1Desk, IPsoft’s autonomic IT and shared services platform, allows enterprises to boost productivity while subsequently reducing overhead costs. Not only does 1Desk automate workflows across business areas, but it also provides human colleagues with unprecedented real-time insights into these processes.

We’ve previously explored how 1Desk leverages analytics in regards to historical performance. However, some of 1Desk’s most impactful data-driven features relate to how its systems are performing in real time. Notably, 1Desk can detect anomalies as they happen, which allows organizations to rapidly diagnose and remediate problems, thus minimizing their impact.

1Desk Is Always Watching

1Desk can constantly monitor an organization’s digital assets 24/7. This ubiquitous oversight allows the platform to identify and potentially resolve anomalies before the user experience (UX) is affected. When an anomaly is identified, 1Desk alerts relevant team members to address the issue with all the relevant information, or it tasks virtual engineers to independently address issues following a Standard Operating Procedure (SOP).

For example, IPvoice, 1Desk’s embedded universal communication (UC) monitoring system, provides system-wide synthetic monitoring to ensure that all communication channels are operating correctly. IPvoice enables companies to find and identify UC problems (e.g. call center outages) before users encounter them — which is preferable to rushing to fix them after disruptions occur. When a UC problem is detected, IPvoice tasks virtual engineers to respond, diagnose, and remediate the issue based on the relevant SOP. This self-healing property is particularly useful when it comes to resolving disruptions stemming from unpredictable mass events, e.g. storms, blackouts, floods, etc., which may also impact a human staff’s ability to assist.

If the virtual engineers are unable to remediate an issue, the problem is escalated to human employees. After facilitating a seamless handoff along with collected information and list of attempted fixes, 1Desk observes the steps that human colleagues take to resolve the problem. 1Desk uses these observations to provide suggested automations, which engineers or subject matter experts (SMEs) can add to the system’s library of automations.

1Desk Is Always Learning

UC management is, of course, only one discrete area where 1Desk can make an impact. As a central digital hub, the platform can detect anomalies throughout an enterprise’s digital infrastructure (e.g. when a user-facing web interface is down or slower than usual).

As a company’s 1Desk implementation gains more automations, it becomes more adept at addressing anomalies. Each new automation enables 1Desk to address problems at machine speed, providing users with uninterrupted services and freeing human colleagues to apply their experience and expertise on complex or unique IT needs.

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