Solution
Service Desk Automation
Our Servicerize bots help you fulfill common service requests from business users like shared folder access, VM creation, AD user creation, user creation in business applications, employee onboarding and offboarding, etc automatically without involving human gents.
This helps you to reduce costs of support, eliminate errors, and achieve greater CSAT due to faster (almost instantaneous) response to users.
NOC and Event Resolution Automation
Our network operations center (NOC) is the focal point for 24 x7 monitoring and management of business applications, databases, platforms, systems, and networks.
ServiceRize bots help in Automation of common NOC tasks and automated resolution of events including :
The automation can be triggered from service request console (one-touch automation) or through the event from monitoring tool or regular maintenance routines.
ServiceRize bots can access institutional knowledge dispersed among your subject matter experts. Bots can recommend appropriate actions based on cognitive algorithms and machine learning technology. We can capture tribal knowledge & left-shift to Virtual agents improving efficiency.
Our NOC team is available 24×7 to handle any incidents not handled by ServiceRize bots.
The automation can be triggered from service request console (one-touch automation) or through the event from monitoring tool or regular maintenance routines.
ServiceRize bots can access institutional knowledge dispersed among your subject matter experts. Bots can recommend appropriate actions based on cognitive algorithms and machine learning technology. We can capture tribal knowledge & left-shift to Virtual agents improving efficiency.
Our NOC team is available 24×7 to handle any incidents not handled by ServiceRize bots.
Tools Selection, Implementation and Integration
ServiceRize consulting team has rich experience over 15 years in ITOM (IT Operations Management) and ITSM (IT Service Management) technologies. We can assist you in the selection/upgrade of appropriate tools in ITOM as well as ITSM.
We have experience in implementing the top 3 ITSM systems such as BMC Helix/Remedy, ServiceNow, and Cherwell. Besides these three, we can integrate with any other service desk using our adapters.
ServiceRize bots can handle over 250+ IT tasks automatically without the intervention of human agents.
Typical Use Cases
Password Resets
AD account Management (create/delete/modify etc.)
Employee on-boarding and off-boarding
Office-365 management
Distribution list management
Health checks (CPU, Memory, disk-space utilization and other parameters for Windows/Linux)
Share folders Management
Compliance check reports (windows/Linux)
Exchange Server Management
Database Management (tablespaces, logs, batch jobs and scripts management)
Network Management (IP, ACLs management, VLAN creation, backup configurations, etc)
Depending on the customer catalog, the ServiceRize bot could be trained to handle the majority of the service desk tickets. We have seen ServiceRize bots can typically handle over 40% of the service desk tickets. The human agent can work on a more critical task which bots can’t handle. This can improve productivity as bots can work 24/7 without fail.
ServiceRize Operational Model
ServiceRize operates on “shift-left” philosophy where most of the mundane tasks at L1/L2 are done by ServiceRize robots. Our competent L3 level technical team is equipped with right skills to handle complex network/server/applications support level tickets.
Virtual Agents
ServiceRize team consists of multiple bots. Each bot is capable of automating common IT tasks (over 250+) successfully without any human intervention.
The virtual agent can handle everything from response to the resolution.
The bots are well trained and have a unique ability to understand “IT language (e.g.Add User to DL, Spin a VM, etc.) Depending upon the customer catalog and context the bots could be further trained to understand requests coming from end-users.
The seamless transfer between a bot and a human agent ensures service continuity.
Human Agents
Virtual agents are backed up by an experienced workforce for handling tasks not handled by Bots. All support engineers are ITIL trained and have expertise in handling any requests or events related to server/network/database/application support areas. Each shift has a service delivery manager.
The team is well trained to train the bots.
The entire operation is governed by weekly/monthly status meetings and quarterly business reviews
ServiceRize Support Model
