Cognitive IT Operations Platform – Symphony SUMMIT
The role of the CIO and IT leader

The role of the CIO and IT leader is transforming rapidly. As digital businesses grow, expectations from consumers have increased. There is an ever-increasing need for enterprise systems which are easy and intuitive as other consumer applications such as e-commerce or social media. Besides this, one needs to deal with the proliferation of the new end points emerging like mobile and IoT. Along with the recurring challenges of end point compliance and security. To deliver on all these parameters, you need to add agility and intelligence to your IT operations.

Welcome to the world of Cognitive IT Operations with Symphony SUMMIT

The next generation Cognitive IT Operations platform from Symphony SUMMIT leverages a host of cognitive capabilities to deliver the experiential IT services for your employees. From Artificial Intelligence to Machine Learning and Chat, Voice and Knowledge Bots to Robotic Automation Capabilities, SUMMIT can automate, assist, administer and optimize your IT Operations Management for your organization. Symphony SUMMIT Cognitive platform adds intelligence to tickets, event logs and monitoring. Using Artificial Intelligence, the SUMMIT platform continuously learns, makes prediction and delivers faster services.

Automation of IT Service Desk

Imagine a system that automatically fills in issue details and prioritizes tickets. Dynamically update the knowledge base and improve productivity of service agents. Catch and auto-dispatch for efficient and quicker resolution. Prioritize tasks in the agents’ queue to ensure SLA commitments and higher customer satisfaction. How about a system that analyses the top five reasons of why an incident occurred along with possible remediation?

Predictive Analytics and Self-healing of Applications & Infrastructure monitoring

Symphony SUMMIT Cognitive platform can carry out predictive analytics by performing AI driven monitoring. It can self-heal by utilizing AI enabled auto-healing capabilities. It can optimize system & infrastructure utilization (CPU, Memory, Storage, Bandwidth, etc.) to reduce OPEX spend. Track application & infrastructure performance and step in with auto-corrective actions & notifications as needed.

Automate Assist Auto incident resolution Knowledge Base augmentaion Auto-Routing Agent assist Ope r ational intelligence Insights Administer Optimize Applications Systems Inf r astructure Endpoints P erformance A vailability Asset Utilization SUMMIT Cognitive Platform

Gartner predicts that by 2019, those IT service desks utilizing
machine-learning-enhanced technologies and AI will free up to 30% of
support capacity.

Contextual Interactions

Proactively help end users resolve incidents while
keeping them engaged during the entire ticket
submission process with automated contextual
response and notification.

Intelligent Servicebots

Designed to act as L1 customer care to intelligently
understand the issues & take actions based on
pre-defined scenarios & rules.

Real-time Field
Recommendation

Provide real-time recommendations for field values
based on historical analysis. The field recommendation
engine learns as more details are completed in summary &
description fields.

Intelligent Help or Suggestion
Center for Staff

Empower staff with real-time suggested
recommendations for tickets based on an advanced
analysis of ticket history, knowledge base and user
interactions.

Automated Intelligent
Assignment

Use analytics to assign tickets. Enable automations to
determine ticket load balancing. Organizational data &
historical staff records are used contextually to determine
the right person for the job..

The role of the CIO and IT leader

Smart Dashboards

Configurable, personalized, and real-time dashboards and
workspaces enables better planning, prioritization and
gain critical insights into work, customer sentiment and
team activities.

Sentiment Analytics

Perform text and NLP analytics to analyze the end user
sentiments from the request information and feedback.

The role of the CIO and IT leader