The Covid-19 pandemic forced every IT organization to deal with a whole new set of challenges. Angela Abbot of Fujitsu discusses some of the massive changes the global MSP has seen this year and how they've responded by adapting their automation strategies.
We’ve had to adapt our delivery teams and we’ve done a really good job of doing that during Covid, but we wouldn’t have been able to do it without the support from the teams that are looking at things like standardizing our data inputs, helping drive down the reduction of alarm noise, so that teams don’t have to deal with noise tickets, trying to pick up on high volume items that we know we can drive automation through to to reduce those coming through to our front line responder teams.
We have seen a big shift, and one of our big key areas at the moment is we’re looking at the products that we go to market with. If we look at our intelligent support products, where we’re deploying conversational UI and UX in customer environments, so chatbots and virtual agents, our standardized portals that we’re deploying where users can leverage automated services from is absolutely key to embed automation into those.
We’re spending a lot of time building up modularized automation components that can be triggered by users and customers to go off and do things like auto-incident remediation without actually calling our front-line responder teams.