Trusted clarity at the point of need
Complex processes, clear answers.
SureDesk is a governed knowledge agent for enterprise organisations — delivering trusted, cited answers from approved sources, secured by your existing SSO, and hosted entirely within your Azure tenant.
Governance-native · Safe by design
Integrated with the platforms your organisation already uses
The Problem
When people can't find the right answer, transformation slows down
ERP programmes do not fail because people lack information. They fail because people cannot get the right answer quickly, confidently, and consistently.
During system change, staff are expected to work across new ERP processes, legacy terminology, training materials, policies, intranet guidance, and project communications — all at once.
Support desks flood at go-live
The same 20 questions repeated hundreds of times in the first week. Your super users cannot scale.
Nobody reads the documentation
Thousands of pages of process guides, training materials, and policy documents that staff cannot find or navigate.
Wrong answers create real risk
Without a trusted source, staff improvise. Inconsistent process leads to errors, grievances, and audit findings.
SureDesk reduces confusion by giving staff a clear, governed way to get the right answer when they need it.
What SureDesk Is
A governed knowledge agent — not another chatbot
Most AI tools search everything and govern nothing. SureDesk inverts that.
- Only approved, version-controlled content is eligible
- Every answer cites its source document, section, and approval date
- Every query respects role-based access controls
- Nothing leaves your Azure tenant
This is not a general-purpose assistant. It is a controlled answer system for organisations where the wrong answer carries real consequences.
Approved sources only. Always cited. Always auditable.
In SAP, a desk request is raised via a Service Entry Sheet (SES) in the Procurement module. Here are the steps for your organisation:
- Navigate to MM → Purchase Order → Create Service Entry Sheet.
- Enter your cost centre and service details.
- Submit for approval via your line manager workflow.
How It Works
Four steps from question to trusted answer
Connect your knowledge base
SureDesk ingests your approved documents — SAP process guides, HR policies, training materials, programme communications — through a governed content pipeline. Nothing goes live without sign-off from a named document owner.
Staff ask in plain English
Accessible via Microsoft Teams, your intranet, or a standalone web app — secured by your existing Entra ID login. No new passwords. No new accounts. Staff see only what their role permits.
Cited, role-relevant answers instantly
Every answer is based on approved content and linked back to its source document. Staff can click the citation and go directly to the relevant page, section, and version.
If confidence is low, SureDesk does not guess
When SureDesk cannot find a verified answer in the approved knowledge base, it tells the user — and routes them to the relevant super user, helpdesk contact, or team. It never invents an answer.
SureDesk doesn't replace your processes — it makes them usable.
What changes when SureDesk is in place
Less searching. Less escalation. More confidence.
Built for every stakeholder in the room
For staff
Ask anything. No embarrassment. No waiting.
- Ask questions in plain English — no training required
- Get answers in seconds, cited to the approved source
- Only see information relevant to your role
- Available in Microsoft Teams — where you already work
- If SureDesk isn't certain, it tells you and connects you to the right person
Content Governance
You control what it knows
SureDesk's biggest differentiator is not the model. It is the governance.
Every source used by SureDesk is owned by a named team or service lead, approved before use, version-controlled, reviewable, removable, and auditable. If content is not approved, SureDesk cannot use it.
The Librarian Flow
Document submitted by content owner
Owner review and approval
Document approved, dated, and versioned
Indexed and live for relevant roles
Expiry date set — automatic suppression when reached
“If it isn't approved, SureDesk cannot speak from it.”
Security and Data
Your tenant. Your data. Your rules.
SureDesk does not introduce another uncontrolled AI dependency. It operates entirely within your existing Microsoft environment, under your identity, your permissions, and your governance.
Azure UK South hosting
All compute, storage, and vector search runs in UK South. Data never transits to US servers or third-party infrastructure.
Entra ID SSO and RBAC
Staff authenticate via your existing Azure AD. Role-based access controls mean Finance staff never see HR-sensitive content.
Zero prompt retention
Azure OpenAI is configured with zero data retention on prompts. Query text is never used to train models or stored beyond the session.
GDPR and DPIA ready
We provide a completed DPIA template, DPA documentation, and evidence pack to support your ICO obligations and Cyber Essentials Plus scope.
This is not a chatbot in the public cloud.
Every component runs within your Azure environment. Your data never leaves.
Architecture note for ICT leads
In February 2026, Microsoft 365 Copilot ignored sensitivity labels and DLP policies for four weeks, processing confidential NHS emails without authorisation. This happened because the governance controls lived inside the same platform as the AI. SureDesk's governance layer is architecturally independent — when the controls are separate, a single bug cannot defeat everything at once.
Why organisations choose SureDesk
—Copilot helps people work faster. SureDesk helps them work correctly.
—Joule knows how SAP works. SureDesk knows how your organisation works within it.
—Where other tools search everything, SureDesk speaks only from what you approve.
What our customers say
Trusted by teams navigating complex change
“SureDesk cut our hypercare support calls by more than half in the first month. Staff stopped asking the same questions — they just got the answer.”
Sarah M.
ERP Programme Director · UK Local Authority
“We were drowning in super user queries after go-live. SureDesk gave staff a place to go first, and it actually knew the right answer — cited from our own documents.”
James T.
Head of ICT · NHS Trust
“The governance model is what sold it for us. Every answer is traceable back to an approved source. That's what our audit team needed to see.”
Priya K.
Finance Transformation Lead · Central Government
“Our staff were nervous about the new SAP system. SureDesk gave them confidence to ask questions without embarrassment — and get a reliable answer instantly.”
David R.
Change & Adoption Manager · Housing Association
“We've tried general AI tools but they hallucinate. SureDesk only speaks from what we've approved. That distinction matters enormously in a regulated environment.”
Claire B.
Head of Governance · Regulated Utility
“SureDesk cut our hypercare support calls by more than half in the first month. Staff stopped asking the same questions — they just got the answer.”
Sarah M.
ERP Programme Director · UK Local Authority
“We were drowning in super user queries after go-live. SureDesk gave staff a place to go first, and it actually knew the right answer — cited from our own documents.”
James T.
Head of ICT · NHS Trust
“The governance model is what sold it for us. Every answer is traceable back to an approved source. That's what our audit team needed to see.”
Priya K.
Finance Transformation Lead · Central Government
“Our staff were nervous about the new SAP system. SureDesk gave them confidence to ask questions without embarrassment — and get a reliable answer instantly.”
David R.
Change & Adoption Manager · Housing Association
“We've tried general AI tools but they hallucinate. SureDesk only speaks from what we've approved. That distinction matters enormously in a regulated environment.”
Claire B.
Head of Governance · Regulated Utility
Where SureDesk works best
SAP S/4HANA adoption
Staff ask how to complete processes in the new system and receive step-by-step guidance from approved training materials — reducing support desk pressure and accelerating adoption.
HR process support
Managers and staff get consistent, policy-compliant answers on leave, absence, pay, and HR procedures — with every answer linked back to the current approved policy document.
Finance and procurement
Finance teams access approved process guidance for purchase orders, approvals, and financial procedures — ensuring compliance and reducing costly errors.
Policy and procedure
Staff can ask policy questions in plain English and receive cited, role-relevant answers — without navigating SharePoint or waiting for a response from a colleague.
Training reinforcement
SureDesk reinforces training by providing instant access to the same approved content used in the classroom — extending the value of training investment beyond the course.
Post go-live continuity
After go-live, SureDesk provides a permanent knowledge layer that evolves with the organisation — reducing hypercare costs and maintaining consistency as processes mature.
From ERP change to business-as-usual, SureDesk gives staff one governed place to go for answers.
Get Started
Start with a controlled pilot
SureDesk is designed to start small and prove value quickly. A typical pilot runs for six to eight weeks with one directorate or business area, a defined content set, and agreed success measures.
What a typical pilot includes
- One directorate or business area — Finance, HR, or Revenues typically
- A defined set of approved documents — usually eight to twelve PDFs
- Named content owners for each document
- Governed answer boundaries — SureDesk cannot answer outside the pilot scope
- Agreed success measures before the pilot begins
Typical success measures
Initial data request
To prepare SureDesk for your pilot environment, we typically need eight to twelve documents covering your highest-volume process questions. These do not need to be final versions — we can load draft documents and flag them as pending approval in the Librarian dashboard.
Azure-native · Governance-native · Safe by design
The questions your team will ask
No. SureDesk is a governed knowledge agent that returns cited answers from approved sources only. It does not generate responses from general AI knowledge, search the internet, or answer from unapproved content. Every answer is linked to a specific approved document.
Bring trusted clarity to the point of need
If your people are working across complex processes, multiple systems, and high-stakes guidance, SureDesk gives them one governed place to get the right answer.
Azure-native · Governance-native · Safe by design · G-Cloud 14 listed