ProjectIQ
One AI-powered project and portfolio platform inside Microsoft 365, with agentic AI that forecasts risk weeks before it reaches a status meeting.
Wave 1 · Available44% of projects miss their goalsIn your tenantZero per-seat fees
DWxServiceIQ
One AI-native service platform that runs entirely inside Microsoft 365: everyday requests and high-stakes incidents on the same queue, with agentic AI that triages, deflects, routes and forecasts breaches before the SLA timer turns red.
Digital Workplace eXcellence (DWx)
ServiceIQ
Product
Available60% faster resolution & MTTR100% SLA trackedZero per-agent fees
- Category
- Service & incident intelligence
- Built on
- Microsoft 365 + Azure OpenAI
- Data residency
- Stays in your tenant
- Availability
- Available
Requests get lost. Incidents escalate. Nobody sees either coming.
Service queue · live
ServiceIQ- Deflected
#4823 · Printer offline, 3rd floor
P4 request · Recommender matched a known fix · self-resolved, never assigned
- At risk
Auth Service · Login Failures
Smart Router: P1 · SLA breach in 6 min, auto-escalating to on-call
- Within SLA
Branch-4 POS · Intermittent Errors
Predictive Radar: P3, within SLA; 4 low-priority tickets on one asset, breach forecast in 2h
The AI reads the queue, not the ticket. The third item is within SLA, and forecast to become an incident before the timer turns red.
What it delivers
- 60%
- Faster resolution and MTTR
- 90%
- Self-service adoption
- 45%
- Reduction in incident recurrence
- 80%
- Predictive forecasting accuracy
AI classification, smart routing and resolution recommendations compress the lifecycle from hours to minutes.
The knowledge base and Resolution Recommender deflect routine issues before they ever become a ticket.
AI root-cause analysis and tracked corrective actions break the cycle of repeat failures.
The Incident Radar reads leading indicators and seasonality to flag risk before it lands.
Requests live in inboxes. Escalation lives in tribal knowledge. Root cause lives in nobody's job.
Routine volume swamps the team
Requests buried in an overflowing inbox, with no assignment, no priority and no deduplication. The everyday noise is what hides the incident that matters.
Manual triage, missed P1s
Every submission assessed by hand. By the time a genuine P1 is recognised for what it is, it has already burnt most of its SLA.
Recurring failures
Without real root-cause analysis the same incident returns month after month. No pattern detection means no prevention.
DWx ServiceIQ replaces the sprawl, and the two separate licences, with one platform inside Microsoft 365, with agentic AI that deflects the routine and forecasts the escalations before they happen. The engines advise; your people decide.
Six agentic AI engines. Proactive, dynamic, real-time.
They do not wait for the ticket to escalate, they classify, deflect, route and forecast the moment a signal appears. Humans always make the final call.
01
Auto-Severity Classifier
Classifies every submission P1 to P4 from its description, context and history in real time, with a transparent confidence score, so routine reads as routine and a real incident is never under-triaged.
02
Smart Escalation Router
Routes by category, severity, time-of-day and responder availability: the service queue in business hours, the on-call rota when a P1 lands at 02:00. Learns from past routing to cut response lag.
03
Root Cause Suggester
AdvisoryAnalyses the incident against historical data to suggest probable root causes with confidence scores, including the repeat request that is really a symptom.
04
Predictive Incident Radar
Forecasts incident likelihood from request patterns, seasonality and leading indicators. A cluster of low-priority tickets against one asset is a P1 forming.
05
Resolution Recommender
AdvisorySuggests steps from similar past requests and incidents, ranked by effectiveness. Routine requests get an answer the requester can action themselves; responders get proven playbooks.
06
Service Copilot
Ask your service and incident history in plain English, "which P1s this quarter share a root cause?", and get the answer with the reasons, zero report-building.
From a password reset to a P1 outage, end to end, in one place.
Categorised Request Forms IT, office and general enquiries, category-based routing
Incident Reporting with Evidence photo/video capture, location tagging, instant notify
Unified Priority & Severity P1–P4 one scale, automatic SLA timers on everything
Routing & Automated Escalation by type, severity, location, department and time
Self-Service Knowledge Base routine issues resolve before a ticket exists
Agent Workload Balancing live capacity across queue and on-call rota
Investigation Workflow visual timeline builder, evidence and statements
Root Cause Analysis Templates 5 Whys and Fishbone, built in
Corrective Action Tracking owners, due dates, automated reminders
Closure Loop CSAT survey on a request, PIR on an incident
Dashboards & Heat Maps SLA compliance, resolution metrics and MTTR benchmarking
DWx Suite Integration FacilitiesIQ, SHE & CI, Risk & Audit, zero re-keying
What third-party service SaaS can't do.
Compared with the tools most teams bolt on around Microsoft 365: ServiceNow, Jira Service Management, Zendesk and Freshdesk for requests; PagerDuty and Opsgenie for incidents.
| Capability | DWx ServiceIQ | Third-party service & incident SaaS |
|---|---|---|
| One product for service requests and incidents | Two licences | |
| Runs inside your Microsoft 365 tenant | ||
| Zero service or incident data leaving your environment | ||
| Priced per tenant, no per-seat or per-agent fees | ||
| Agentic AI triage, deflection and breach forecasting | ||
| AI root-cause suggestions and smart routing |
A tailored view for every seat at the table.
Employee
Submit, track and self-serve
“I emailed IT three days ago and have no idea if anyone is working on it. I just want to know the status, or better, the answer.”
Agent & Responder
Smart routing and faster resolution
“I have 40 tickets across three channels, and when a P1 lands I need to know what to do, who to call, and what worked last time. Instantly.”
Service Delivery & Ops
SLAs, trends and prevention
“Show me where the next failure will land, prove our MTTR and SLA compliance are improving, and stop making me build the report by hand.”
How you get started
- 01
Discovery
A commitment-free call to map your process and compliance needs against the platform.
- 02
Deploy
We deploy the SharePoint Framework solution into your tenant and configure the Azure OpenAI engines. Nothing leaves your environment.
- 03
Run
Your teams work in the tools they already use. The agentic engines run proactively from day one; humans approve every consequential decision.
Enterprise-grade · Microsoft-native
It runs in your tenant. Microsoft bills you directly.
Built on Azure OpenAI with no black-box dependencies and no data lock-in. ServiceIQ runs in your Azure subscription in South Africa North, your service and incident data never leaves your environment, and you remain the data controller.
Azure paid direct to Microsoft. First Digital does not mark up Azure.
Azure OpenAI · GPT-4oSharePoint OnlineMicrosoft TeamsMicrosoft GraphAzure Functions · .NET 8SPFx · React · Fluent UI
Per tenant
R0 per-agent and per-seat fees. Azure consumption only.
Summary & benefits
- One product and one licence for requests and incidents, not two
- Routine deflected before it ever reaches an agent
- Severity assigned in real time, so a P1 is never under-triaged
- Breaches forecast before the SLA timer turns red
- No per-agent or per-seat fees, ever
Take ServiceIQ with you.
The official DWx ServiceIQ product explainer, the same one-page brief our team hands over.
See it deflect your routine and forecast your next breach.
Stand ServiceIQ up in your tenant, on your real queue. Two weeks to watch the routine resolve itself, and the AI flag an incident before the SLA timer turns red.
Book a discovery callMore from Digital Workplace eXcellence (DWx)
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