UN automation platform
Shared AWX platforms with controlled team access.
AI-enabled operations
Useful AI assistance. Explicit operational control.
AI assistance for operational support through scoped MCP tools, approved knowledge sources, anonymization and human approval for changes.
The operational problem
Incident handling requires context from systems, prior tickets and runbooks. Retrieval and summarization can help, but regulated operations need to control what information a model receives and which actions it can initiate.
A defined authority boundary
FastAPI orchestration exposed narrow MCP capabilities. Retrieval was limited to approved documentation, incident data was anonymized before model invocation, and secrets remained in Vault or CyberArk. State-changing operations required human approval.
An integrated workflow
ServiceNow supplied incident context and records. Ansible-backed services handled permitted operational actions, with Copilot and Power Automate at the user surface. Prompts, retrievals, tool calls and outcomes were recorded for review.
The outcome
Operators gained a more consistent context-gathering workflow while retaining the decision. The result was traceable assistance within the operator’s existing control and approval process.
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