NCS is redefining the future of Infrastructure IT Support with the People’s Association by designing four IT Ops agents on an Agentic AI Infrastructure Platform. These purpose-built AI agents have enabled users to converse with the agents using natural language to execute technical tasks such as application log analysis and generate security reports. This empowered users to self-help and improved productivity for the IT ops team, redirecting effort to higher priority tasks.
Key takeaways
- Incident resolution was heavily dependent on the Infrastructure IT support team, as troubleshooting and diagnostics required strong technical expertise.
- NCS piloted an Agentic AI solution with People’s Association IT teams to handle common, repetitive support tasks and reduce reliance on specialist escalation.
- The platform provides four purpose-built agents to support key workflows: log analysis, user account checks, governance/reporting, and knowledge retrieval.
- The solution accelerated incident resolution and reduced manual effort for the Infra team, improving turnaround time and enabling engineers to focus on higher-value work.
The challenge
The Infrastructure (Infra) IT support team faces a key challenge: a largely linear support model where troubleshooting relies on a single team or escalation path. This creates a bottleneck and slows down incident resolution. The issue is compounded by the effort required to retrieve and interpret diagnostic information-work that often demands a strong IT background and familiarity with system logs, infrastructure components, and application dependencies.
As a result, users are dependent on a small group of highly technical team members to perform tasks such as Active Directory user checks, extracting and analysing system logs, and generating compliance reports. This increases turnaround time, affects service availability, and ultimately reduces user satisfaction.
The solution
The Active Directory (AD) agent can instantly retrieve key account information-such as users whose accounts will expire within the next 30 days and accounts that are currently locked. By enabling users to check these details directly, the need to raise service requests or wait for an engineer’s response is eliminated.
This not only reduces turnaround time significantly but also allows engineers to focus on higher value, more productive activities instead of handling routine account inquiries. Ultimately, this improves overall operational efficiency and enhances the user experience.
Image 1: 4 purpose-built agents redefining the future of IT Ops
Active Directory Agent
The Active Directory (AD) agent can instantly retrieve key account information-such as users whose accounts will expire within the next 30 days and accounts that are currently locked. By enabling users to check these details directly, the need to raise service requests or wait for an engineer’s response is eliminated.
This not only reduces turnaround time significantly but also allows engineers to focus on higher value, more productive activities instead of handling routine account inquiries. Ultimately, this improves overall operational efficiency and enhances the user experience.
Governance and Reporting Agent
The agent conducts comprehensive compliance checks across multiple AWS environments and delivers near real time system hardening status reports through customised verification scripts.
From a management perspective, this capability provides significant operational value. Post patching hardening validation is a mandatory requirement to ensure continued alignment with agency security standards. When performed manually, this process is labour intensive, time consuming, and susceptible to human oversight.
By automating these compliance checks, we not only streamline a traditionally resource heavy activity but also enhance accuracy, auditability, and consistency. This ensures that PA’s hardening posture remains continuously up to date and aligned with governance expectations.
Ultimately, this automation allows engineers to redirect their time toward higher value, strategic initiatives, improving overall productivity and strengthening our security and compliance posture across the organisation.
Log Analysis Agent
The Log Analysis Agent demonstrates its capability to accurately analyse infrastructure and network logs to support incident management. Leveraging telemetry collected during real or simulated incidents, the agent provides rapid initial assessments, identifies recurring patterns, and highlights the most probable root causes.
During the POC, the solution shows measurable value by significantly accelerating the initial triage of urgent incidents. This enables operational teams to make timelier and more informed decisions, while reducing reliance on individual engineers or specialists to manually interpret complex log data. As a result, potential delays caused by limited expertise availability are minimised, strengthening overall operational resilience.
By automating the early stages of incident analysis, the organisation benefits such as reduced investigation time, improved service reliability, and more efficient use of engineering resources. This allows technical teams to redirect their effort from routine troubleshooting to higher value and strategic initiatives.
PA will continue to work closely with NCS to further refine and enhance the solution. Future iterations will extend the agent’s capabilities beyond infrastructure and network logs, enabling broader operational insights and greater value across the organisation.
Knowledge Agent
By ingesting agency documents, the Knowledge Agent provides real-time, contextual responses aligned to the agency’s guidelines and standards. Using a retrieval-augmented generation (RAG) approach, it turns the document repository into an interactive knowledge base-saving users time and helping them find accurate information quickly. NCS, in collaboration with PA, will drive ongoing improvements to the RAG solution by incorporating knowledge from PA’s Confluence and RAG repositories.
The impact
Through integrating Agentic AI into Infrastructure operations, the four AI Agents delivered measurable improvements in Infra management and support:
- Saved >14 man days monthly by automating manual tasks such as log analysis and compliance report generation across 24 applications, including security hardening and AD queries.
- Improved initial investigation time to triage urgent tickets, and uplifting service reliability
- Enabled efficient use of engineering resources, allowing engineers to focus on higher-value work.
- Enhanced the incident-resolution experience by reducing the time users spend waiting for engineers to pick up and progress tickets
