The Resolve Automation Platform: Automate Service Desk and Network Operations
Overview
See how Resolve’s IT automation platform reduces ticket and alert noise while helping teams scale IT operations with automation. You’ll see IT process automation in action, from employee requests in Teams to event-driven network operations automation. Finally, you’ll see how our platform investigates alerts, recommends safe actions, and executes approved changes.
We’ll show you how Resolve approaches:
- Service desk automation via Rita (Microsoft Teams) for high-volume requests like SharePoint access without creating a ticket
- Automated troubleshooting for common issues (e.g., slow laptop) using endpoint tool integrations
- Technician Assist for network alert triage: correlate noise, find similar incidents, and propose a resolution path
- Human-in-the-loop guardrails: preview the exact device and commands, then require confirmation before execution
- ROI visibility: attribute time and cost savings to each workflow in a live dashboard
Get an exclusive, behind-the-scenes look at how automation and orchestration can help you scale your operations efficiently.
Key Takeaways
- Tickets are a record, rather than a resolution. Modern operations need to be reframed around eliminating repeatable work so that teams spend less time processing tickets and more time preventing issues.
- An IT automation platform matters most when it connects intent → workflow → action. Rita handles front-of-house requests in Teams, while orchestration drives controlled execution and traceability behind the scenes.
- High-volume workflows deliver the fastest impact. Access requests and common device issues can be fulfilled end-to-end, reducing demand on the queue while still supporting approvals where needed.
- Network operations automation gets practical when AI can learn from prior incidents. Technician Assist speeds triage by finding similar alerts, extracting what worked before, and running safe read-only diagnostics automatically.
- To scale IT operations with automation, you need measurable outcomes. The ROI dashboard ties workflows to time/cost savings so leaders can prove value and prioritize what to automate next.
FAQs
Q: How does Resolve prevent risky changes when automation touches infrastructure?
A: With human-in-the-loop guardrails: RITA can run safe, read-only diagnostics automatically, but when a workflow will affect change (like a VLAN reassignment), it presents the exact device and commands and requires explicit human confirmation before executing.
Timestamp: 16:06–18:26
Q: What happens when the virtual agent can’t resolve an issue?
A: Resolve supports agent handover. When a scenario falls outside the “happy path,” the conversation can be handed to a live technician in the same chat experience, with context preserved. The technician can also trigger the same automation and workflows shown in the demo.
Timestamp: 22:09–23:36
Q: How does RITA learn and how can teams fine-tune decision-making for accuracy?
A: Teams control what the agent is allowed to do and which paths it can take. Over time, the platform learns from successful outcomes (like shortening troubleshooting to the steps that work most often) and can be tuned for org-specific language and policies.
Timestamp: 23:49–26:00
