From Classic Operations to Intelligent Service Management
Evolve your MSP service model with Agentic AI-Powered ITSM. From reactive, manual processes to proactive, automated service delivery—HCL SX brings measurable gains to IT service management for MSPs.
Measurable Impact
0%
Faster customer onboarding
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Savings on cost of operations
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Improvement in first touch resolution (FTR)
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Reduced timeline for service deployment
Streamline Workflows, and Deliver Personalized Support—Powered by AI
Streamline Workflows, and Deliver Personalized Support—Powered by AI
HCL SX
End-to-End IT Service Management for MSPs
HCL SX delivers comprehensive ITSM for MSPs, combining automation, intelligence, and user-centric design to streamline support across the entire service lifecycle.
Critical Incident Management
Resolve issues before escalation. HCL SX uses built-in Agentic AI and Smart Issue Routing to detect high-priority incidents, manage service requests efficiently during these critical incidents, trigger pre-approved remediation scripts, and escalate intelligently when needed.
Proactive Problem Resolution
Stop recurring issues at the root. AI analyzes patterns of incidents to predict and prevent recurring issues. AI assists with finding out the root cause and identifying corrective and preventive actions, improving service reliability.
SLA Risk Monitoring and Avoidance
Predict and prevent SLA breaches. HCL SX uses SLA breach predictors and first call resolution predictors to alert teams of potential risks, reroute tickets, and optimize team response.
Intelligent Change Management
Reduce change failure rates. Leverage AI to assess risks, validate change plans, and orchestrate updates seamlessly — all with audit-ready logs and rollback options.
Client Self-Service Enablement
Deliver instant support at scale. Empower clients to self-serve using AI-powered agents, smart search, and personalized service recommendations — all within your branded tenant portal.
Service Desk Agent Upskilling
AI-augmented L1 performance. HCL SX continuously monitors agent performance, flags skill gaps, and recommends personalized training paths based on real interactions.
Want to See These Use Cases Live?
Are Your IT Service Management Processes Slowing You Down?
Are Your IT Service Management Processes Slowing You Down?
That’s Where HCL SX Makes a Difference
A purpose-built ITSM for MSPs designed to streamline operations, reduce overhead, and improve service delivery at scale.
Scalable
- Flexible deployment: SaaS and on-premise
- Continuous innovation with regular updates
- Multi-tenant MicroService architecture
Simple
- Easy maintenance with no code administration
- Ready, unified, less setup needed
- Single license for entire ecosystem
Secure
- Established and tested processes
- Compliant by design requirements
- Holistic ecosystem with integrated protection
Learn how Agentic AI-powered ITSM for MSPs can help you stay ahead of customer demands while improving efficiency and long-term client satisfaction by delivering significant value through optimized ITSM processes.
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