Ensono, a leading managed services provider (MSP) focused on IT modernization and innovation, announced plans to invest US$250 million (INR 2,207 crore) in AI development over the next five years in addition to launching the Ensono AI & Innovation Division marking a key milestone in its AI roadmap. This new division brings together innovators across engineering, data science, business analysis and software development to drive customer value through cutting edge innovation.
Mr. Jim Piazza, Chief AI Officer, Ensono.
At Ensono, AI is no longer a tool, it’s the engine through which we deliver value to our clients, and the operating system we use to run our business. We are witnessing an unprecedented acceleration in the adoption of AI across industries, reshaping how businesses operate and deliver value. This investment reflects our commitment to harnessing AI’s transformative potential to drive innovation, efficiency, and meaningful human impact. By deepening our AI capabilities, we aim to create solutions that not only empower enterprises but also enhance everyday experiences for people around the world,” said Mr. Jim Piazza, Chief AI Officer, Ensono. “This new organization allows us to build upon the transformational work we are already delivering to our clients and associates.”
AI is rapidly transforming managed services, and Ensono’s strategic adoption is already delivering results for the company and its clients. Ensono’s Envision Predictive Engine (EPE) proactively prevents failures across hardware, operating systems, applications, and networks. Since its launch, EPE has achieved a 22% reduction in major incidents and a 50% reduction in major incidents mean time to resolution (MTTR). Complementing EPE, Ensono’s DiagnoseNow enables Ensono’s teams to quickly identify and address problems, keeping client operations running smoothly. When DiagnoseNow is used to troubleshoot, incidents are resolved in less than half the time they normally require.
“The days of watching a console and reacting to an outage event are over. Our global associates now anticipate issues before they occur and take proactive steps to prevent major incidents,” said Piazza. “We’re redefining what it means to be a service provider, fundamentally shifting how we work with clients by leveraging insights at scale to deliver predictive support.”
When one of Ensono’s clients experienced a processing delay in a business-critical system, Ensono’s team identified the issue early, minimizing downtime and disruption. The team promptly determined the root cause, implemented a rapid fix, and restored full functionality with zero impact to operations. In another instance, Ensono proactively detected a critical system issue for a leading automotive manufacturer and resolved it before it could result in operational disruption.
In addition to Envision Predictive Engine and DiagnoseNow, Ensono is strategically implementing AI for its associates. Ensono developed EnsoAI, a secure AI platform leveraging several large language models that empower associates to draft content, expedite processes, and collaborate more efficiently. After strong adoption of their initial LLM, the company doubled down, recently rolling out a version that allows associates to create agents to automate work and leveraging prompt libraries to encourage teamwork, collaboration and sharing of best practices as the teams adopt AI as a teammate to help drive quality and efficiency in everything they do.
Ensono’s commitment to strategic, responsible AI adoption is further strengthened by its collaboration with Snowflake, the AI Data Cloud company. Through this collaboration, Ensono established a robust data foundation by centralizing terabytes of data from ITSM platforms, system logs, and network telemetry within Snowflake’s fully managed, governed, and secure environment. This single source of truth empowers Ensono’s innovative solutions, EPE and DiagnoseNow, to effectively leverage Snowflake’s advanced analytics, machine learning, and AI capabilities.
Mr. Abhi Saini, Manager of Product Management, Snowflake.
“Since building its platform on Snowflake AI Data Cloud, Ensono has been able to achieve remarkable business outcomes for Ensono’s clients and its own operators enabling the organization to evolve into a modern day Managed Service Provider,” said Mr. Abhi Saini, Manager of Product Management, Snowflake. “With this new division, Ensono will be able to bring together its talented innovators to power future AI projects on Snowflake to drive customer value more quickly.”
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