TwinDesk Solutions
The overview explains it. This page shows it.
The questions every IT leader asks next: which tickets does automation actually take, what happens when one goes wrong, who picks up the work it cannot close, what makes it stop and ask permission, and what is any of this worth against my own volume.
What lands where
Which tickets automation closes, and which reach a person
The split is not arbitrary. Automation takes the work where the steps are known and the blast radius is small. Anything that needs judgment, or that could break something if it went wrong, routes to an engineer with the diagnosis already attached.
| Ticket type | Typical resolution path | Closed by |
|---|---|---|
| Password and MFA reset | Verify identity, reset credential in the directory, confirm sign-in, notify the user | Automation |
| Account unlock | Check lockout source, clear the lock, confirm authentication, close the ticket | Automation |
| Software install and license | Check entitlement, assign the license, trigger deployment, verify install | Automation |
| VPN and connectivity | Read client logs and gateway state, isolate the cause, apply the known fix, test the tunnel | Automation |
| Disk space and service restart | Identify the consuming process, clear safe paths or restart the service, confirm health | Automation |
| Access and group membership | Confirm entitlement against policy, draft the change, pause for approval, then apply and verify | Automation + approval |
| Onboarding and offboarding | Run the runbook across directory, mailbox, apps and devices, pause on privileged steps | Automation + approval |
| Production change | Diagnose, draft the runbook, hold for a named approver, execute and verify on approval | Automation + approval |
| Multi-system incident | Automation gathers evidence across systems and correlates it, then hands a completed investigation to an engineer | Engineer |
| Root cause and problem management | Recurring incidents are analysed and engineered out so the ticket stops coming back | Engineer |
Note. These are representative of the ticket types most enterprises start with, not a fixed list. Which categories automation takes on day one depends on your own ticket mix, which is what the scoping conversation establishes.
TwinDesk in action
A 4 a.m. incident, resolved without waking the team
A production database node spikes to 98% CPU. Nobody has noticed yet. Here is what happens next, and where the on-call engineer comes in. Press play, then make the call yourself.
Who handles what automation cannot
There are real engineers behind the service
The Human Ops Desk is not one team on a rota. It is a certified bench spanning every core IT discipline, and it is where every ticket automation cannot close ends up.
| Service area | Resource levels | Key skills | Certified strength |
|---|---|---|---|
| IT infrastructure | L1, L2, L3, SME, Lead | Windows Server, Linux, Unix, VMware, Oracle DBA, SQL DBA, Storage, Backup, Data Center Ops, ITSM | 450+ |
| Application support | L1, L2, L3, SME, Technical Lead | Application Support, Middleware, Production Support, SQL, IIS, WebLogic, Tomcat, Monitoring, Service Desk | 300+ |
| Networking | L1, L2, L3, SME, Network Lead | Cisco Routing & Switching, LAN/WAN, SD-WAN, Wireless, Firewall, VPN, DNS, DHCP, NOC, Load Balancer | 180+ |
| Cloud | L2, L3, SME, Lead, Cloud Architect | Microsoft Azure, AWS, Azure DevOps, AKS, Docker, Kubernetes, Terraform, IaC, CI/CD, Cloud Migration | 120+ |
| Cyber security | L1 SOC, L2 Analyst, L3 Engineer, SME, Security Lead | SOC, SIEM, Forcepoint DLP, IAM, Endpoint Security, Vulnerability Mgmt, Firewall, Incident Response, GRC | 80+ |
The rules behind the pause
What makes TwinDesk stop and ask
A human-in-the-loop design is only as good as the rule that decides when to involve the human. Too loose and it executes things it should not. Too tight and your engineers are approving password resets all day. These are the conditions that hold a ticket at the gate.
The action is privileged
Anything touching admin rights, security groups, privileged accounts or directory objects that grant access. The automation drafts the change; a named person authorises it.
The action is irreversible
Deletions, terminations, destructive writes, anything without a clean rollback. If undoing it would itself be an incident, it does not run unattended.
Confidence is below threshold
When the diagnosis does not clear the confidence bar set for that ticket type, the automation stops rather than guessing. Thresholds are calibrated per category during shadow mode.
It falls outside policy or a change window
Production changes outside an agreed window, or any step your security policy does not permit unattended, are held regardless of how confident the automation is.
An engineer receiving a gate request is not starting from a blank ticket. They get the diagnosis, the evidence behind it, the exact action proposed and the policy verdict, which is why an approval is usually one click rather than a fresh investigation. Every gate decision, approved or refused, is written to the audit trail in your ITSM.
Value calculator
Estimate what this is worth on your volume
Set your monthly ticket count, what a ticket costs you today, and how much of the queue is repetitive. Because TwinDesk bills per resolved ticket, this is close to how the invoice actually behaves. Every assumption is written out underneath so you can check the arithmetic.
Assumptions. TwinDesk resolves an automated ticket at an assumed $3, the midpoint of the $1–5 range seen in delivered engagements. Savings are calculated only on the repetitive share of the queue, never the whole queue. Engineer capacity assumes 700 tickets per agent per month, with 80% of that effort removed rather than 100%, because approval time stays with your people by design. Hours returned assume a 160-hour working month. Figures are indicative and are confirmed against your own ticket data during scoping.
Next step
Bring us your ticket data and we will show you the numbers
The calculator above is a model. A short conversation about your actual queue, what comes in, what it costs you and which parts automation can take off your team immediately, gets you a real figure. No obligation, and no slide deck unless you want one.
