AR for IT Service Continuity

Augmented reality (AR) is emerging as a critical tool for enhancing IT service continuity, particularly in hybrid work environments where uptime is essential. By combining AR with AI, IoT, and automation, enterprises are improving operational resilience and reducing system downtime, enabling IT teams to respond to incidents more effectively.

HCLTech recently introduced an AR infrastructure management solution, developed in collaboration with CareAR, a Xerox company, and integrated with the ServiceNow platform. This solution aims to boost operational resilience and lower the costs associated with IT system management. By leveraging CareAR’s AR visual guidance, remote experts can assist on-site technicians in real time, overlaying contextual information onto devices to facilitate guided repairs and proactive diagnostics.

Benefits of AR in IT Service Continuity

The integration of AR into IT service management offers several key benefits, including increased agility in responding to IT incidents, improved collaboration, faster fault resolution, and reduced system downtime. This is particularly valuable for industries such as manufacturing, energy, utilities, and retail, where constant uptime is critical. By digitizing workflows and incorporating automation, AR solutions extend asset lifecycle management and enhance overall support efficiency.

Companies adopting AR report significant improvements in their ability to handle IT incidents, especially in hybrid work settings. For example, UK manufacturer Surespan has implemented AR with zero-trust network architecture to provide secure remote diagnostics across its global operations. This approach has enhanced collaboration, accelerated fault resolution, and decreased system downtime, all while maintaining robust cybersecurity standards.

Real-World Application

Surespan’s use case highlights the practical advantages of AR in IT service continuity. By equipping off-site engineers with AR headsets and secure access, the company ensures real-time support without compromising security. This implementation has not only improved operational efficiency but also underscored the potential of AR as a cornerstone of modern enterprise IT strategies.

As AR continues to evolve, it is moving beyond isolated pilots and becoming an integral part of distributed IT support frameworks. Its ability to provide real-time, contextual assistance makes it an invaluable tool for enterprises seeking to maintain high levels of service continuity in an increasingly complex IT landscape.