Firefighting to innovation (or breakthrough): autonomous endpoint management transforms reactive IT

The endpoint management processes meant to keep employee devices up and running can actually sap productive time from both IT support staff and end users.

From the moment employees submit service tickets to IT, they lose their ability to work at full productivity while they wait for their access to be restored or their devices to be fixed. This productivity drought could last anywhere from a couple of hours to several days, depending on how backed up the IT shop is. 

According to the Ivanti Autonomous Endpoint Management research report, 62% of IT professionals report feeling overwhelmed by day-to-day operations, with teams struggling to keep up with a never-ending stream of support tickets. End users feel the consequences of reactive IT management, too. Office workers experience an average of 6.3 tech-related interruptions per month, which shifts their focus away from business-critical work. 

By contrast, autonomous endpoint management (AEM) unifies endpoint management, endpoint security, and digital experience to intelligently automate tasks. In addition to reducing the management burden on IT teams, AEM helps organizations overcome challenges such as weak endpoint visibility, fragmented data, and skills gaps. 

More than two-thirds of IT professionals say that AI and automation will free up their time for more interesting, fulfilling work, and nearly the same number say automation will allow them to provide better service to end users. Yet, well under half of organizations currently use AI to automate routine self-service tasks, detect anomalies, and respond to incidents. 

In addition to accelerating IT service for users experiencing problems, AEM can streamline routine processes such as device enrollment. Say an end user switches from an iPhone 13 to an iPhone 17 and wants their work apps available on their new device.  The device change triggers the system to recognize that this is an existing user and identify the apps and systems they are authorized to access. 

At its core, AEM is about providing users with the support they need without adding friction or interrupting their work. If something happens to a user’s device, the system can automatically triage the problem and initiate self-healing. “As a result,  users do not need to submit a ticket or contact IT. Everything is resolved in the background. 

Recently, a 5,000-employee healthcare provider deployed Ivanti Autonomous Endpoint Management powered by the Ivanti Neurons Platform. Previously, IT staff struggled to support users across the organization’s 30 sites, and users were frustrated by delays. After adopting AEM, the healthcare provider reduced IT ticket volume by 13%, automated resolution for another 8% of tickets, and cut hardware costs by 15% through proactive lifecycle management. 

The platform leverages AI to enable these results. At the assist level, the Neurons system of record provides visibility across the enterprise, alerting systems analysts to help them get ahead of problems. At the next stage, AI-powered contextual intelligence helps advise IT teams so they can make better-informed decisions, faster. Finally, optimized AEM delivers intelligent action, with automation enabling self-healing endpoints, autonomous patching, and continuous compliance monitoring. 

Organizations move along this progression at their own pace, based on the rate at which their IT teams’ skill levels grow with artificial intelligence. With the Ivanti Neurons Platform, Autonomous Endpoint Management becomes predictive and protective, automating tasks at a pace controlled by each organization’s unique skills and needs.

See how IT teams are cutting ticket volume and reclaiming time. To learn more, visit us here.