IT teams were inundated with tickets before Covid19 hit the world. Post Covid19 things became that much more challenging with all the workforce trying to be productive from homes. Some of the smart teams accelerated the trends towards automation and once things settled down, they started driving more and more automations.
Yes, we solved the omnichannel website chat interactions with chatbots and put in Slack (Teams started catching up) to drive more collaboration. But it was tiresome to keep doing the same things – what we call the known unknowns to solve a lot of the recurring incidents which hit the IT help desks.
80% of the tickets are ones where require the helpdesk teams to check certain things to make sure that it is a valid ticket in and then resolve them to prevent recurring. Yes, there are alert noise from the monitoring systems or cloudwatch that you cannot ignore to catch something early. You can’t just throw some analytics around it and ignore them. You have to look at each one of them, go through the various steps to make sure it is kind of valid/invalid and take action based on the investigation.
We can do some correlation and similar analysis for near time incidents but who gets the work done when the helpdesk gets hit by thousands of tickets and they have to jump through 4-5 different systems to figure out what’s happening.
Smart resolution bots reduce the burden on the IT teams to go through the hoops for each of the tickets reducing the risk of ignoring the one ticket that can start a big disruption. The smart bots look at the tickets in ITSM tools like ServiceNow, classify them and trigger off the bot workflows that a typical L1/L2 engineer goes through. 60% of the tickets are resolved automatically and updated on the ticketing system to be used for future resolutions. There is a lot of other things the smart bots do like correlation, reducing alert noise, etc. and the fact that you can add your workflows in a no-code/low code designer with pre-built integrations that we can talk about in another blog.
For other tickets the smart bots perform the checks and post results on the tickets so that it becomes easy for any of the engineers to quickly resolve them with a lot of the grunt work already done. Our customers are realizing over 50% savings in costs and 90%+ time savings through the Hyperautomation.
Our customers are rolling out smart bots for various use cases from solving cloud operations issues to security issues to application upgrade automation through use of smart bots from our Hyperautomation platform.
Get in touch with us at firstname.lastname@example.org to get insights on how you can leverage Hyperautomation for your company!