Introducing HCLTech's Augmented Intelligence for digital operations, powered by Xerox's CareAR and ServiceNow, redefines the IT infrastructure experience. It seamlessly integrates AR with our tailor-made automation workflows to streamline remote and on-site support workflows.
This cutting-edge solution enhances IT asset lifecycle management process through real-time, digitized instructions and seamless remote assistance for day-to-day infrastructure management tasks or in case of a major outage. Whether these are your critical datacenters, critical remote sites or your remotest of the field sites; We enable your infrastructure support teams to respond faster, better, and more efficiently to minimize impact and maximize productivity. This end-to-end automation, powered by HCLTech’s expertise, ensures smoother operations, quicker incident resolution, and improved IT asset management. Key benefits include increased operational efficiency, reduced manual errors, minimized downtime, and a superior remote support experience. For businesses, this translates to enhanced resilience, better IT performance and a more agile response to infrastructure challenges.
Strategic approach to enabling Digital Operations -
1. AR-driven infrastructure reinforcement
The process involves gathering requirements, analyzing AR use cases, designing the solution, ensuring security and compliance, and creating a deployment road map.
2. Automated Operations Excellence
The process involves system setup and configuration, developing integrations with existing systems, automating key workflows and performing smoke testing to ensure functionality
3. Remote Support Reimagined
The process involves user training, UAT testing, performance tuning, go-live preparation, and post-go-live monitoring for continuous improvement.
IT Benefits –
- Operational efficiency gains by reduction in incident resolution time and automation of Routine Tasks.
- Increased productivity by providing digitized Instructions and seamless remote support.
- Drive IT & sustainability by providing optimized asset lifecycle by streamlining operations.
- Improved Total Experience by Proactive and automated business communications and by Digitized operations leading to faster issue resolution.
- Reduce MTTA, MTTI & MTTR for errors due to connection and data by enabling real-time remote assistance.
- Enhance cost efficiency by lower IT Operational & maintenance costs.
- Improved service continuity by reduction in downtime costs.
- Uncomplicate the IT systems interdependencies architecture by digitizing your infrastructure support operations.
- Drive digital transformation.
Business Benefits –
- Streamline IT Operations and thus fueling business growth.
- Improved “Go-to-Market” time for products and services.
- Elevate your employee and User’s experience by digital transformation.
- Reduce costs by automating repetitive tasks and workflows.
- Reduce human intervention to avoid human errors and outages.
- Accelerate the Business by focusing on Business needs and not IT dependencies.
- Boost business agility at a rapid pace.
- Significant cost savings by eliminating the need for hands and feet support for most of the data center tasks.
- Reduce TCO by removing dependency on L3/L4 and Vendor hands and feet support for critical remote sites for majority of the IT tasks and outages.
- Automate end to end workflow to allow business and IT users to be better informed about IT activities and outages.
- Help business to take data-driven decisions and gain competitive advantages.
- ServiceNow ITSM & FSM Integration - Seamlessly connects with ServiceNow to pull incident history, asset data, and resolution workflows.
- Augmented Reality (AR) Assistance - Enables technicians to see and guide users in real-time using AR overlays and digital annotations.
- Data Security & Privacy - Implements end-to-end encryption (AES-256), multi-factor authentication (MFA), and role-based access controls (RBAC).
- Remote Troubleshooting & First-Time Fix Optimization - Reduces the need for physical IT support visits by leveraging AI-guided AR sessions.
- Technician Efficiency & Training - Provides AR-based guided workflows, reducing technician onboarding time and improving problem-solving accuracy.
- Knowledge Automation & Continuous Learning - Captures session data and can be used to update ServiceNow Knowledge Base (KB) for future reference.
- Data Logging: Automatically attach captured images to ServiceNow work orders, incidents, and knowledgebase for future reference and evidence.
- Collaborative Problem Solving: Work with multiple team members in real-time to address issues remotely using high-definition live video feeds.
- Annotation capability: Utilize top-tier AR annotation toolbox to mark live video feeds and shared images, providing detailed visual guidance for swift problem resolution.
- Guided Self-Help: Offer comprehensive self-guided step-by-step instructions to assist customers and technicians with setup procedures, routine maintenance, troubleshooting, and repairs.
- Experience Creation: Quickly build experiences using the no-code point-and-click Experience Builder, incorporating 3D content, video, images, and text for easy-to-follow instructions that empower customer and technician self-service.
- Embedded Search: Enhance user access to information by integrating search functionality directly within a self-solve experience, including existing information and the ServiceNow knowledgebase.
- AI-Powered Verification: Use AI-driven object and state detection with image recognition to ensure procedural compliance and verify that tasks are completed correctly and safely.
- Knowledge Sharing: Publish self-guided instructions to the ServiceNow knowledgebase for easy discovery and information sharing.
- Analytics and Dashboards: Gain deeper insights into how teams resolve field issues using our application's detailed dashboards and analytics, available to administrators, managers, and team leaders.
Augmented Intelligence for Digital Operations with CareAR combines AI, AR, and ServiceNow ITSM/FSM to transform IT operations by enabling remote diagnostics, predictive issue resolution, and real-time visual assistance. This solution reduces downtime, improves first-time fix rates, and enables intelligent, remote-first IT operations, making field service management faster, more efficient, and cost-effective.
- Active Subscription of "Augmented Intelligence for Digital Operations" application
- ITSM (Incident Management, Change Management)
- FSM (Optional)
- Integration Hub
- Mobile
- iOS 12.0 or later
- Android 11.0 or later
- Desktop
- macOS X 11.0 or newer (Intel)
- Windows 10 or newer
- Network:
- 500 kbps and higher