run. Built and tested on Claude; Copilot and ChatGPT versions are configured and tested in your pilot. Connecting skills to your own ITSM, backlog and code tools is set up for each client.

How Much Each Skill Does

One skill, one or more levels: you choose how much it does

A skill isn’t fixed to one level. Depending on how we configure it for you, the same skill can assist, automate, augment or run as an agent, or combine several: for example, an incident skill can draft the summary for an analyst (assist), recommend the priority and escalation (augment) and send the routine updates on its own (automate). The catalogue shows each skill’s typical starting level; we agree the levels with you during configuration and raise them as confidence grows. Decisions stay with a person: approving changes, declaring a major incident, accepting risk and supplier commercial calls.

01 — AUTOMATE

Automate

Does a routine step on its own, such as writing the SLA report or the shift handover.

16 skills start at this level

02 — ASSIST

Assist

Drafts the work for a person to check, such as a reply, a story or a runbook.

24 skills start at this level

03 — AUGMENT

Augment

Analyses and recommends, such as a change risk score or a breach warning. A person decides.

20 skills start at this level

04 — AGENT

Agent

Runs a controlled multi-step process, such as triage and routing, with a person able to step in.

6 skills start at this level

What's Included — The Process

From catalogue to working skills in five steps

Choose

Pick skills from the catalogue, or let an IT Capability Strategy show which ones pay back first.

Configure

One setup questionnaire captures your teams and levels, priorities, targets, policies and approvers. Every skill reuses it.

Test

Each skill is tested against its test cases plus your real examples before anyone relies on it.

Deploy

Go live on your AI platform with a skill registry, risk tiers and a decision log of what the AI recommended.

Embed

Training, a playbook and a handover, so your teams can run, adapt and retire skills themselves.

What We'll Ask For

Collected once, reused by every skill

Support teams and levels (L1 to L4)Service cataloguePriority matrixResponse and resolution targetsEscalation rulesBusiness calendar and freezesRoles and approversITSM tool and fieldsMasked ticket exportBusiness drivers

Each skill then lists any extra inputs it needs, such as your change policy or knowledge base export. The catalogue shows them all.

Our Skills Catalogue

Every skill on one map

All 66 skills on one map of the ITIL practices, showing each skill’s typical level and which are ready now.

View the catalogue

Not sure which practices to automate first?

Start with an IT Capability Strategy

It scores each practice and shows which ones are ready for automation and which need fixing first, so the skills you deploy pay off. Take the free 10-minute snapshot, or get the full self-serve strategy from AUD 990.

Free snapshot See the strategy

Delivering change with AI? The delivery skills come from the AI-Enabled Delivery Model

Start with three skills. See the time come back.

A pilot configures and tests three skills on your platform, with your data, in your process. Get in touch to discuss design and implementation at your organisation.

Get in touch