UCLA’s Digital & Technology Solutions (DTS) team is exploring new ways to improve operational efficiency through a pilot project called the Interactive Troubleshooting Hub. This AI-powered, web-based platform is designed to streamline the process of resolving network issues by turning knowledge from previously completed ServiceNow tickets into clear, step-by-step guidance.
The goal of the pilot is to assess how AI can help reduce resolution times, support knowledge sharing among engineers, and enhance overall problem-solving confidence across the IT landscape.
Addressing a Common Challenge
Across many IT environments, including UCLA, resolving network issues quickly and accurately can be a challenge. The steps to solve them are often buried in past tickets or siloed within teams. This can lead to inefficiencies, delayed response times, and inconsistent support depending on a technician’s level of experience.
The Interactive Troubleshooting Hub aims to tackle this by creating a centralized resource that distills previously resolved tickets into standardized instructions. While this project is still in its experimental phase, it shows promise as a way to make institutional knowledge more accessible to engineers at all levels.
How the Pilot Works
Launched in December 2024, the pilot combines OpenAI tools with data from actual ServiceNow tickets. Engineers participating in the test group can upload documents, annotated PDFs, or screenshots from resolved cases. The system then generates concise instructions in eight steps or fewer, using a logic-based framework that avoids interpretation or jargon.
The intent is to support engineers with fast, repeatable troubleshooting guidance while also enabling contributions from staff who have solved similar problems in the past.
Early Results and Key Takeaways
Although the Hub has not been adopted by all departments, early feedback from pilot participants highlights several potential benefits:
- Faster resolution of common technical issues
- More consistency in support documentation
- Reduced onboarding and training effort for new technicians
- A growing, reusable library of shared knowledge
This pilot is still being evaluated and has not been formally rolled out for university-wide use. It has, however, generated meaningful discussion about the future of AI-powered knowledge systems in IT.
What’s Next
DTS is continuing to refine the platform based on pilot feedback. Planned enhancements include:
- Integration with ServiceNow to automatically populate instructions
- Personalization of instructions based on user experience level
- Expanded support for multi-case troubleshooting scenarios such as combined DNS records
If the pilot continues to demonstrate value, the platform may be considered for broader deployment within UCLA’s IT support ecosystem.
A Step Toward Smarter Support
The Interactive Troubleshooting Hub reflects a growing interest in applying AI to practical IT challenges. While it remains in the pilot stage, it offers an early look at how intelligent tools could enhance operational agility and collaboration across campus. Departments will have the opportunity to assess its value if the platform progresses beyond the pilot phase.
Learn more or explore partnership opportunities with UCLA Digital & Technology Solutions.
