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In fact, IT already uses automation to try to tame complexity.
Bots, the catchall term for functions that mimic, in some helpful way, human skills or human personalities, are an embodiment of a kind of automation.
There are similar services from large tech vendors, including Microsoft, Castañón-Martínez said.
While chatbots and virtual assistants can help IT shops streamline some operations, organizations shouldn't hurry to adopt technology for technology's sake.
"Smart bots and chatbots have been overhyped, but I believe there is plenty of substance, too," said Raúl Castañón-Martínez, an enterprise mobility analyst at 451 Research.
In terms of deployment rates, "we are seeing an 80/20 ratio for external or customer-interfacing versus internal or employee-interfacing bots," Castañón-Martínez said.
The chatbot would then escalate and assign the issue to a specific individual, and provide updates to the team when the ticket is changed."There are a lot of fairly proprietary processes that companies use to manage their IT operations," he said.Although there are some instances of integrating with process management tools, most of these processes are simply accessed through a webpage interface.Some, such as Troops, a Slack bot for Salesforce, are more sophisticated.Also, a number of software-as-a-service companies provide tools for homegrown chatbots. AI, Conversable, Chyme by Unvired, Meya, and Flow XO.