Inside Track
IT operations
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Automating engineering operations at Microsoft with a Smart DRI Agent
When a production incident occurs, the last thing engineers want to do is burn critical time gathering context when they’re better served solving the problem.…
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Building trust in AI-powered support at Microsoft: Our Employee Self-Service agent story
When we launched our Employee Self-Service (ESS) Agent to our more than 300,000 employees and contingent staff in the fall of 2025, we expected that…
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From alerts to action: How AI agents are reshaping network operations at Microsoft
A network connectivity incident doesn’t begin when someone asks whether they can get online. It starts earlier, with the signals coming from routers, switches, access…
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How we deploy and manage enterprise devices at Microsoft Digital
In a global organization such as Microsoft—with more than 220,000 employees connecting and working together from offices and remote workspaces scattered around the world—we enable…
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Enhancing Microsoft network reliability with AIOps and Network Infrastructure Copilot
In today’s rapidly evolving technology landscape, maintaining network reliability is paramount. Our team in Microsoft Digital, the company’s IT organization, keeps the company connected and…
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Resolving repetitive support tickets at Microsoft with AI automation
Across Microsoft, our product teams rely on lab environments to develop, test, validate, and troubleshoot products before they reach customers. These labs are typically made…
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Building a trusted IT asset inventory with Fabric and AI at Microsoft
For an enterprise company like Microsoft, understanding exactly which devices are connected to our corporate network is essential. As the company’s IT organization, we in…
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Optimizing Azure resources at Microsoft with AI and Managed Cloud Labs
Virtual labs give our employees at Microsoft on-demand access to the environments they need for development, testing, troubleshooting, and customer support. But at our scale—we…
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Implementing Agent 365: How we’re governing and managing AI agents at Microsoft
Building readiness for Agent 365 at Microsoft At Microsoft, we’re on a Frontier Transformation journey to reimagine work and redefine processes through the power of…
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Making AI testing work at scale at Microsoft with Enterprise Test Platform
Every IT team knows the feeling: A project is on track, and then testing becomes the wall everything stacks up against. Slow cycles, fragmented tools,…
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AI for Knowledge Management: Keeping support content up-to-date at Microsoft
Our AI agents and self-help channels are often our employees’ first stop for support, and like anyone, they expect the answers they get to be…
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Taming software licensing sprawl at Microsoft with an AI-driven solution
It’s a common challenge at any large enterprise—important, related data scattered across the organization, residing in disconnected silos. If only there was an efficient way…