Managed services
to provide the industry’s ideal unified offering. Though this will not replace experienced staff, it will reduce the cost and provide better support for common support services and information, things which are not propriety. A great example is how to troubleshoot or configure a Microsoft product – this is open information, versus explaining a company’s tuition reimbursement policy, which of course is proprietary. Our Luma technology knows which information to use and does not expose proprietary information to these open models. Staying on top of the AI curve is critical for all companies to remain competitive, and much of our R&D focus is applying and delivering these technologies to the industry in a manner that works seamlessly in service and support management.
How will managed services evolve over the next twelve months? MSP are clearly growing their breadth of offerings and they still have numerous opportunities to expand. During past three years we saw a big increase in cloud computing and the cloud-managed services market. For many organisations, Covid and the expansion of remote and hybrid workers created a rapid need to move to the cloud which requires enhanced support to configure and operate cloud environments. Managing data in the cloud, providing access and insights, becomes an increasing challenge which represents an opportunity to add more value. Hybrid models are becoming more prevalent in the MSP space where
the MSP takes on part of the duties of the IT organization, particularly routine break fix support and routine services, while complex internal functions and complex tier-2/3 incidents are still handled internally. This is often seen as the best of both worlds where the MSP can cookie cutter common IT functions and cloud operations and deliver them at an economy of scale a single IT department cannot duplicate. But at the same time, an MSP can’t afford to get too deep into each customer’s business. This win-win will likely grow and evolve, but it does present some challenges. To start, the role and responsibilities of the IT organisation and the MSP
must be well established but seamless to users. Finger pointing must be avoided, so requests must get to the right group and moved between groups when needed. Collaboration between internal and external teams becomes vital as there are always situations where both teams must be involved. This can’t be done effectively manually. More intelligent offerings are needed to provide the agility and intelligence to assign requests, transfer requests and collaborate across teams and share information. Importantly, the systems must be configured to optimise a federated services approach, which is more demanding than an internal implementation of a service desk.
What can Serviceaide offer to fulfil these evolutions? Improve service and enable an increase in self-service – Serviceaide is on a mission to improve the non-technical end-user experience. Think of the hours of lost productivity that occur when an employee can’t access a necessary application or is having trouble with Wi-Fi. By leveraging the Serviceaide virtual agent and/or the AI-powered self-service portal, users are provided with immediate, relevant information and automated services to keep employees doing their jobs. Reduce the cost of service – Serviceaide offers a cost conscious set of
products to meet the needs of businesses and managed service providers. By leveraging new technologies, such as AI and machine learning, Serviceaide has enterprise-ready functionality with different service modules to meet the diverse business use cases. With the flexibility and the scalability Serviceaide
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provides value with speedy implementations, measurable ROI, and improved service for both IT analysts as well as end users.
Which elements of the recent upgrade are of particular relevance for partners looking to develop and extend their own managed services capabilities? Serviceaide’s recent Kruger Portfolio Release (Winter 2022) is a collection of new industry leading AI-based capabilities. These robust features allow organisations to modernise service management by easily creating more effective digital user-experiences to improve self-service, enable a wider variety of cost-effective automated processes, and deliver easier application management. Luma Virtual Agent is now automatically integrated with ITSM service
catalogs. Luma is now able to read a service catalogue, understand the intent of the services within it, and while conversing with a user, offer a catalogued service to the user that matches their need. This seamless process requires no training of Luma, and once read, the contents of the catalogue augment all other skills and knowledge that Luma has. Since Luma automatically stays synchronised with the ITSM catalogue, implementation cost and times are dramatically reduced, ongoing maintenance is minimised, and existing and future investments that organisations make into their service catalogs is protected. Already integrated into Serviceaide’s ChangeGear, Point of Business, and ISM systems, Luma can read any modern ITSM catalogue. Serviceaide’s AI-powered virtual agent is now available in a convenient
mobile app. Today nearly all organisations have employees that work partly or entirely outside of the office, making it difficult and inconvenient to provide quick and easy support without a robust mobile capability. The Luma Mobile App puts a virtual agent in every user’s pocket. Now, employees are well supported around the clock by a virtual agent that can identify equipment via barcode and QR codes, upload images visually representing an issue, and geo-locate the user or device needing assistance without the user manually entering any information. Effortless and accurate rich content allows precise, rapid and cost-effective service. Other important additions include giving users the option of typing or
speaking as they interact with Luma, high resolution camera access, barcode and QR code support, user location awareness and the ability to easy file uploads.
What upgrades can be expected in the next release? A new Design Studio will set the bar for creating service solutions. Authoring and maintaining processes within your service management platform will be easier than ever, reducing the complexity of solution setup. Visual designers will play a key role in building automations, approvals, invoking AI (Artificial Intelligence), and more. Extended functionality comes in a catalogue of automations that will expand over time. Equipped with enhanced discovery and management of Personally
Identifiable Information (PII) will give the control to organisations to meet upcoming new and revised compliance standards protecting and tracking access to sensitive data. Managing assets in a hybrid cloud environment using containers and
virtual desktops is becoming critical for MSPs and IT organisations. Asset Discovery Expert will provide the needed automated discovery and seamless management in a Configuration Management Database (CMDB), and an asset management solution to handle the security and cost-effective operations of these advanced configurations.
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