AR for IT Service Continuity

With hybrid work models and scaling businesses, uptime is crucial, leading many to use augmented reality (AR) to improve resilience and reduce downtime. AR, when combined with AI, IoT, and automation, is becoming a useful tool for enterprises, helping IT teams to troubleshoot more effectively.

HCLTech recently released an AR infrastructure management solution, developed with CareAR (a Xerox company) and using the ServiceNow platform. This platform seeks to improve operational resilience and lower the costs of IT system management.

AR Solution Benefits

By integrating CareAR’s AR visual guidance with HCLTech’s infrastructure services and automation, remote experts can support on-site technicians in real time. Contextual information is overlaid onto devices, enabling guided repairs and proactive diagnostics without needing on-site visits or escalation. The solution is designed for industries requiring constant uptime, such as manufacturing, energy, utilities, and retail. It offers digitized workflows and automation to improve support and extend asset lifecycle management.

AR is helping IT teams handle IT incidents faster, offering benefits such as:

• Agility in responding to IT incidents
• Improved collaboration
• Faster fault resolutions
• Reduced system downtime

AR is becoming valuable for IT service continuity. Companies using AR solutions are reporting more agility in handling IT incidents, particularly in hybrid work environments.

AR Use Case

UK manufacturer Surespan uses AR with zero-trust network architecture for secure remote diagnostics across its global operations. By providing off-site engineers with AR headsets and secure access, the company delivers real-time support while maintaining cybersecurity. This has enhanced collaboration, accelerated fault resolution, and decreased system downtime.

AR is moving beyond isolated pilots and becoming a key part of enterprise IT strategy and distributed IT support.