AAI-02PLANNED
Design the high-level architecture
Define the safe journey from ticket submission through triage, retrieval and simulated operations.
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What this will demonstrate: a practical, safe use of Azure AI in an IT-operations context — covering ticket triage, simulated privacy protection, grounded self-service, operational SLAs and support-team KPIs.
PROJECT 03IN PROGRESS
Azure AI Service Desk Simulator
A planned, fictional IT support environment that will explore practical Azure AI services alongside AI-901 study. It will simulate safe first-line triage, grounded self-service guidance and the operational view of a modern support queue.
AzureAIIT OperationsResponsible AI
Project status
AAI-01 — Project foundation is complete. The scope, learning goals, approved simulator layout, safety boundaries, architecture direction, cost plan, testing strategy and 30-card delivery plan are documented. Next: AAI-02 — high-level architecture.
This is a fictional simulation only. It will use made-up people, assets, tickets and operational data — never employer or customer information. No Azure resources have been created yet.
Project Delivery Board
The project follows the same transparent delivery approach as RonBot. Cards move through the board as work is planned, built, tested and evidenced.
Backlog29
In Progress0
Completed1 / 30
Backlog 29
AAI-03PLANNED
Define fictional-company data rules
Set boundaries for made-up employees, assets, incidents and operational data.
AAI-04PLANNED
Create the cost plan and alerts
Document expected usage, budgets, alerts and teardown steps before spend begins.
AAI-05PLANNED
Define security and responsible-AI controls
Set input-handling, privacy, grounding and safe-demo requirements.
AAI-06PLANNED
Build ticket submission
Create the user-facing entry point for fictional support requests.
AAI-07PLANNED
Create Chaos Button scenarios
Generate deliberately messy tickets for realistic triage demonstrations.
AAI-08PLANNED
Add VIP, Shadow IT and vague-user scenarios
Build recognisable support patterns into the fictional ticket experience.
AAI-09PLANNED
Create employee and asset registry
Model a fictional company with users, devices and support context.
AAI-10PLANNED
Add ticket context
Attach simulated employee and device information to each support request.
AAI-11PLANNED
Connect the first Azure AI capability
Introduce one service with a documented purpose, cost and test plan.
AAI-12PLANNED
Classify ticket category
Classify simulated support requests into useful first-line categories.
AAI-13PLANNED
Assess urgency and priority
Assign a transparent simulated priority with a reason for the decision.
AAI-14PLANNED
Create a clean ticket summary
Turn a messy request into a concise first-line support handover.
AAI-15PLANNED
Explain decisions and hand off uncertainty
Show the confidence and rationale behind triage, then route uncertain cases to a simulated first-line engineer.
AAI-16PLANNED
Redact simulated PII
Remove simulated sensitive information before later AI or retrieval stages.
AAI-17PLANNED
Create the mock knowledge base
Write safe, fictional support articles for grounded retrieval.
AAI-18PLANNED
Add Azure AI Search retrieval
Retrieve relevant mock knowledge-base evidence for support guidance.
AAI-19PLANNED
Generate grounded troubleshooting
Return steps supported by the mock knowledge base, not invented answers.
AAI-20PLANNED
Measure simulated deflection
Track tickets resolved through self-service and first-contact guidance.
AAI-21PLANNED
Build the live-style ticket queue
Show simulated tickets moving through a first-line support workflow.
AAI-22PLANNED
Add SLA targets and breach risk
Visualise simulated response targets, resolution targets and risk states.
AAI-23PLANNED
Add operational KPIs
Show clearly-labelled simulated backlog, priority and resolution metrics.
AAI-24PLANNED
Add ticket movement visualisation
Use priority colours and workflow states to make the simulation feel alive.
AAI-25PLANNED
Build the safe fake terminal
Demonstrate a non-executing visual diagnostic-script outcome.
AAI-26PLANNED
Test ticket scenarios
Test normal, chaotic, private and multilingual support requests.
AAI-27PLANNED
Test grounding and safe fallback
Confirm unsupported or unsafe requests do not produce invented guidance.
AAI-28PLANNED
Review accessibility and responsiveness
Check the simulator works clearly across screen sizes and interaction methods.
AAI-29PLANNED
Document delivery evidence
Capture architecture, decisions, costs, testing and lessons learned.
AAI-30PLANNED
Publish the Project 03 case study
Complete release QA and update the portfolio with the final outcome.
In Progress 0
No active card. AAI-02 — high-level architecture is next.
Completed 1
AAI-01COMPLETE
Set scope & learning goals
Approved the final simulator scope, safety boundaries, AI-901 learning goals and split-screen experience layout.