IPsoft Partner Spotlight: nDivision CEO Alan Hixon

By Aphrodite Brinsmead, Senior Analyst Relations Manager
February 19, 2019 • 3 minute read

IPsoft’s Partner Program is a conduit to collaboratively build tactical enterprise AI deployments. nDivision, an IT automation managed services provider, is a valued partner for IPsoft that has delivered multiple customer benefits through the use of IPcenter.

IPsoft’s Partner Program is a conduit to collaboratively build tactical enterprise AI deployments. By combining our world-class technology with partners’ industry experience, we can address the growing demand for AI and bring our joint solutions to a larger audience. This new Partner Spotlight series will regularly showcase our collective client engagements, successes and expertise.

nDivision, an IT automation managed services provider, is a valued partner for IPsoft that has delivered multiple customer benefits through the use of IPcenter and automation. We recently spoke with CEO and founder Alan Hixon about his company’s history, current customer challenges, and how nDivision’s partnership with IPsoft came to be.

Describe nDivision and how the company has evolved.

nDivision was founded in 2011 to provide managed IT services to businesses. The company began working with small and mid-sized businesses but has grown significantly. Today it provides managed services to both SMBs and very large enterprises, including one of the Fortune 500. Since 2014, nDivision has been using IPcenter to create more efficient IT services through automation.

As nDivision grows, we continue adding new services, such as shifting workloads into the public cloud by managing the transition, as well as any technology that remains in the private cloud. The company is also expanding beyond IT operations to cognitive services and business process digitization.

What are some of the challenges your customers are facing today?

Everyone wants to get more for less, but our customers have several unique challenges that we can help resolve, such as:

  • Reducing the portion of their IT budget focused on “keeping the lights on” so they can maximize their spending on more valuable IT services to differentiate the business;
  • Staying secure, compliant and supporting multiple technologies with a very small IT budget and team;
  • Finding talented IT staff, and managing costs and workload as the company grows;
  • Managing IT operations in-house is inefficient and a distraction from business-focused initiatives; and
  • Their incumbent Managed Services Provider hasn’t invested in or perfected new technologies and is still leveraging an out-of-date offshore labor arbitrage model.

How does nDivision help customers?

We enable clients to reduce the cost of their IT operations while improving service levels and allowing them to be more agile and responsive. Typically, in large enterprise accounts we are achieving somewhere between 60-80% complete automation of IT incidents with no humans involved.

Typically, in large enterprise accounts we are achieving somewhere between 60-80% complete automation of IT incidents with no humans involved.

At a large oil and gas company, we’ve been able to reduce the cost of IT operations by 60% using IPcenter. At the time of going live, they had 1,500 unresolved IT tickets in their backlog and, within a week, we halved it to 750. The company is now able to focus on innovative business projects rather than keeping the lights on. For the same company, we created an automation to monitor weather and wave heights near their oil rigs. If the weather conditions deteriorate, we automatically alert IT operations and the staff on the rig that there may be an impending satellite connectivity outage. When the weather conditions normalize, we check that connectivity is operational and the ticket is closed automatically, otherwise the issue is escalated to a human to investigate.

Why did you choose IPsoft as a partner?

We were frustrated by having so many disparate IT tools to manage and it was taking a long time for new engineers to become productive. We were impressed with the way we could manage a wide range of IT operations functions through a single pane of glass with IPcenter. Now new Managed Service engineers are up and running in less than a month, whereas before it took three to six months. Today we use IPcenter to provide IT services to more than 100 customers across 45 countries and 6 continents.

We selected the IPcenter platform because it’s the market leader in IT automation but we also like the company culture. It is a true partnership and we feel like all the people we work with at IPsoft really care about our business. IPsoft is a forward-looking, ambitious and agile organization. It has already created the next generation of technologies for its partners and customers with 1Desk, 1RPA and Amelia. Other vendors in IT operations are trying to close the gap, and IPsoft is moving on to newer technologies and embracing machine learning, AI and cognitive.

How do you see AI technologies like 1Desk changing the workplace?

We’ve seen IT become more fragmented with the proliferation of SaaS (Software-as-a-Service). HR, finance, sales and marketing departments all have their own, separately managed applications and often there is no unified strategy. Technology is becoming an important factor in determining the success of a business. With tools like 1Desk, IPsoft is helping put the CIO back at the center of the technological landscape so that IT becomes more cohesive across the organization.

IF YOU WANT TO KNOW MORE ABOUT 1DESK, PLEASE REQUEST INFO HERE.

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