3 benefits of automated issue response

  • IT Management
  • Solutions
  • 2023
  • Bill Hansey
March 30, 2023

Automated issue response: smiling woman with headset on in front of a computer monitor at an office

A hodgepodge of point and legacy tools can hamper IT service and operations teams. Disconnected, outdated systems that depend on manual processes cause IT to falter on incident response times—or not even know when issues exist.

Relying on a patchwork of antiquated tools and systems is like expecting your services and operations teams to run the daily IT sprint as a three-legged race—tied together by the need to collaborate but lacking the agility to do so successfully. Modernizing management of your service operations with automated issue response can help you deliver the rapid service your users expect.

1. Gets to the heart of IT issues fast

With an ongoing talent shortage and an expanding IT estate, keeping ahead of outages is increasingly difficult. Being able to quickly find the root cause of an issue is vital for IT teams to maintain responsive service levels.

Running an automated machine learning and AI solution on the same platform as your service operations can help IT get ahead of impending problems in your technology environment—turning messy challenges into something more manageable, with a fast time to resolution.

Getting prioritized, AI-insights-driven alerts can help teams:

  • Connect hardware or application changes and evolving issues

  • Quickly route tickets to IT agents whose skills best match the issues

  • Empower agents to triage and solve IT issues from anywhere

Experian consolidated its services and operations on a single platform that powers service delivery approvals in seconds.

2. Prevents downtime with predictive AIOps

Relying on outdated technology can leave teams reacting to issues rather than preventing them. How much time do your employees spend at a standstill due to disruptive downtime?

Deploying AIOps can keep incidents from occurring in the first place. Using a modern, automated solution that works with your existing tools can help you anticipate issues, whether alerts are triggered by machines or users.

Predictive AIOps helps IT fast-track incident resolutions by recognizing signs of a problem and quickly identifying its source, getting the right data into the hands of the right people, and collecting data from monitoring tools to automate corrective actions.


The UK’s Driver and Vehicle Standards Agency (DVSA) deflected 55% of service interactions by using a virtual agent.

3. Gives employees 24/7 IT support

In today’s hybrid work world, an intuitive IT service desk interface isn’t enough to equip employees with the rich support experiences they expect. You need to respond to and resolve their requests instantly, provide a catalog of self-service options, and offer 24/7 technology service on any device.

AI-powered automation interlaced with your existing tools on a single cloud platform can deliver anytime, anywhere assistance for on-the-go employees through:

  • A portal and mobile app for self-service

  • Virtual agents for fulfilling simple requests

  • Routing to live agents for more complicated asks

The daily technology experience doesn’t have to be a scramble. AI-guided automation can provide IT services and operations teams with the proactive capabilities they need to deliver fast response times.

Find out more about automating IT service operations, preemptively remediating IT issues, and giving employees 24/7 IT support in our infographics.

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