Manual failure diagnosis is an outdated way for companies to determine the cause of problems and how to ensure the problems don’t reoccur. Fortunately, Artificial Intelligence (AI) and autonomics-based solutions such as IPsoft’s 1Desk provide automated systems that can pinpoint issues immediately, search for resolutions without human assistance and apply resolutions if and when automated workflows are applicable.
Before we delve too deeply into 1Desk’s root cause analysis expertise, we should analyze 1Desk’s role in an IT organization. 1Desk is primarily designed to connect IT teams and virtual engineers in a collaborative environment and create seamless, automated and technology-based processes. The goal is to help IT teams fix everything automatically, and if human engineers are required to be involved, the system monitors, learns and extracts data from their manual efforts. In ideal cases, IT teams can approve an automation, so next time the same issue occurs it would be automatically fixed; otherwise, the system analyzes generated content, and if it has value, 1Desk routes it to the appropriate automation engineers.
IPsoft’s cognitive-based digital colleague Amelia observes every action that takes place in 1Desk. She studies every transaction, interaction and automation to ensure she’s up-to-speed on what’s happening within the system. This is an important point, because Amelia is the first interaction your back-office employees will have when requesting IT support. Rather than send an email to the helpdesk, your employees will ask Amelia a question such as, “Amelia can you help me reset my password?” If Amelia has studied the process and understands what to do, an IT worker will never need to be involved. Instead, Amelia will reset the password, 1Desk will create and store a log of the interaction, and everyone can move on to another task.
End-to-End Integration is Crucial
With 1Desk, your IT experts will no longer need to scour through logs of unstructured data to find the cause of a system issue. The platform will use its machine learning and data analysis capabilities to scan logs and determine the issue in mere seconds. Before your experts are able to make it past the log’s first thousand characters, 1Desk will have found the cause of the issue, discovered a resolution, and notified your experts that the system is prepared to institute a fix.
If for some reason 1Desk can’t fix a problem on its own and a human colleague does so instead, it will learn how to turn that human-initiated fix into an automation. Whenever human engineers or subject matter experts resolve issues manually, 1Desk can automatically put those permanent fixes into production (with the approval of automation strategists and conversational journey designers).
1Desk can push and pull information from system to system and ensure that no problem goes undetected, and then resolve any issues via automation.
1Desk’s ability to integrate your various IT operations tools end-to-end is a critical component of the platform’s ability to analyze and resolve issues automatically. From data and content, to the servers, to the device being used, 1Desk can push and pull information from system to system to ensure that no problem goes undetected, and then resolve any issues via automation.
- For Further Reading: The 1Desk Difference: Automated Event Correlation
Let’s say your web hosting tool falters, but the issue is first detected in your application performance management (APM) system. A user will notify Amelia that there is an issue in the APM tool. Amelia will send 1Desk’s virtual engineers to scout the problem. 1Desk won’t be confused or confined to the APM tool. With its end-to-end integration capabilities, 1Desk can seek out the issue within the web hosting tool and apply the required change. Your APM tool will then see that the change has been made and it will automatically register the resolution.
1Desk combines Operations Management and Service Management with Role Process Automation into a singular and seamless end-to-end IT Management Platform. Existing ITSM and monitoring solutions can be easily integrated, so 1Desk protects previous IT investments. By applying 1Desk as the cable that binds your solutions together, you can gain a bird’s eye view of how your system is running, and take comfort in knowing that end-to-end fixes will be applied without any confusion in between.