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Your L1 queue, handled. Your L2 team, freed up.

ITOps360 maps onto the tiers you already run: full automation at L1 and a little less at each tier up, because that is how helpdesk work really behaves.

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L1Automated

Password resets, account unlocks, access and software requests, ticket triage and routing, status updates, FAQs.

The employee assistant in Teams and Slack and the self-service portal resolve these end to end — unlock an account, Fix My Computer, request software from the catalog, raise and follow a ticket. AI categorizes, routes and spots duplicates, and anything with a risk still gets the approval the policy requires.

BeforeA locked account at 9am waits in the queue for the next free technician.
With ITOps360Unlocked in Teams in under a minute — no ticket, no technician.
  • Teams & Slack assistant
  • Self-service portal & software catalog
  • AI routing & duplicate detection
L2Accelerated

Diagnosing endpoint, network and application issues; log and health checks; known-error fixes; service and port actions.

Agents gather the diagnostics first — device health from 14 weighted factors, Fix My Computer live checks — then suggest the likely fix and run the approved remediation from the allow-list. The engineer confirms, and the system verifies the device reached the intended state.

BeforeAn engineer opens the ticket, remotes in and works through the usual checks by hand.
With ITOps360The diagnostics and the likely fix are already on the ticket; the engineer approves and moves on.
  • Device health & Fix My Computer
  • Allow-listed remediations (Low→Critical)
  • Read-back verification
L3Assisted

Complex infrastructure and application problems, root-cause analysis, configuration and change work.

Agents correlate the related alerts, map the topology and attack paths (reading posture only, never touching the exploit), summarize the incident from the tamper-evident history, and draft a change plan you can dry-run. The specialist decides and approves.

BeforeRoot cause means pulling logs, history and topology together from four different tools.
With ITOps360The correlation, the history and a draft change plan are in one place; the specialist makes the call.
  • Alert correlation & topology
  • Attack-path analysis (read-only)
  • Workflows with dry run
L4Prepared

Vendor escalations, product defects, hardware RMAs, architecture questions.

Agents package the evidence a vendor case needs — the audit trail of what happened, the device diagnostics, warranty and support status from Dell, Lenovo, HP and Cisco, and the asset and topology context — so the case opens with the facts instead of a back-and-forth.

BeforeOpening a vendor case means re-gathering evidence the team already had.
With ITOps360The case starts with diagnostics, warranty status and history already attached.
  • Hash-chained audit trail
  • Warranty & support status
  • Report builder & export

Before/after examples are illustrative; the estimate below uses your own numbers. A promise of "we automate everything" is the tell of a team that hasn't run a helpdesk — the value is L1 handled end to end, and every tier above made faster.

Automation your IT leaders can sign off

The first question is always "what stops an agent doing something destructive?". The controls are part of the engine, not a setting added later — the same ones that decide every change in CloudVision360.

How remediation works

  • Nothing runs without policy

    Every action comes from an allow-list graded Low to Critical. There is no free-form shell: the assistant can only offer the actions the policy engine returns as executable for that user and device.

  • A second person for anything risky

    Changes need approval from someone other than the requester, with an MFA step-up for high-risk actions. Requesters never approve their own, and API tokens and agents can never approve.

  • Every action is on the record

    A hash-chained audit trail the database will not let anyone edit records what ran, who approved it and what changed — ready for an auditor.

  • Verified, not assumed

    A job sent to a device is signed, and the run stays open until the device reports the intended state. A change counts as done only once it is checked.

Escalation is a feature, not a failure

When an agent can't resolve something, it doesn't just give up and reassign. It hands the ticket up with the diagnostics already gathered — device health, the checks it ran, the history — so the next tier starts where the agent left off, not from scratch.

Automation that makes your L2 team's day better, not busier.

  1. The agent tries first

    It resolves what it can at L1, within policy, and keeps the requester updated.

  2. It gathers before it hands off

    Diagnostics, device health and the steps already taken are attached to the ticket.

  3. A person picks up warm

    L2 opens a ticket that already has the context, not a one-line "it's broken".

What L1 automation frees up

Put in your own ticket numbers. The two assumptions are yours to change, and nothing you type leaves your browser.

—technician-hours freed a month
—hours a year
—full-time technicians' worth of time

Of about — L1 tickets a month, roughly — resolved without a technician. A full-time technician is taken as about 1,800 productive hours a year; put your own value on the hours freed.

See it on your own estate

Walk through your clouds, identities and devices with a specialist in 30 minutes, or get a scored report from a free assessment.

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