If you’re searching for an IT operations solution, you’ve probably come across dozens of vendors that claim to offer various forms of automation or Artificial Intelligence (AI). Given the expanding nature of the market and available vendor offerings, you’ve probably researched solutions that deliver both in one package. Unfortunately, many vendors that claim to offer automation and AI aren’t bringing both together into one cohesive manner. They’re using automation to repeat the simplest IT tasks, and they’re using rudimentary AI to triage incoming requests. While that might be effective in the short-term, it’s far from a sustainable end-to-end approach for the longer-term.

IPsoft’s 1Desk, our end-to-end IT operations solution, combines automation and AI in order to bring true machine intelligence into every aspect of your organization’s technology infrastructure. We’ve used what’s known in the industry as Intelligent Automation to allow 1Desk to monitor, decipher and master business processes. 1Desk broadens the remit of human employees by offloading mundane tasks to machines.

Here’s how it works: We use AI’s ability to learn processes and apply knowledge in an appropriate context with its ability to search for ways to improve said processes. Within the context of your business, you likely apply some form of automation to the work you do. You’re likely using out-of-the-box automations provided by IT vendors to perform basic tasks by repeating the same processes over and over again. This is great for a short period of time. But when your company tweaks something in the IT environment, or if you need to upgrade software within the ecosystem, the automations will have to be reprogrammed, which takes time and effort away from other higher-value projects.

Intelligent Automation studies active automations and proactively seeks enhancements or shortcuts. If it finds an enhancement, it alerts human labor and asks if the enhancement can be applied to future processes. If the platform can’t fix an issue on its own, it will watch how human engineers resolve it and copy the process in order to apply it to future problems.

Intelligent Automation in 1Desk

1Desk integrates our clients’ backend enterprise systems into a single intelligent platform. Powered by RPA, autonomics, cognitive AI and Machine Learning, 1Desk automates IT and administrative tasks with a single command to Amelia, who provides an interactive front-end for the platform. Employees can perform tasks and report issues by directly accessing a cognitive agent who can launch end-to-end processes and solve problems without involving IT staff. The end result: No more tickets.

Our clients use 1Desk to leverage the platform’s out-of-the-box automations and create new ones. Behind every automation is machine intelligence. So, if an automation resolves 90% of a problem, but the last 10% requires a custom fix, the Intelligent Automation in 1Desk observes a human engineer fix the final 10% of, learns how the fix was created, and asks if it can be copied and saved as an automation.

Think about this in terms of an actual use case: If 1Desk notices a server and digital services failure, it will attempt to remediate the issue based on previous automations that human engineers have approved or created. If 1Desk can fix the issue, it will, without any involvement from humans. If 1Desk can’t resolve the issue, the system will notify a human engineer, monitor the fix and determine if the fix can be automated. If an automation expert on staff determines that this is the case, 1Desk will respond to similar issues using the “new” automation. Human engineers will only need to be involved when there is a deviation in how the fix needs to be applied, and then that deviation will be recorded and can be used for future automations as well.

The learning in 1Desk doesn’t stop there. The platform records all data and makes it available for IT staff to analyze, but it goes beyond simple reports and notifications by addressing the issues automatically and actually solving problems itself. Simply put, the more you use 1Desk, the smarter it becomes and the more automated your event correlation will be.

Each time a human worker provides a fix, whether it’s unique or an adjustment to an existing automation, 1Desk becomes a better system than it was prior to the incident. As more fixes are added to 1Desk’s knowledge base, fewer problems will require manual intervention.

In terms of business benefits, Intelligent Automation and 1Desk free up time for your staff to focus on critical or revenue-generating tasks. Your best or most skilled employees will no longer need to spend their days recovering deleted emails or setting up printer access. They can focus on making systems run faster, preventing future problems and developing new products. 1Desk handles the busy work so that humans can handle the creative work.

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