Engage and support your IT users with AIOps.

ITIL based ticket life-cycle management

Able to create ticket automatically from the back end (events or anomaly), manually using the UI, and integrated with a L1 bot which create tickets. Also manages the life-cycle of the tickets.

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SLA management

Helps you to define service level objectives and comply with the service level agreements(SLA) for each tickets.

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Escalation management

Enable you to configure different functional and hierarchical escalations and automatically send notifications as and when the escalation rules are triggered.

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Integrated L1 support automation

Integrated with cognitive L1 bot that answers different questions based on the L1 skills and logs tickets if required. Also forward the interaction to live agent if it cannot answer.

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IT knowledge graph

Able to create a repeated support knowledge based on an in built knowledge graph. The knowledge graph is constructed over a period of time using historical data analytics and continuous learning.

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Service management analytics

Helps you to analyze service management operational metrics, and service level metrics to comply with the service level objectives and agreements.

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Task/work flow management

Define and automate IT tasks and work flows to achieve specific goals (e.g. patch install) and continuous goals (e.g. backup)

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Change Lifecycle management

Allow you to setup and enforce the lifecycle on a change request and audit trail the change process to revoke the change if the change did not meet its objective or impact the stability of the system.

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Change Risk Assessment

Helps you to analyze the change risks and impacts before the actual change process and appropriately manage the change lifecycle.

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Service Desk Agent Performance Analytics

Gain insights about the comparative performance of the Service Desk agents including agent behavior, and agent productivity.