IPsoft’s 1Desk is designed to connect IT teams and virtual engineers in a collaborative environment. Within 1Desk, users can perform extremely simple tasks, such as automating password resets, or more complex tasks, such as the automation of rapid responses to network downtime. The goal is to prevent IT issues or resolve issues automatically — or with as little human labor as possible.
More than just an IT operations tool, 1Desk combines the benefits of autonomics with a cognitive agent, Amelia, who is designed to provide on-demand support for IT and back office users. Rather than sending an email to the help desk, or logging onto software to request help from a series of dropdown menus, users tell Amelia what they need and she helps to resolve the issue.
In this post, we discuss the two most important reasons why cognitive technology is crucial to an autonomic environment, and why you should choose a solution that puts Artificial Intelligence (AI) at the heart of every IT task.
Ease of Use
When using 1Desk, Amelia is the first interaction employees will have when requesting IT support. Your employees will ask Amelia a question such as, “Amelia the website is down. Can you help me get it back up?” If Amelia can resolve the issue, the employee will never wait in a queue; Amelia will resolve the task on her own.
If Amelia can’t resolve the issue, she’ll find the right professional to resolve the task. The IT team will not need to scramble to find someone who’s available and has the proper knowledge. More importantly, neither your back office employees nor your IT professionals will have to navigate an archaic IT operations dashboard to find the help they need (although 1Desk provides a dashboard where IT support personnel can monitor all of the platform’s activity).
Connectivity Between Systems
Amelia is the UI that connects each individual 1Desk user to the enterprise as a whole. For employees not directly involved in developing or maintaining 1Desk, Amelia will be their UI to the company’s autonomic framework. She empowers users to independently execute tasks, resolve issues and answer questions across all departments and, more importantly, across systems.
Instead of opening a website monitoring tool, a CMDB, and an anomaly detector in order to handle cross-functional tasks, an employee will be able to speak directly to Amelia to find out why, for example, the company website is acting strange, tell her which assets are acting erratically and set up alerts in case something similar occurs in the future.
Think of the amount of time saved not having to be trained on each new system. Think of the day-to-day time recouped by not having to log into each system, by not having to click between each browser tab, and by not having to manually run processes in every system to create an end-to-end resolution. Your employees will be grateful for the cross-functionality, and you’ll be thankful for the improvements in speed and performance.
By adding cognitive functionality to your autonomic systems, you make IT operations easier to coordinate, and you make technology easier for your team to use. This is a winning equation for everyone involved.