The company's core mission is to help organizations enhance their IT operations, reduce operational costs, and deliver a superior digital experience to their employees by fixing digital workplace problems quickly and permanently. It achieves this through a real-time autonomous IT platform that leverages Artificial Intelligence (AI) and Machine Learning to proactively identify, troubleshoot, and remediate IT issues across an entire enterprise estate. The company manages millions of endpoints across thousands of organizations in over 50 countries.

What the Company Actually Does

1E is an autonomous IT platform designed to address "device drift," "digital friction," and "user frustration" within an organization's IT ecosystem. It transforms IT Operations from a traditional cost center into a strategic enabler by introducing real-time visibility, control, and automation.

The platform???s unique strength lies in its lightweight, always-on communication and its ability to execute real-time actions across the entire IT estate. This capability allows IT teams to gain immediate diagnostic data, enabling them to troubleshoot faster, respond quickly to security threats, and automatically resolve client health issues.

Products and Services Offered

The 1E platform is an integrated suite of solutions categorized into three primary functional areas: Visibility, Control, and Compliance; Digital Experience Observability; and Service Desk Automation.

The 1E Platform Modules and Key Capabilities

1. Digital Employee Experience (DEX) Management

This is a central component of the 1E offering, focused on measuring and improving the user experience.

• Experience Analytics: This solution breaks down the overall Digital Employee Experience (DEX) score into measurable and actionable key areas: Performance, Responsiveness, Stability, and end-user sentiment.
• Employee Sentiment Surveys and Notifications: It systematically collects, measures, and surfaces actionable feedback from end-users about their digital environments.
• Virtual Desktop Experience (VDX): Provides detailed insights into the performance and experience of virtual desktop environments, ensuring remote workers maintain high productivity.
• Application Experience Management (AXM): Monitors and provides insights into the performance of critical business applications to preemptively fix issues affecting user productivity.

2. Autonomous Digital Workplace Management

These features focus on real-time management, automation, and operational efficiency.

• Endpoint Troubleshooting and Real-time Actions: Allows for Google-like, real-time search and diagnostics across the entire estate to troubleshoot and perform remote remediation of issues in minutes instead of hours.
• Endpoint Automation: Enables IT teams to automate common requests and remediate issues, leveraging low-code/no-code automation tools and Hybrid Edge AI.
• Patch Management: Streamlines and accelerates the deployment of security patches and updates across all endpoints.
• Content Distribution for Microsoft Configuration Manager: Solves peer-to-peer (P2P) content distribution issues and helps with network bandwidth management, ensuring faster content availability on client machines.
• Hardware and Software Asset Management: Provides comprehensive visibility into the software usage on devices, allowing for "Software Reclaim" to remove unused licenses and improve device stability and performance, thereby reducing costs.
• Hardware Lifecycle Management (HLM): Supports the management of hardware assets from procurement to retirement.

3. Service Desk Automation and Integration

The platform is designed to integrate seamlessly with existing IT Service Management (ITSM) tools to automate first-level support and free up service desk agents.

• Service Desk Automation: Automates common requests and eliminates the need for many traditional support tickets, allowing service desk agents to focus on more complex, high-value tasks.
• Virtual Assistant for ServiceNow: Provides a Virtual Assistant capability, including embedded troubleshooting and remediation directly within the ServiceNow platform, decreasing resolution times without requiring the agent to leave their primary tool.
• Causal AI Insights and Recommendations: Leverages predictive and Causal AI to provide advanced analytics on user sentiment and recommend solutions.

The collective purpose of these products is to ensure modern, automated, real-time configuration and compliance for the entire IT infrastructure, leading to better security, compliance, and reduced IT operations costs.