Transcript
You know, obviously our patch program is running pretty good as it is, not necessarily AI, but automated. But I think AI can help us get beyond that and maybe get a little bit higher patch rate and take care of some of those things that aren't in the normal patch releases. Some of those things behind the scenes that just there's nothing to push out for, but AI can fix it. We came from an outsourced service desk that, you know, they build a lot of padding into their SLAs. And we took a lot of that padding out, shortened our SLAs, were able to track our tickets. We've met all our goals as far as, you know, I think we're at 95 or 98.5% within SLAs. I have three people. I have myself, a service desk analyst, and an infrastructure engineer. And the fact that we can use tools from Avanti, not only to manage those tickets and make people aware when things are approaching SLA, but then we also leverage things like bots to help take care of some of the stuff for us. Fundamental simple things like every manufacturer has their utility that keeps their drivers and all that stuff up to date. Well, with bots, we can automate that and, you know, every month or twice a month if we want, we can have that run and take care of it. So really helps keep our systems stable, running, and gets our customers working quicker. A lot of people tend to, I believe, a lot of people tend to believe it's just real simplistic things. They're very elaborate. You can be very, very elaborate and detailed. You know, we've got bots that have a number of if-then statements in them. And if they meet this condition, go down this path or that path, you know, it's really, if you can imagine it, you can do it in a bot. So, Ivanti really in two areas, you know, for me, the first thing is, you know, I want an agentless service desk. I want our associates to sit down using agentic AI, talk to AI. It does the searching and knowledge basis, ticket histories, things like that, and gets them up and running quicker, solves their issue faster, or helps them order whatever they need to order without having to, you know, take time, make a call, go to a service catalog item and open a request. Let's do it as quickly as we can from your desktop in Teams and be done with it. So, I think there's a lot of help there in making our customers, you know, whole again, so to speak. And then I think the area we're focused on now is how can we leverage Ivanti and AI on the security side of things and make our desktops and servers and things more secure, more automated, less hands-on.
