Transcending Traditional IT Monitoring

Enterprise IT environments have complex and distributed systems that generate vast amounts of data. Is that data going to waste at your company? What if, instead, you could transform that data into a unified, real-time view of your operations with recommended actions to optimize your IT landscape?  

Our Full Lifecycle Observability Framework (FLO Framework) could be what you need. 

At Compucom, we define Full Lifecycle Observability as the ability to understand what happens throughout your company’s entire IT environment, from sourcing through integration, support, and disposition. It requires that actionable data from multiple sources is correlated and enhanced for context. 

We implement Full Lifecycle Observability for our customers through our FLO Framework. Our FLO Framework is not a standalone product or solution we sell; it’s part of our services. It features a technology stack that delivers AI-driven insights in real time through a centralized dashboard.  

Through our services and the FLO Framework, we empower IT and business leaders to make proactive decisions, simplifying IT complexity and enhancing the management of enterprise IT environments for improved business performance. 

Compucom’s FLO Framework Empowers IT Teams

As an IT leader, how do you start your day? To gain a strong understanding of how IT operations are impacting business outcomes, do you first need to piece together reports and dashboards from multiple teams and functions? 

Imagine, instead, pouring your coffee, opening your laptop, and instantly gaining a clear, real-time overview of your entire IT environment’s performance, segmented into key areas like Infrastructure, Workplace, Sourcing, and Employee Experience.  

You click on Workplace, easily accessing performance indicators for your endpoint devices. These are coupled with insightful optimization suggestions tailored for device right-sizing and health, such as service enhancements or recommended actions for your IT team. You smile and sip your coffee, knowing that implementing these recommendations — for example, automation or process improvements — will not only elevate your company’s digital employee experience but also streamline operations, increase productivity, and reduce expenses 

Imagine how starting each day like this will empower you, your IT team, and your enterprise to achieve success. 

One Dashboard to Rule Them All

Our FLO Framework central dashboard offers a comprehensive overview of your entire IT landscape with drilldown capabilities so you can closely monitor systems and identify gaps and issues. Together with Compucom, you can then use actionable insights, automation, and orchestration to enhance every aspect of your IT ecosystem’s health and performance throughout each component’s lifecycle, from sourcing and deployment to decommissioning. 

As part of our services, we integrate the advanced tools needed for our FLO Framework with your infrastructure and workplace technologies. This integration allows for the aggregation and contextualization of various data types — metrics, traces, and logs — across multiple systems. Our FLO Framework leverages Artificial Intelligence (AI) and Machine Learning (ML) to deliver:

• Automated anomaly detection
• Predictive analytics
• Root cause analysis
• User experience insights

These advanced analytics and accompanying continuous improvement recommendations, such as automation and orchestration, help your team shift from a reactive to a proactive stance, ensuring an efficient IT environment poised for your future demands.

Full Lifecycle Observability: Integral to All Our Services

Enterprises face many challenges in their technological landscape that can hinder their growth and efficiency. The FLO Framework addresses these common issues head-on, helping optimize key areas of business such as technology sourcing, device lifecycle services, digital support, field support, modern device management, infrastructure and cloud, and even projects and professional services. Let’s explore how this works:

Technology Sourcing

Many companies face technology sourcing challenges such as:

• High procurement costs due to over-specification of devices
• Excessive costs and complexity from over-provisioned devices and infrastructure 
• Difficulty in tracking and replacing outdated infrastructure 

The FLO Framework provides a high-level overview of IT assets, enabling informed decision-making and cost optimization. Device telemetry helps identify under-performing devices, ensuring that users get the best-fit devices for their work – helping you better manage your IT infrastructure. It helps address common problems by helping with:

• Endpoint rightsizing 
• Capacity rightsizing 
• Replacement planning 

Device Lifecycle Services

Common device lifecycle problems include:

• Difficulty planning and executing large-scale device replacements without disrupting operations 
• Configuration issues that lead to operational inefficiencies, increased costs, and poor user experience 
• Uncertainty in device and peripheral needs leading to shortages or excess inventory 
• High repair costs from ineffective planning 

From deployment to disposition, our FLO Framework integrates with Device Lifecycle Services to proactively address issues and minimize downtime. This ensures efficient device management and improves overall IT efficiency, addressing common challenges by helping with: 

• Managing large-scale endpoint device replacement/refreshes 
• Identifying device configuration issues 
• Predicting device and peripheral needs 
• Identifying device-type repair anomalies 
• Estimating non-warranty repair costs 

Digital Support Services

For digital support, our FLO Framework addresses common problems businesses face, including: 

• Reliance on service desk agents for resolving common issues 
• Inefficient support technician workflows and prolonged incident resolution times 
• Lack of insight into support service performance and areas for improvement 

AI-enabled Digital Assistants and Search capabilities enhanced by our FLO Framework diagnose and fix problems swiftly, minimizing disruptions and enhancing the digital experience. This reduces the number of tickets generated and the time needed to resolve issues. It addresses common problems with the following enhancements: 

• Generative AI-enabled digital assistant 
• Service Desk Assist 
• Experience Analytics 

Field Support Services

For field support, our FLO Framework addresses common problems businesses face, including: 

• Downtime or operational disruptions due to device or infrastructure issues in the field 
• High costs, increased downtime, and environmental impact for unnecessary on-site visits 
• Extended downtime due to delays in replacing failing devices and peripherals 

With the industry’s largest badged field tech organization, our FLO Framework ensures responsive and efficient field support. Integrated with platforms like Genesys and ServiceNow, it aligns triage and dispatch with customers’ business objectives. It addresses common problems by helping with: 

• Rapid and effective restoration of service 
• Minimizing or eliminating the need for an on-site technician 
• Swift replacement of failing devices and peripherals 

Modern Device Management

For device management, our FLO Framework helps address common problems businesses face, including: 

• Unreliable and underperforming devices 
• Time-consuming and error-prone manual detection of faults, misconfigurations, and security policy violations 
• Difficulty ensuring endpoint security and compliance  

Our FLO Framework leverages AI and advanced analytics to manage and secure endpoints. It provides a unified view of all devices, enabling IT teams to drill down to the level of the individual user for optimized management. It addresses common problems by helping with: 

• Endpoint health monitoring 
• Automated fault detection and remediation 
• Policy compliance management

Infrastructure and Cloud Services

For infrastructure and cloud, our FLO Framework helps address common problems businesses face, including: 

• Difficulty managing inventory and equipment lifecycle, leading to inefficient capacity planning and increased costs 
• Inefficiencies in detecting and resolving issues 
• Lack of comprehensive visibility into the performance, availability, utilization, and health of hybrid environments 
• Difficulty monitoring for security threats and ensuring compliance 

The AIOps components of the FLO Framework integrate with a customer’s infrastructure and monitoring tools, filtering out irrelevant data and highlighting critical issues for quick resolution. This enhances the overall efficiency of IT operations. It addresses common problems by helping with: 

• Asset intelligence 
• Operational efficiency 
• End-to-end observability 
• Financial insights 
• Security and compliance monitoring 

Projects and Professional Services

Our FLO Framework supports comprehensive project management, ensuring flawless execution of IT initiatives. Platforms like ServiceNow and automation management enable proactive issue resolution and continuous service improvement.

AI Drives Innovation and Shapes Our Strategies

Compucom is an AI-forward company. We are technology-driven and people-powered, focused on constantly increasing the value we provide our customers through innovation. Our experts understand how to leverage AI to help IT teams maintain the optimal health and performance of increasingly complex, intricate, and distributed corporate IT systems.

Full Lifecycle Observability is essential for managing the complexities of modern IT environments and optimizing them to propel your business forward. Our FLO Framework helps us deliver several key benefits for our customers:

1. Data-Informed Decision Making: By providing a comprehensive view of your IT landscape and service performance across all technology layers, IT leaders can align IT performance with business outcomes, enabling better decisions regarding IT strategy, innovation, and operations.
2. Greater Employee Productivity: Proactive monitoring and enhanced digital support enhance the Digital Experience (DEX), leading to higher user satisfaction and productivity.
3. Improved IT Efficiency and lower costs: Advanced analytics and a top-down view of your IT environment simplify complexity, helping IT teams understand what’s happening across your infrastructure. This enhances IT management capabilities and enables more effective actions.

We’re excited to embark on this innovative journey with our customers, helping you harness the power of data to achieve operational excellence in today’s fast-paced digital world.