Amelia AIOps: A Single Intelligent Framework for Your Enterprise

By Evan Dashevsky, Senior Writer
March 29, 2019 • 3 minute read

With Amelia AIOps (formerly 1Desk), your enterprise can integrate disparate shared services and IT operations into a single unified intelligent platform. Furthermore, Amelia provides the platform’s single conversational interface, which gives users access to the breadth of your company’s digital infrastructure.

IPsoft Digital Workforce SummitDuring the course of a company’s development, it will build, purchase or otherwise incorporate various digital systems responsible for optimizing a specific business area — for example, one system for HR, another system for managing the internal IT Service Desk and yet another one for Customer Relationship Management. While this approach to digital transformation may provide benefits within a specific department, it adds inefficiencies to the organization as a whole.

According to one recent study, a majority of organizations are managing between one and 200 applications, nearly a quarter handle between 201 and 500 and 15% reported as many as 1,000 under management. These are sprawling digital ecosystems which can be inherently detrimental to future growth. Too often, each individual application has no way of directly communicating with other applications, which means workflows can only be automated as far as the next system gap.

Furthermore, complex and siloed ecosystems require employees to be trained on the nuances of each individual system for their true value to be realized — if they have access to them at all. Fortunately, there is a solution to this problem: An intelligent enterprise framework like AIOps can integrate various IT operations and shared services into a single unified backbone, which provides systemwide automations and a single comprehensive interface for all employees.

At this year’s Digital Workforce Summit (DWS), enterprise leaders will present the lessons learned from their AI journeys, including the use of automation and cognitive technologies to unify their organizations and elevate worker productivity. With DWS on the horizon, in this post we’ll delve in a bit further into how AIOps can reinvent business processes through unification.

No More Silos

Companies aren’t necessarily at fault for the siloed nature of their digital infrastructures. Until recently, there wasn’t much need to consider the possibility of automating workflows across the entirely of an organization because technology didn’t allow such expansive integrations. There was no reason for decision makers to avoid the best-of-breed approach toward IT investments.

However, we now have mature autonomic solutions like AIOps that address productivity challenges in a wide number of areas, and also seamlessly integrate existing legacy systems into a single autonomic framework. This means that companies can begin creating complex automations which impact numerous departments.

A notable example is employee onboarding. This process previously would require time and resources from numerous departments and workers: IT would need to secure hardware for a new employee and provide relevant account access and authorizations, Facilities would need to secure a physical workspace, Payroll would need to enable direct deposit and HR would need to provide info on workplace policies, just to name a few.

With a framework like AIOps, the above workflow could be executed by a single HR manager, who can enter a new employee into the platform and prompt automated workflows across multiple departments and relevant applications. This is a far more efficient way of doing things, providing for faster resolutions, transparent recordings of completed tasks and the elimination of errors.

A Single Interface

Not only does AIOps combine numerous applications into a single autonomic platform, it also provides a single unified interface. AIOps comes standard with AmeliaTM, IPsoft’s industry-leading virtual agent who allows any user to engage with digital systems using natural language.

Amelia provides a comprehensive conversational interface for AIOps' autonomic framework, which means any individual user can access internal services without leaning on the work of colleagues in those departments or even having to be trained on those applications.

To further the HR example above, an HR manager could tweak onboarding processes pertaining to other departments with little-to-no intermediation: “Amelia, please include the Adobe Creative Suite on laptops for all new Creative hires,” or “Amelia, please restrict access to shared drives for all temporary employees.” These tasks could be far more involved and complex without a single interface through which all of these customizations to the onboarding process can be directed.

This easier access to a company’s full suite of applications and services magnifies the potential of individual employees. It also allows them to begin using systems on their first day, with little to no training. Perhaps you can see the potential for this kind of a deployment within your organization. We hope you can join us at this year’s DWS to learn how autonomics plus conversational AI can transform your business.

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