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Tier 1 for IT, answered instantly

The AI Command Center is not only for Epic. Point it at your IT service desk and every account, device and network question gets an instant answer, a complete ticket, or a person.

Schedule a walkthrough and live demoSee how it works
  • 0Minutes on holdEvery call answered instantly. No hold queue.
  • 24/7Tier 1 coveragePhone, Teams and web chat, around the clock.
  • 0Times a caller repeatsWarm transfers arrive with the ticket attached.
  • 100%Urgent issues to a personSecurity and patient-care issues bypass the AI.

The same questions, all day

An IT service desk in a health system answers a short list of questions thousands of times. Each one waits in the same queue as the outage that is stopping a clinic.

The AI Command Center takes the repetitive volume off your engineers and makes sure the urgent call is never the one on hold.

  • Locked accounts and forgotten passwords
  • Multi-factor sign-in and enrollment
  • VPN and remote access
  • Printers, scanners and other devices
  • Email, Teams and everyday applications
  • “Is it just me, or is the network down?”

Two front doors. Three outcomes. Nothing dropped.

Every contact ends resolved, ticketed, or with a person.

Two front doors

IT help desk phone line24/7, no hold queue
Teams or web chatType, or send screenshots
The AI Command Center
  • How-to answers from your knowledge base
  • Live known-issue and outage matching
  • Guided Tier 1 diagnosis
  • Ticket status on request

Three outcomes, every time

ResolvedOn the spot
Ticket filedFull context, right engineering queue
Warm transferTo a live engineer, context attached
Security and patient careUrgent issues bypass the AI, straight to a person.
Complete ticketsUser, location, device, error and steps already tried.
Real-time pattern alertsThe same problem across sites is flagged as it happens.

What your service desk gets

  • How-to answers on the spot

    Step-by-step help from your approved knowledge base articles and runbooks.

  • Known-issue and outage matching

    Checks every problem against your live known-issues list and gives the approved workaround immediately.

  • Guided diagnosis

    Asks what a Tier 1 technician would: device, location, application, error message, and what the user already tried.

  • Automatic, complete tickets

    Everything an engineer needs to start work, routed to the right queue.

  • Warm transfer to a human

    Engineers receive the ticket context first, so the caller never repeats themselves.

  • Ticket status, self-serve

    “What's happening with my ticket?” is answered by phone or chat without waiting on the desk.

  • Real-time pattern detection

    Flags the same issue surfacing across sites and alerts your leads as it happens.

  • Knowledge article drafting

    Drafts new articles and user broadcasts for recurring issues. Your leads approve before release.

Use it with your team, or with ours

Put the AI Command Center in front of your own service desk, or pair it with FIT's Managed IT, where a dedicated team of engineers handles everything past Tier 1 with no tiered help desk.

One front line for Epic and IT means users call one number, and nobody is told the problem belongs to a different department.

FIT Managed IT and Cybersecurity

More places to put it to work

The same AI Command Center, pointed at every desk that answers the same questions all day.

Questions buyers ask

Does it replace our service desk staff?

No. It absorbs the repetitive Tier 1 volume so your technicians and engineers can work the problems that need them.

Does it reset passwords or change accounts itself?

It guides users through the self-service steps you approve and files a complete ticket when a person needs to act. Any direct actions are scoped with your security team first.

What happens with a security incident?

Security and patient-care issues bypass the AI and route directly to a person.

Where do the answers come from?

From your approved knowledge base, runbooks and live known-issues list.

Can one command center cover both Epic and IT?

Yes. Many of the same users call for both, and one front line means one number to remember.

How do we start?

Most health systems start with a time-boxed Go-Live Command Center engagement, then extend to IT on an annual plan. Tell us your situation and we will suggest the right starting point.

See it answer an IT call

Schedule a 30-minute walkthrough and live demo.

Schedule a walkthrough and live demo