With each new incarnation of IT support products, we’re finding that the expectation from end users, concerning issues and resolution cycles times, are getting shorter and shorter. End users are now looking for their problems to be solved in 30 seconds or less. Scripting for specific solutions and reactive policy engines, are not flexible enough to anticipate the dynamic changing nature of IT environments. Which, is why a level of intelligent automation needs to be deployed that can adapt to these changing conditions to decrease cycle times and meet expectations of the end user. Today, I sat down with Joseph Mohacsi, Senior Automation Specialist at IRPA AI, to take a deep dive in how to achieve optimal end user support with IT support tools.
