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ASI AI Solutions Knowledge Base

Your single source of truth for processes, procedures, and best practices. Everything you need to deliver exceptional AI-managed IT services to Australian enterprises.

11
Process Documents
~150
Team Members
6
Departments Covered
3
Certifications

Getting Started for New Employees

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Welcome to ASI AI Solutions! This wiki contains all the business process documentation you need. Start with the essentials below, then explore department-specific processes relevant to your role.

Your First Week Checklist

  • Complete HR onboarding and obtain your employee ID, laptop, and access credentials
  • Review the Security Incident Response Plan and complete mandatory security awareness training
  • Read the Service Delivery & SLA Management document to understand our service tiers
  • Familiarise yourself with the Incident Management Process (all staff must know how to report incidents)
  • Review the Knowledge Management Process and bookmark this wiki
  • Set up your Monday.com, HubSpot CRM, and Microsoft Teams accounts
  • Meet your buddy/mentor assigned by your team lead
  • Join the #general, #announcements, and your team channel in Microsoft Teams

Process Documents by Department

Client & Service Management
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Client Onboarding
End-to-end process for onboarding new clients from sales handoff through go-live and transition to managed services. Includes RACI matrix, templates, and a 30-business-day SLA.
View process →
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Service Delivery & SLA
Service level definitions (Platinum, Gold, Silver), incident priority matrix, escalation procedures, SLA reporting, and AI-powered monitoring thresholds.
View process →
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Incident Management
ITIL-aligned incident lifecycle from detection through resolution, featuring AI-assisted triage, escalation matrix, PIR templates, and key MTTR/MTTA metrics.
View process →
↻
Change Management
ITIL change management covering standard, normal, and emergency changes. Includes CAB process, RFC template, risk assessment, and AI-assisted impact analysis.
View process →
Delivery & Sales
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Project Delivery
ASI AI Project Framework (hybrid Agile/Waterfall) covering initiation through closure, with governance, templates for charters, status reports, and risk registers.
View process →
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Sales Process
Lead-to-close sales methodology including AI lead scoring, MEDDPICC qualification, proposal development, and CRM usage guidelines for HubSpot.
View process →
Operations & Quality
▢
Procurement
Vendor selection, purchase order workflow, approval thresholds, contract management, and AI-assisted procurement optimisation.
View process →
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Quality Assurance
QA framework aligned to ISO 9001, internal audit schedules, PDCA continuous improvement cycle, and certification maintenance (ISO 27001, SOC2, Essential Eight).
View process →
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Knowledge Management
Knowledge base structure, article creation standards, review cycles, AI-powered search, and wiki contribution guidelines.
View process →
Security & Compliance
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Security Incident Response
NIST-aligned security incident response plan covering data breaches, ransomware, DDoS, insider threats, and phishing. Includes OAIC notification requirements and CSIRT structure.
View process →

Recent Updates

18
Mar

Wiki Launch — All Core Processes Published

Initial release of the ASI AI Solutions internal knowledge base with 11 core business process documents covering client services, delivery, operations, and security.

15
Mar

Security Incident Response Plan Updated

Revised OAIC Notifiable Data Breaches scheme notification timelines and added new playbook for AI model supply-chain attacks.

10
Mar

Service Delivery SLAs Revised for FY26

Platinum tier response time reduced from 30 minutes to 15 minutes. New AI monitoring thresholds added for GPU infrastructure.

04
Mar

Sales Process — MEDDPICC Framework Adopted

Migrated from BANT to MEDDPICC qualification methodology for enterprise deals over $100K ARR. HubSpot fields updated.

25
Feb

Procurement — AI-Assisted Vendor Scoring Live

New AI model deployed for automated vendor risk scoring based on financial health, compliance posture, and delivery performance history.

Key Contacts by Department

Department Head Email Teams Channel
Service DeliverySarah Chensarah.chen@asiaisolutions.com.au#service-delivery
Project DeliveryMarcus Webbmarcus.webb@asiaisolutions.com.au#project-delivery
SalesDavid Parkdavid.park@asiaisolutions.com.au#sales
Security & CompliancePriya Sharmapriya.sharma@asiaisolutions.com.au#security
Cloud & InfrastructureJames O'Brienjames.obrien@asiaisolutions.com.au#cloud-infra
Data & AIDr. Li Weili.wei@asiaisolutions.com.au#data-ai
People & CultureEmma Thompsonemma.thompson@asiaisolutions.com.au#people-culture
Procurement & FinanceTom Nguyentom.nguyen@asiaisolutions.com.au#procurement

Quick Reference

Essential Tools

  • ITSM: ServiceNow (incidents, changes, requests)
  • CRM: HubSpot (sales pipeline, client data)
  • Project Management: Monday.com
  • Documentation: This Wiki + Confluence
  • Communication: Microsoft Teams
  • Monitoring: Datadog + ASI AI Sentinel
  • Security: CrowdStrike + Microsoft Sentinel
  • Cloud: Azure, AWS, GCP consoles

Important Links