How Ensono Uses AI to Resolve IT Incidents 70% Faster

DiagnoseNow is Ensono’s AI-powered incident resolution tool that helps IT support teams act fast by turning predictive data into real-time, actionable insights.

In IT support, time is everything. When systems or applications go down, the pressure builds on the engineers tasked with fixing the problems—oftentimes with limited information and tight deadlines. That led us to wonder, what if we could proactively prevent the failure? Enter: Envision Predictive Engine (EPE)—a powerful, award-winning machine learning (ML)-powered tool designed to predict issues or failures using predictive analytics before they happen.

Prediction is only half of the story. Using that predictive data and minimizing incident resolution time is the other half. That’s where DiagnoseNow comes in. Using the same data foundation as EPE, DiagnoseNow is a custom-built tool that’s helping engineers act on those predictive insights by providing data-driven insights into technical issues in real-time, equipping them with the tools and context needed to resolve incidents more efficiently.

Smarter, Faster Incident Resolution

Through DiagnoseNow’s integration with ServiceNow, relevant data from past and current IT support cases is aggregated. This helps engineers quickly analyze, diagnose, and resolve incidents using historical incident data. The automation does the detective work so Ensono’s IT teams can spend significantly less time manually piecing the puzzle together and more time fixing the problem.

The DiagnoseNow Detective

The Practical Impact: A Success Story

Jatin Bornare, an Ensono operations engineer, was part of the 75-user pilot group to use DiagnoseNow while it was still in development. What started as a routine weekend of system monitoring turned into an unusual event that could have led to a major outage for a client: 28 back-to-back job failures. In the past, resolving this kind of issue would have required escalations across eight or nine different teams and a resolution time stretching into the next day or beyond. But this time, Jatin had a new tool in his arsenal: DiagnoseNow. Instead of needing to pull in multiple teams, Jatin ran the issue through DiagnoseNow. Within moments, the tool zeroed in on the root cause of the failures. And using the insights provided by DiagnoseNow, Jatin quickly resolved the issue, leading to all 28 jobs being restarted and running smoothly again—all in under 20 minutes.

Proof Is In The Data

DiagnoseNow is already making a difference—not only with the crisis Jatin helped avert, but across Ensono’s entire security team. In June 2025, DiagnoseNow was fully rolled out to over 2,600 Ensono users.

A pilot user saw a 70% reduction in incident mean time to recovery (MTTR), and a 90% reduction is expected with the full rollout.

Additionally, in combination with EPE, DiagnoseNow, has led to:

This modernized approach to IT problem-solving is helping Ensono engineers work more efficiently with less back-and-forth, while demonstrating our commitment to being a relentless ally for our clients. As the data shows, even in its infancy, DiagnoseNow is making a meaningful impact in IT incident resolution time. And as the tool matures and is refined over time, clients can expect even faster resolutions—leveling up our technical support even further.

Bringing Predictive Intelligence to our Clients

DiagnoseNow isn’t just another tool; it’s a direct outcome of Ensono’s continued investment in predictive intelligence—and in the future. By combining the forecasting power of EPE with real-time, case-specific insights, DiagnoseNow is delivering real operational value—helping support teams stay ahead of problems and resolve them faster than ever.

To learn more about Ensono and our AI initiatives and how our clients are benefitting, contact us with us today.

Frequently Asked Questions:

What is DiagnoseNow, and how does it work?

DiagnoseNow is Ensono’s AI-powered incident resolution tool. It analyzes historical and real-time data from ServiceNow to identify root causes, suggest fixes, and flag similar issues—helping IT support teams resolve incidents faster and with less manual effort.

How is DiagnoseNow different from Envision Predictive Engine (EPE)?

Ensono’s DiagnoseNow focuses on real-time incident resolution, while EPE is designed to predict potential incidents before they occur.

How do IT support teams use DiagnoseNow in their daily work?

Ensono’s DiagnoseNow is integrated directly into ServiceNow. Support staff input a ServiceNow case number, and DiagnoseNow shares relevant historical incidents, potential root causes, and resolution suggestions. This streamlines troubleshooting by reducing manual investigation and enabling faster, more informed decision-making.

How does DiagnoseNow enhance efficiency?

Ensono’s DiagnoseNow speeds up incident resolution by automating incident root cause analysis and identifying relevant insights—reducing manual investigative effort.