Partner guide · Internal IT teams
Help internal IT run the client AI service
Some clients run their own IT. Then the client's IT team is the operator: you design and prove the first workflow, they run NetZen every day after you hand it over. This guide covers what each side owns.
When should internal IT operate the service?
When the client has an IT team that already handles its tickets and devices, and has the time to own knowledge upkeep and approvals. If IT support is outsourced, the client's MSP is usually the better operator; see working with MSPs. If nobody can own the service, say so before the pilot rather than after.
What does the consultant deliver, and what does the team run?
| Party | Delivers |
|---|---|
| You, the consultant | The use case and baseline, the knowledge plan, access and approval design, the pilot and its acceptance checks |
| The client’s IT team | Runs NetZen: tickets, devices, knowledge upkeep, approvals, handoffs to people |
| NetZen | A demo workspace for you, a technical expert, help with the trial and proposal, first-rollout support |
Handover checklist: consultant to internal IT
| Item | What to record |
|---|---|
| Source owner | Who approves changes to each knowledge source |
| Channel administrator | Who connects and manages Teams, Slack or the portal |
| Tested action | The one automation the pilot runs, and who tested it |
| Ticket approver | Who says yes before the action runs |
| Handoff owner | Who takes over when AI cannot finish, and when |
| Acceptance result | What the client saw, against the baseline |
| Upkeep schedule | Knowledge, credentials, retesting and the monthly review |
One request, worked through
An illustrative example. An employee asks in Microsoft Teams how to get approved design software. NetZen answers from the IT team's handbook and shows the source. The employee asks for it; the request becomes a ticket, and the IT approver the team chose says yes. The approved automation installs the software on the employee's device, and the ticket records what ran. If the install fails, the ticket goes to a technician with the logs.
See how employees get help in Teams and Slack on NetZen for internal IT.
Who owns knowledge, access and approvals?
The IT team. Each knowledge source needs an owner who approves changes, and confidential material should stay out of AI sources, because an article marked Internal is hidden from the portal but still available to AI answers. Approvals on ticket actions are set by the team: the requester, IT support, the site manager or nobody for low-risk actions. Actions run by hand or on a schedule do not ask for approval. The policy to workflow guide maps the client's AI policy to these settings.
What must the pilot demonstrate?
A known question answered with the right source, a question NetZen cannot answer handed to a person, the pilot action run once with its required approval, and a result the client observed against the baseline. The readiness checklist lists every check.
What does the team maintain after handover?
Knowledge updates when procedures change, credentials the automations use, retesting after system updates, and a monthly look at questions the AI could not answer. These are small, regular jobs; agree who does each one, and when, as part of the handover.
Which costs remain?
The NetZen subscription per technician on the IT team, with AI included (pricing). Any ChatGPT, Claude or Microsoft subscriptions the client keeps are separate. Your own fees are agreed with the client.
Questions partners ask
No. NetZen is priced per technician on the IT team (US$100 list), with AI included. Employees who ask for help do not need a seat.
Yes. ChatGPT, Claude and Copilot Studio can connect to NetZen, and each person keeps their own NetZen role. Copilot Studio has its own Microsoft licensing; a Microsoft 365 Copilot seat alone is not the same thing.
Yes. Adopting NetZen includes moving the team’s service desk to NetZen. Plan it as part of the rollout.
Bring NetZen to your next client
You lead; we support the demo, proposal and first rollout. 15% of the NetZen subscription each client pays, for 24 months. About the program.
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