HIRO for IT Service Management (ITSM)
Minimize resolution time by automating levels 1 & 2 support task in IT Service Management (ITSM)
Minimizing resolution time is a key challenge in ITSM, to drive down costs and ensure high customer satisfaction.
There is significant time lost in assigning a ticket to right team. Often tickets end up being assigned to wrong teams resulting in multiple rounds of triaging. Also, due to lack of intelligence in current automation tools, multiple tickets are created for same incident if it is reported more than once. All these factors when accumulated results in considerably higher resolution time.
Another major challenge, with commonplace ITSM automation tools, is their static nature which makes it extremely difficult to scale through different scenarios. Experts end up spending considerable time in manually orchestrating these tools resulting in low quality root cause analysis.
Real-time root cause analysis
Intelligent triaging of IT tickets
Scalability to tackle vast range of ITSM problems
HIRO’s advanced AI provides a sophisticated solution to ITSM problems and scales up experts’ knowledge.
HIRO automates root cause analysis close to real time. Thanks to its curious learning algorithms, it can perform a complete Root Cause Analysis in a matter of seconds.
The advanced triaging capabilities of HIRO addresses the tickets much more efficiently. Thus, leading to full visibility of all the external systems and sending the tickets to the right recipient.
HIRO has the ability to solve entire range of ITSM problems. It can tackle the widest spectrum of requests, from a simple “user creation” to the most critical Level1, Level 2 or Level 3 issues.
Based on agile automation methodology, our solutions deliver up to 90% automation by capturing knowledge of the subject matter experts
From real time resolution of IT tickets to proactive inventory alerts, HIRO can handle wide range of tasks with its versatile design.