Let 1Desk Elevate and Unify Your ITSM Investments

By Juan Martinez, Senior Writer
July 1, 2019 • 3 minute read

1Desk unites operations management and IT service management into a singular and seamless end-to-end ITSM platform. Existing ITSM and monitoring solutions can be easily integrated, so the platform protects previous IT investments.

1Desk unifies existing IT service management (ITSM) into a single autonomic backbone. This centralized approach empowers enterprises to automate high-volume IT tasks across departments, tap into Machine Learning to automatically create new automations, and open access to all users through Amelia’s conversational interface.

1Desk unites operations and service management into a singular and seamless end-to-end ITSM platform. Existing ITSM and monitoring solutions can be easily integrated, so 1Desk protects previous IT investments. 1Desk’s ability to connect various IT tools is a critical component of the platform’s functionality. From data and content, to server management, to device procurement, 1Desk can push and pull information between systems to ensure that no problem goes undetected, and then resolve issues via automations.

Here’s a basic example: If a company’s web hosting tool falters, and the issue is first detected in the application performance management (APM) system, a user will notify Amelia that there is an issue in the APM tool. Amelia will send 1Desk’s virtual engineers to scout the problem. 1Desk will not be confused or confined to the APM tool. With its end-to-end integration capabilities, 1Desk can seek out the issue within the web hosting tool and apply the required change.

In this post, we’ll examine four key areas in which 1Desk’s end-to-end functionality improves upon an enterprise’s existing ITSM investments.

Constant Improvement

1Desk efficiently executes tasks that previously required human intermediation, but the system can also learn from human intervention during unique or complex situations. If 1Desk is unable to independently resolve a problem, the session is escalated to an experienced human agent. 1Desk will observe the engagement in the background, log and learn the steps taken, and create a new workflow for the company’s automation engineers to approve. At that point, the fix becomes a permanent part of an enterprise’s ITSM procedures.

Proactive Monitoring

At the heart of 1Desk’s self-healing capabilities is IPpredictive and Event Monitoring. Predictive monitoring and analysis are basic IT ops requirements, but 1Desk takes them a step further by allowing virtual engineers to respond to data and run automations. 1Desk is the only solution of its kind that can provide true end-to-end oversight. Thanks to Icinga 2 Monitoring, 1Desk users can perform fast, multi-threaded performance-oriented checks, in most cases thousands of times per second.

IPadmin within 1Desk gives teams total control of their monitoring thresholds. Instead of assigning a human engineer a ticket every time the network becomes congested, 1Desk can automatically process traffic data and solve the problem before a human worker even knows the threshold was met.

IPpredictive uses nine algorithm parameters to stay ahead of anomalies before they cause issues to an end-to-end IT environment. With Grubbs, Histogram Bins and other proven algorithm parameters, organizations can be alerted to looming anomalies and quickly apply pre-configured anomaly suppressors.

1Desk Versus Traditional Event Correlation

If for example a large cluster of servers and digital services fail simultaneously, traditional ITSM tools will notify IT staff, analyze what happened and provide information on what might have caused the failure. Armed with this information, IT staff can then begin to figure out how to fix the issue. If the same issue presents itself several weeks later, the same process can be repeated.

Conversely, 1Desk notices the server and digital services failure, and attempts to remediate these issues based on previous automations that human engineers have approved or created. If 1Desk can fix the issue, it will, without any involvement from human engineers. If 1Desk can’t resolve the issue, the system will notify a human engineer, monitor the fix and determine if it can be automated. If the automation expert on staff determines it can, then 1Desk will respond to similar issues using the “new” automation.

In the future, human engineers will only need to be involved when there is a deviation in how the fix needs to be applied. That deviation will be recorded and can be used for future automations as well. 1Desk will still record all of the data and make it available for IT staff to analyze, but it goes beyond simple reports and notifications by addressing the issues automatically and actually solving problems itself.

End-to-End Integration is Crucial

With 1Desk, your IT experts will no longer need to scour through logs of unstructured data in multiple systems to find the cause of an issue. The platform will use its Machine Learning and data analysis capabilities to scan logs across your IT ecosystem to determine the issue in mere seconds. Before your experts are able to make it past the log’s first thousand characters, 1Desk will have found the cause of the issue, discovered a resolution, and notified your experts that it is prepared to institute a fix.

1Desk can elevate and unify ITSM across an enterprise, delivering superior levels of efficiency in addressing IT-related issues, which ultimately can produce better productivity among a company’s IT staff and the overall workforce.


Previous Next

A Beginner’s Guide to Conversational AI

Crossing the bridge between digital assistants/chatbots and real Conversational AI requires a fuller understanding of how the technology works and its potential business value.

In our latest white paper, A Beginner's Guide to Conversational AI, we explore these subjects for companies pursuing a near- or long-term technology strategy that includes Conversational AI solutions and Digital Employees.

Download our white paper to learn how to generate business value with Conversational AI.