In most traditional IT operations, employees file a ticket for IT support issues. The ticket sits in a queue until a service desk technician is available to field the ticket. If the employee is lucky, the technician can resolve the issue; if not, the technician escalates the issue to another staffer, where the ticket goes back into a queue.
Although this process has served companies well for decades, the latency between filing a ticket and getting a problem resolved has been much too long. Thanks to autonomics solutions, such as IPsoft’s 1Desk, automation, and cognitive-based Artificial Intelligence (AI) help turn the ticketing process into streamlined resolutions driven by machines.
Unfortunately, because autonomics-based solutions resolve many of the problems humans previously solved, you’ll have to prepare your workers – especially those who work in IT support roles – for a new reality: their jobs will dramatically change. Before we examine how IT service desk roles will evolve, let’s look a bit deeper at 1Desk’s capabilities, and how the platform will simplify IT operations.
Why 1Desk Will Change Your Service Desk
The goal of 1Desk is to fix everything in IT environments automatically, and if human engineers are required to be involved, the system monitors, learns and extracts data from their manual efforts. 1Desk records the steps that human engineers take to resolve issues and automatically builds new automations based on those steps. In ideal cases, the next time that issue occurs, it will be automatically fixed; in less ideal cases, the system analyzes generated content, and if it has value, 1Desk routes it to the appropriate automation engineers to develop a solution based on the data provided by the platform. The goal is that every manually performed resolution is recorded, analyzed, and utilized to build new automations.
Automating IT fixes isn’t new, but what separates 1Desk from other IT Ops platforms is IPsoft’s cognitive-based digital colleague Amelia, who provides the cognitive front-end for 1Desk’s autonomic capabilities. Amelia studies every transaction, interaction, and automation to ensure she’s up-to-speed on what’s happening within the system. That’s because Amelia is the first interaction non-IT employees have with IT when requesting support. Rather than send an email to the helpdesk, your employees will ask Amelia a question (e.g. “Amelia, can you help me reset my password?”). If Amelia has studied the process and understands what to do to help the employee with that support issue, an IT worker will never have to be involved in this process. Instead, Amelia will reset the password, a log of the interaction will be created and stored, and everyone can move on to another task.
Amelia’s skills are especially useful for managers. Amelia can instantly pull data, such as, “How many requests are relating to network speed?” or “How many new iPhones have we issued to new employees?” This type of instant data access – without having to run a report or flip from system to system – is a massive time-saver for managers.
What Autonomics Means for Your IT Team
With Amelia as the first line of defense for technology-related issues, your IT team will not need to spend time resolving the most basic service desk-related issues. For service desk employees, that means no more password resets, no more email recoveries, no more access requests— Amelia can handle these on her own.
For more complex IT service issues, 1Desk provides a host of out-of-the-box automations that can run without the need for human labor. Your employees will inform Amelia about the issue, then she’ll pass it onto our virtual engineers who will run the automation to solve the issue. Our virtual engineers can handle most Level 1 support tasks and 40% of Level 2 tasks.
Here’s where human labor becomes crucial: If an issue can’t be resolved by one of our pre-built automations, you’ll need a human engineer to fix the issue. These jobs are typically reserved for staffers who were busy handling routine things, such as password resets. Now, they’re able to work on more complex issues. While he or she is fixing the problem, Amelia and our virtual engineers are monitoring and recording the steps he or she takes. Amelia is recording this information to provide a report of it later on, while our virtual engineers are recording the information to be able to repeat the steps on their own at a later date.
If a staffer resolves an issue that he or she believes can be automated, he or she will alert a manager. The manager will then review the process to ensure that the automation will work, and the manager can approve or reject the process. The managers were traditionally responsible for overseeing the processes of the junior employees, and stepping in to help resolve problems that junior employees couldn’t resolve on their own. Now, because the manager is creating custom automations that weren’t possible without autonomics, the manager is able to make decisions that have lasting business impact.
What’s perhaps most important is that nothing sits in a queue. Your employees never feel as if their IT issues are being ignored. They can rest assured that if Amelia can’t resolve the issue herself, the problem is being analyzed, resolved, recorded, and potentially automated, so that it never becomes an issue for anyone else in your organization.