iAutomate Overview

iAutomate is an Intelligent Runbook Automation product which is equipped with Artificial Intelligence, Machine Learning and Natural Language Processing capabilities for simplifying and automating the Incident / Service Request / Change Request Lifecycle Management. It leverages its NLP capabilities for analyzing and understanding the context of a specific ticket, recommends the most relevant solution and even triggers the execution, thereby enabling Zero Touch Automated Remediation. It also provides AI-driven Knowledge Recommendation by recommending relevant knowledge articles from various repositories, both internal and external, as and when required by human agents.

When no runbook is available for automated remediation, it searches & downloads relevant executable codes and scripts for subject matter experts to validate, customize, approve and publish for future use.

Figure 1. iAutomate Workflow

Intelligent automation powered by HCL iAutomate can make a tremendous impact in an enterprise adjusting to the New Normal:

  • Reduce Costs
    • Achieve up to 30% reduction in service desk related costs
    • Quick and High ROI
  • Mitigate Risks
    • Avoid operational risks and ensure compliance by avoiding critical outages
    • Reduce escalations and improve SLA compliance by up to 20%
    • Achieve up to 85% reduction in MTTTR
  • Drive Efficiency
    • Automate redundant tasks and let employees focus on more creative activities
    • Reduce manual effort by 30% to 60%
    • Improve customer satisfaction by up to 50% by providing faster incident and service request resolutions.
  • Rapid Time to Value
    • Quick implementation in 6 to 8 weeks*
    • Leverage 3500+ reusable and configurable runbooks out of the box
    • Achieve zero-touch automation state in 4 to 5 months*

*Conditions Apply