VISION TO REALITY:
Autonomic and
Cognitive solutions
2
Imagine you could increase the volume
of IT operations work processed without
increasing cost. Now, imagine that the lower
cost of processing resulted in negligible
error rates. With no wasted downtime to
rectify errors, imagine the positive impact
on your business operations.
IPsoft envisions a world in which mundane engineering chores
are automated, freeing IT engineers to focus on creative
endeavors and innovation. Since its inception 16 years ago,
IPsoft has become the world leader in the development of
autonomic and cognitive technology, to the point where
IPsoft’s virtual engineers impact 1 in 10 Fortune 1000
companies’ IT operations.
We apply the same philosophy to other business processes so
that our cognitive solutions can take on board routine tasks
currently carried out by knowledge workers. Once more, this
will free companies to focus their human resources on creative
value added tasks.
ONE:
Imagine a more efficient world
3
IPsoft’s virtual engineers
impact 1 in 10 Fortune 1000
companies’ IT operations.
By 2025 cognitive technologies
will absorb activities currently
performed by
250 million
knowledge workers
Now imagine sourcing your new
hires from the cloud whenever you
need their support and training your
call center staff in less time than it
takes to make a coffee.
Imagine being 100% sure that your call center agents will
follow the right compliance process every day of the week
at any time of day or night.
IPsoft believes there should be no limits to what we
imagine because making the impossible a reality is a
challenge we relish.
4
A passion for innovation
IPsoft’s vision of a more efficient world in which IT infrastructure and
business operations are managed by expert systems is becoming a reality.
Long term commitment to research and development has allowed IPsoft’s
researchers to achieve breakthroughs in innovation. By applying these
innovations to large scale operations we help our clients transform their
businesses for competitive advantage.
Today, our virtual engineers resolve 56% of IT incidents without any need
for human intervention while managing more than a million critical
devices.
IPsoft is inspired by the challenge of reaching new frontiers in artificial
intelligence. In the 1950s, Dr. Alan Turing proposed that one day man
would not be able to distinguish humans from machines when asking
them the same set of questions. IPsoft pursues the goal of creating
solutions that will deliver concrete business benefits by embracing
this ideal.
The IPsoft solution allowed a major media
company to move to a highly scalable
managed service solution, saving over 32%
annually. IPsoft has developed nearly 6,000
new automations for the client, eliminating
repetitive tasks for human engineers.
Partnerships
We foster partnerships with the world’s largest IT service
providers on a global scale.
Leading firms including Accenture, Infosys, Cisco and NTT
Communications are deploying our autonomic platform
to create new value propositions for clients across a wide
range of industries.
Together with our partners, we enable enterprises
to rewrite the cost/quality equation of running highperforming infrastructure operations that drive outcomes
more accurately and in response to fluctuating business
drivers.
5
60%
0%
reduction in mean
time to resolution
error rate on
automated tasks
Business outcomes focused
IPsoft guarantees business outcomes for its clients. Our commercial models
are based on the confidence that we can drive significant improvements in
productivity and quality based on our ability to automate work.
Too often deployment of new solutions requires a heavy investment upfront
and a pause of many months before benefits are realized. IPsoft, instead, aligns
payment with the outcomes it delivers. As a result, clients can close the gap
between investment and the return it delivers.
The predictability of our technology provides predictability in outcomes and
cost. This contrasts with labor-linked models for services that may fluctuate
based on wage escalation and other staff costs.
30%
increase in IT operations
efficiency within 90 days
6
IPsoft’s autonomic IT management increases
efficiency dramatically while driving a higher
quality of service, however complex your IT
landscape.
Autonomics dramatically accelerates traditional IT task automation by
enabling much broader and more extensive automation of processes. Legacy
automation technologies relied on rules-based processes, driven by the need
for specialized software developers to write process-specific code, or scripts,
to automate predictable tasks. While scripting has been widely embraced by
both IT departments and technology product companies, it depends heavily
upon software engineers, limiting it to individual tasks and lacking the
leverage necessary to automate wider numbers and types of processes.
TWO:
Autonomic IT Management
Autonomics changes the rules of the game by automating the interaction
between different tools that are in use within the IT environment. As a result,
end-to-end processes rather than individual tasks can be automated, paving
the way for a far greater level of productivity.
Performance improves continually because the system uses outputs from
one activity to inform the next. It adapts and learns based on the successful
execution of activities to create ever more efficient ways to complete a
process.
Autonomics technology progressively learns and becomes more intelligent.
By “watching” the best human engineers solve problems and recording their
actions for future use, virtual engineers capture additional knowledge. This
is then incorporated into new “automata” and so further increased levels of
automation are achieved.
Autonomics also removes the constraints of an individual’s ability to
process knowledge work. Given the increasing complexity of the landscapes
being managed today this is critical. The volume of data upon which an
organization depends is growing exponentially as the Internet of Things (IoT)
feeds a proliferation of devices that need to be managed. Autonomic systems
are able to absorb the complexity of dealing with this explosion in data and
are able to process information in a fraction of the time it would take even
the smartest human.
70%
of our revenues are
reinvested into
technology
Cygate, a leading Scandinavian
IT service provider, deployed
IPcenter to manage Level
0, 1 and 2 activities.
Cygate’s human engineers were
able to service more critical
Level 3 activities as well as focus
upon higher-value activities.
Over two years Cygate’s
revenues grew by 56% and
its increased efficiency of
operations meant that EBITDA
swelled by 118%.
7
For a major financial services
firm, IPcenter lowered the
mean time to resolution of
failed trades from 47 minutes
to under 4 minutes
THREE:
IPcenter
IPcenter is an ITIL-aligned service
management platform that leverages
the power of autonomics to increase
efficiency and quality. It forms the basis of
IPsoft’s services and integrates into your
existing IT landscape so that information
about your operations is consolidated
into a single view.
Virtual engineers
IPcenter essentially provides a cadre of “virtual engineers” that work
like the company’s best engineers, but do so faster, cheaper, and with an
assured quality of output.
Just like human engineers, they can talk to one another and work
together to resolve complex, dynamic problems. Conversely, traditional
automation tools are scripts running individual pre-defined tasks and
sequences.
Today IPcenter is able to process 56% of all events without any human
intervention, freeing up your engineers’ time to focus on higher value
activities.
Accelerated cost-efficiency gains
By automating low level IT support functions our autonomic
systems can assume responsibility for up to 90% of Level 1 events
and 60% of Level 2 events without any manual intervention.
The impact of that efficiency improvement is felt in very short
time. With an existing library of more than 2000 virtual engineers
ready to deploy straight out of the box, IPcenter can deliver more
than 30% efficiency gains in only 90 days.
As IPcenter constantly evolves and improves, it gives customers
access to an ever-growing number of automata. In parallel, the
amount of time your talented human engineers have to focus
on delivering business value increases. This in turn helps CIOs
concentrate on driving outputs that demonstrate IT’s value as a
strategic asset to the organization.
With IPcenter powering infrastructure management, businesses
can also grow far more efficiently. Our platform allows you to
scale service quickly to absorb thriving business demand without
the burden of tying that growth to an increase in expensive
human resources. This in turn has a direct impact on bottom line
profitability.
8
“I have rarely worked with a partner in whom I have
placed such a high level of trust and confidence. IPsoft
has a great team that is perfectly aligned with [its]
philosophy in delivering the highest quality of service.”
CIO, Leading Pharmaceutical Company
No wasted downtime
Total transparency
IPcenter drastically reduces the average time it takes to resolve incidents.
With an average 60% reduction in mean time to resolution, IPsoft can
deliver increased uptime and quicker deployment of changes, with
benefits that are felt throughout the business. The improvements
secured should be calculated in terms of increased uptime and quicker
deployment of changes to enable the business.
Bringing the time it takes to resolve an incident down from 47 minutes
to just four minutes for an investment bank translates into 43 minutes of
trades. The additional revenues those trades bring in are the true measure
of autonomic effectiveness.
By consolidating all IT operations data into one view, IPcenter provides
full transparency into your environment while simplifying management
of operations. It provides a real-time, full view of all IT management
functions allowing you to pinpoint direct links between operations and
business activities and so make informed decisions about what changes
are required to drive business advantage.
IPsoft’s analytics solutions can leverage this data even further. Our
predictive analytics provide unparalleled insight into your enterprise,
allowing you to identify operational efficiencies, highlight key business
drivers and even uncover opportunities for portfolio expansion. They allow
you to manage services in real-time and using interactive heat maps, spot
coverage gaps and take action to resolve those before they become a
problem.
47 mins
time spent to resolve
incident without using
the IPcenter platform
4 mins
time spent to resolve
incident with the
IPcenter platform
43 mins
time investment bank can
translate back into trades
9
A top insurance company leverages IPsoft
autonomics to automate changes to
their cloud environment which scales to
200,000 virtual machines
Quality and consistency
Cloud services
IPsoft solutions offer more than efficiency, analysis and speed.
The quality of the service is revolutionized too.
Manual processes are prone to human fault. Even for simple manual tasks,
the error rate is about 10%. IPcenter’s automated error rate is near 0% – a
figure impossible to achieve with human intervention.
Furthermore, most organizations’ measures of quality-of-service delivery
are highly subjective and focus on measuring only the output of the service
delivery process, rather than all the contributing inputs. Instead, IPcenter
constantly tunes every aspect of the inputs to ensure highly consistent
and more meaningful outputs. As a result, IPsoft’s services enable clients
to improve quality of service to their customers by more than 50% in
quantifiable categories.
You can be sure that your compliance and operational processes are
followed to the letter every day. IPcenter systematically enforces operational
processes, embedding Six Sigma quality control that means reduced risk to
your business.
As a partner to cloud providers, IPsoft delivers a full operational platform
for public, private, or hybrid clouds. IPcenter runs on the cloud provider
infrastructure, delivering comprehensive orchestration, cross-platform
governance and automation. IPsoft assumes responsibility for your cloud
platform and delivers visibility, automation, simplicity, flexibility and security.
IPsoft’s Cloud virtual engineer enables automated resolution of most
customer-driven events in a cloud environment. It streamlines customer
events by receiving and validating event information, diagnosing the issue
and in most cases remediating the event autonomically.
As a result of these factors, IPsoft has recorded an impressive
97% positive client feedback. The dramatic improvements to efficiency,
quality and the bottom line seen by integrating IPcenter into companies’ IT
infrastructures can have a multitude of benefits to an organization. IPsoft is
paving the way for a new future in IT management, today.
97%
positive client feedback
10
FOUR:
Future innovation
IT budgets are being consumed by the cost
of managing day-to-day operations and
“keeping the lights on” activities. IT functions
are faced with the additional challenge of
processing, in real time, vast volumes of data
that will continue to grow exponentially. The
proliferation of technological developments
will inevitably exhaust the capabilities of
outsourced IT service teams unless their
numbers continue to multiply. Manual
processes won’t be able to scale.
This leaves little room for the wave of new technologies that are shaping the
digital economy, and is preventing many businesses from expanding their
employees’ focus from mundane tasks to groundbreaking ones.
Inspired by the great minds of the past, IPsoft is pioneering a critical step
change in how business operations are managed. Our passion for technology
innovation and commitment to research and development is evident: we
invest 70% of our revenue directly into R&D. Instead of limiting ourselves to
following established technology paths, our long term view has allowed us
to pioneer breakthrough innovation in autonomic and cognitive technology.
IPsoft’s innovation will allow our clients to transform their business models
and make much more efficient use of their human capital.
Using IPsoft’s virtual engineers to automate
over 80% of the tasks required, a global network
service provider shrunk its operating system
upgrade cycle to a month
Cognitive sciences applied to business
IPsoft is ready to transform business processes by introducing a wider
portfolio of offerings based on cognitive technology.
Our cognitive technology is modeled on the human brain and interfaces
on human terms. We have created virtual agents that are revolutionary
in the way they understand natural language and human emotion, then
problem solve. Our agents continually learn from every conversation and
every inquiry – just as autonomic systems do from every IT incident. This
will free company workforces from their focus on mundane operational
tasks, transforming business processes across industries.
Our cognitive solution is unique in its ability to learn and understand
context. While other systems require exact phrases or fixed content, the
contextual filters used by our cognitive agents allow them to understand
loosely stated problems. This groundbreaking technology leverages
theoretical neuroscience algorithms to learn as it works.
As the agent increases its knowledge, it increases its impact on your
business and becomes the conduit for highly efficient and service rich
operations.
Language is no barrier. Our agents can respond to queries in
multiple languages allowing your business maximum flexibility in
routing customer service queries. Like IPcenter, virtual teams can also
be scaled to suit business volumes, adding resources straight from the
cloud during peak periods and shrinking back down when activity drops.
McKinsey foresees that by 2025 automation technology will absorb
tasks that are the output of 250 million knowledge workers today,
dramatically improving the productivity of the remaining workforce.
IPsoft is at the forefront of this global transformation.
No longer will companies have to work with the same financial and
operational restraints. When humans and their employers are freed from
a focus on routine operational tasks, their future has no limits.
11
FIVE:
Get in touch
For more than a century, the human race has imagined a future in which machines
can understand like people. IPsoft is making such a vision a reality. We are ushering in
the era of the second machine age with efficient autonomic and cognitive solutions that
help businesses solve current and future complex IT and business process problems.
IPsoft’s offering of fully scalable, autonomic IT services and
solutions is powering a new automation revolution. By creating a more
intelligent world, IPsoft helps you improve efficiency. With 13 offices on
four continents, our mission is to power the world with expert systems
– eliminating routine work and freeing up brainpower to drive better
business outcomes. When you integrate IPcenter or hire our cognitive
virtual agents, you do so against a specific outcome. Our commercial
models are aligned to your results.
If you are interested in finding out more about
how you can migrate your IT and business
operations to an automated future, do not hesitate
to get in touch.
New York: 212-708-5500
Email: webleads@ipsoft.com
Web: www.ipsoft.com
Address: 1 7 State St
14th Floor
New York, NY 10004
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