Automation frees humanity from rote tasks in the workplace by handing off high-volume tasks to machines. As an added bonus for end-users, this inevitably results in faster and more efficient services as machines generally execute tasks with reduced or no errors.
The potential of automation within a business context has accelerated in recent years thanks chiefly to two technological trends: powerful Artificial Intelligence (AI) technologies that execute rote processes and even some complex cognitive tasks at scale, and extensive mobile networks that allow users access to enterprise systems from literally anywhere in the world. These two developments are particularly potent in transforming enterprise-scale IT operations, and when solutions like 1Desk are added to the mix, the potential for transformation accelerates. Let’s review each trend individually.
1Desk: The Next Chapter of Automation
Autonomic enterprise systems such as 1Desk have the ability to automate complex tasks including self-management, self-healing and self-optimization. 1Desk’s AI-powered Intelligent Automation can even automate many aspects of the creation of new automations, resulting in a constantly evolving and improving automation environment.
Automation’s capacity to enact change is made even stronger when the technology is partnered with conversational AI, which permits users an entry to the automation backend through an interactive and integrated front end.
1Desk, for example, comes standard with the market-leading digital colleague Amelia who is the “face” or front point-of-contact for end users. Amelia can discern user intent from a wide range of human inputs, including ones she was not specifically programmed to anticipate. This versatility allows users to simply issue a high-level directive for the system to implement.
User: Amelia, please generate a report of all network outages the system has encountered in the last nine months.
Amelia: The report has been created and emailed to your inbox.
User: Thanks. In fact, why don’t you send that report to me every month.
Amelia: I will schedule a monthly network outage report and email it at the end of every month.
The above example shows how an autonomic system and conversational interface, working together, allow an IT employee to easily forego manual tasks that previously would have taken up far more of their valuable time. These technologies enable IT support staff (with the appropriate authorizations) to amend Standard Operating Procedures (SOPs), so virtual agents can address specific support issues and build new automations based on that amendment.
By issuing commands for low-level tasks to the autonomic backbone and allowing the platform to do the rest, IT staff can build additional business value by focusing on other projects: new product and service development, supply chain improvements or better customer experiences.
Stronger Connectivity for Mobile IT Ops
Not only can workers be made more productive thanks to automation and cognitive AI, but they will be able to do their jobs from almost anywhere — during or outside official office hours. Ubiquitous mobile connectivity lets IT support staff engage with their company’s autonomic backend regardless of their location. This will be particularly useful in the ascendant “no-collar workforce” model which will see organizations increasingly dependent on freelance, part-time and remote workers who are not in an office location.
The ongoing emergence of far more reliable 5G networks could create even more possibilities for mobile IT Ops. Eventually, workers will be able to simply converse (either via voice or text) with Amelia through their smartphones to access automated systems or collaborate with team members around the globe. This means, for example, a single IT member can be on-site building a new security system at the Chicago office while remotely collaborating with a team in Bangalore that is implementing a new server.
Increased enterprise adoption of automation will parallel the accelerated rollout of more powerful mobile networks. As these two trends continue and become interconnected, we’re sure to see various examples and use cases of companies delivering IT Ops “on the go.”