Helpdesk Operations
Monitor and manage IT support requests
Track Tickets
Monitor all support requests in one place
Ticket Analytics Dashboard
View metrics and performance insights
Metrics & Reporting
SLA tracking and helpdesk performance reports
IT Agent Session Analytics
Copilot Studio session insights and quality scores
Improvement Reports
Weekly AI-generated agent improvement reports and KB article drafts
Governance & Standards
Policies, knowledge base, and compliance resources
Knowledge Base
Access FAQs and support resources
IT Change Management Tracker
Track and manage IT change requests and approvals on SharePoint
Risk Registry
Enterprise risk assessment and registry on SharePoint
IT Service Catalog
Directory of all applications and tools in the organization
AI Responsible Use SOP
Guidelines for safe and effective AI tool usage at Primaris
IT Communications
Communications planning and outage notifications
AI Tools
AI-powered productivity and knowledge management tools
Governance Repository
IT policies, standards, and governance documents