Custom Software Development · Managed Services · Custom Build · Ongoing

The Service Platform We Run Our Own Managed IT On

Davinci's own service-management platform

The challenge

Running managed IT means living inside a service-management platform all day. The commercial options each wanted us to work their way, priced per technician, and none of them exposed our own data back to us in a form we could actually build on. We had a choice between adapting our practice to a product or building the product around our practice.

Where we came in

Building your own service platform is normally the wrong answer, and we do not recommend it to clients casually. It was right here because the platform is not a side tool for us — it is the thing the business runs on, and owning it means the data is ours to query, automate against and expose. The honest test of that decision is whether we would still choose it today, and we would.

What we did

  • Built the service-management backend as the system of record for tickets, clients and time
  • Wrote a Windows endpoint agent so device telemetry comes from our own collector rather than a third party's
  • Exposed a documented API so other systems can consume the data instead of screen-scraping reports
  • Added a Model Context Protocol server so the platform is queryable by AI tooling directly
  • Kept it under continuous development, and used it as the foundation the AI subsystems are built on

Where it landed

  • Our managed IT practice runs day to day on a platform we own end to end
  • Service metrics are ours to query and publish — the live figures on this website come from it
  • Owning the data layer is what made the AI work on top of it possible at all

Technologies

  • Windows Endpoint Agent
  • REST API
  • Model Context Protocol
  • Reporting & Metrics

One of Davinci’s own platforms, built and maintained in-house and in production use running our business. Included so our engineering work can be shown directly rather than described — it is not client delivery.

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