OpenText Aviator: IT Operations Use Case Scenarios

Explore IT Scenarios

OpenText Aviator empowers IT operations by providing AI-powered self-service solutions for a variety of employee and IT agent needs. This document outlines several key use case scenarios.

Employee Self-Service Scenarios

• Program Reimbursement: Employees can quickly get information on gym reimbursements, including program details, claim forms, and steps to submit requests, eliminating the need for email exchanges.
• Vacation Day Policy Inquiry: Employees can instantly check their available vacation time, avoiding the need to search for information or contact HR, thus facilitating vacation planning.
• Email Outage Information: Employees can receive real-time updates on email outages, understand the cause, and get estimated resolution times, allowing them to plan accordingly and stay productive.
• Microsoft Teams Calling: Employees can get clear instructions on how to make calls using Microsoft Teams, including information on permissions and troubleshooting common issues like the missing dial pad.
• Virtual Machine Requests: Employees can request and set up virtual machines efficiently by providing necessary information upfront, reducing back-and-forth communication and speeding up the process.

IT Services Scenarios

• Turning Tickets into Answers: IT service agents can leverage AI to summarize support tickets, extract key information, and create knowledge articles quickly, reducing rework and improving knowledge base coverage.
• Smarter IT Ticket Summaries: Service agents can use AI to summarize tickets, identify crucial information like printer IP and user location, and find solutions from chat history, leading to faster resolutions.
• Detecting User Sentiment Insights: IT services can utilize AI to monitor user sentiment in real-time, detect frustration or urgency, and proactively address issues before they escalate, reducing missed escalations and improving response times.

Benefits of OpenText Aviator

• Accelerated Resolutions: Resolve inquiries in seconds with AI-powered answers, reducing resolution time significantly.
• Empowered Users: Provide clear, accurate guidance to employees, boosting their confidence and self-service adoption.
• Boosted IT Productivity: Reduce ticket volume and free up IT staff to focus on higher-value priorities by automating responses to common queries.
• Scalability: Scale ticket resolution without increasing headcount.

Why IT Operations Can Be Challenging Today

• High volume of manual, repetitive IT tasks.
• Limited employee autonomy and engagement due to slow IT processes.
• Low compliance with IT policies.
• Inefficient IT operations and rising IT costs.
• Complex and slow-evolving help desk systems.

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OpenText Service Management Aviator

Wins for Everyone

• Employees: Get instant answers, no waiting or ticketing required.
• IT Team: Deliver smarter services with low-code tools and AI assistance.

Getting Started

OpenText Aviator offers solutions for various IT scenarios, including:

• User IT Outages / Requests: Instant recommendations and KB articles.
• Onboarding: Step-by-step action plans for IT setup.
• Password / Access Help: Guided processes for secure password resets.
• Case Escalation with Sentiment Analysis: Proactive identification and resolution of user frustration.
• New Service Requests: Streamlined initiation of service requests for software/hardware.