1Desk Out of the Box: What to Expect

By Juan Martinez, Senior Writer
July 20, 2018 • 4 minute read

1Desk is an innovative IT operations solution with many different features and components. From virtual engineers to cognitive AI, 1Desk is a next-generation IT platform. Read this article to find out what you can expect from 1Desk at the beginning of your implementation, and what you can expect in the years and months ahead.

Today’s IT operations employees are grappling with a large set of expectations. They need to increase the scale of the products they build, while operating in machine time, and DevOps needs to update and introduce new products seemingly on-demand. Unfortunately, these operations are met with a difficult set of constraints. There is no connection between front and back-office functions. IT Ops is incapable of producing at the level expected of them due to increased communications and outdated systems. And for many, addressing issues in an on-demand manner is next to impossible.

Companies want to invest in AI-powered autonomic technology and digital colleagues to help resolve these issues. IPsoft’s 1Desk provides these solutions in one platform. During the course of your implementation, 1Desk will become more powerful and easier to use, because the system itself will gather intelligence from your usage and apply that intelligence to IT workflows and other business processes. Before getting too far into the weeds, it’s important to understand what you’re getting when you implement 1Desk as your end-to-end IT operations solution.

What 1Desk Immediately Offers IT Operations

For IT Ops organizations struggling to keep up with employee and business demands, the good news is that 1Desk is a platform that can have an immediate impact upon implementation, because it’s built from the ground-up ready to work.

1Desk changes how IT works today by allowing machines to solve problems that have traditionally been solved by humans. When you implement 1Desk, you’re hiring an army of virtual engineers who will proactively detect anomalies to root out and resolve issues. They are capable of handling issues on their own thanks to the software-defined workflow designer in 1Desk. Virtual engineers automatically generate workflows based on self-learning. They can handle most L1 tasks and around 40% of L2 tasks with absolutely no human intervention. In short, they eliminate wasted time and allow human labor to focus on more creative problems.

1Desk monitors how problems are solved and, if the problem is common, the system recommends that those fixes become permanent automated workflows.

1Desk is also designed to be a collaborative environment. Digital labor works with data scientists, cognitive engineers, automation strategists, and integration specialists to ensure that each member of the team, be they digital or human, serves an important role. We encourage companies that deploy 1Desk to designate this team as the Digital Labor Studio (DLS), a group that can encourage collaboration and keep digital labor running smoothly (more on the DLS below).

1Desk also features a virtual digital colleague named Amelia. Amelia is able to complete tasks through systems integration. She learns from interactions with business users to help resolve issues on her own. She’s available 24/7 on any device and she scales as volume increases. This all leads to easier ticket management. Your staffers and agents can chat with Amelia directly, rather than filling out tickets housed on web interfaces with massive drop-down menus. If you’ve forgotten your VPN password, you can just ask Amelia. No need to send an email to your helpdesk. Don’t fill out a ticket online. Amelia will guide you through the password reset process and store data about this interaction for posterity. Just ask Amelia and she’ll have a virtual agent resolve issues in the following categories: Access Requests, Status Requests, Troubleshooting, Catalogue Requests, and Policy Questions.

1Desk’s out-of-the-box workflows are designed to resolve the vast majority of traditional tasks and issues that plague IT operations. These technical problems take up countless hours each day for employees and the IT departments that service them. Things like password resets, ticket updates, MDM enrollment and support—all of these issues that have traditionally been resolved by IT can now be handled exclusively by digital labor.

What 1Desk Offers Long-Term

After you’ve grown accustomed to using 1Desk, you’ll also be able to build custom workflows to meet your specific IT challenges. Additionally, because of intelligent automation, 1Desk will recommend workflows.

Here’s how it works: With the DLS, a company can create a nexus of technology, process, resources and talent, all of which is designed to drive new efficiencies through intelligent use of different AI and automation technologies. The DLS constantly analyzes the processing, remediation, and optimization of the work occurring in 1Desk. Driven by an interdisciplinary team of automation and cognitive specialists & engineers, the team is guided and aided by ITIL processes and AI technologies. In other words, 1Desk monitors how problems are solved and, if the problem is common, the system recommends that those fixes become permanent automated workflows. If your administrator analyzes and approves the workflow, you’ll never have to manually solve the problem again.

In time, 1Desk will reduce costs thanks to automated processes. Your business will be able optimize human workloads by having Amelia or virtual engineers perform rote tasks like diagnostics or intelligent request routing. As 1Desk follows strict ITIL workflows, you’ll reduce risk by staying in compliance with all regulations, laws and procedures. With 1Desk’s secure connections to necessary data and systems, you’ll reduce operations risk and ensure high proficiency with identity and data management.

What 1Desk offers on day one is the most powerful IT operations solution on the market. What 1Desk becomes after several months and years of usage is even more formidable.


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