How to Scale Incident Remediation with Intelligent Automation

Author: Guy Nadivi

Automation has helped many organizations weather the pandemic, and consequently become even more resilient. Now, IT departments looking for next-level results, are scaling up their automation efforts to increase those gains. Ayehu’s platform enables scalable intelligent automation by powering unattended incident remediation, an operational mode which can result in huge cost savings.

What’s driving the need for that scalability? Well, one obvious driver is the COVID-19 pandemic.

Many organizations today are forced to have their staff work from home for basic safety reasons, and that’s making it difficult to perform on-site IT operations that require human involvement.

BTW – These headlines below are all recent. In fact, three of them are just from last month.

It’s not just COVID-19 that’s driving automation plans though. A bit over a year ago before the pandemic, between October 23 – November 7, 2019, Gartner conducted a survey of IT leaders and asked “What are your organization’s investment plans for the following practice areas?” You can see all the practice areas given as choices at the bottom of each column where they’re listed as the column label.

The #1 practice area where investments were expected to increase was Infrastructure and Operations (IandO) automation. 42% of organizations already had plans to start investing there before the pandemic.

That’s TWICE as much as the next closest practice area – cloud management. This sort of makes you wonder why the cloud is getting all the love these days when automation is clearly where organizations planned on spending more of their money.

There’s another driver for automation though, and that’s simply the amount of work your IT operations staff are struggling to keep up with.

Just maintaining the status quo is overwhelming them. There are simply too many incidents, requests, and projects that IT Operations is responsible for, and the COVID-19 pandemic has only increased their burden.

If you’ve ever sat in on our webinars then you already know we’re pretty adamant about reminding everyone that people don’t scale very well. Even the very best IT Operations workers can only do so much. At some point, and that point is pretty much right now, automation has got to do more and more of the repetitive, tedious, laborious tasks all this growth in demand for services is necessitating. Senior IT executives realize that too, and it’s unquestionably influencing their push to invest in automation.

Now that I’ve made the argument in favor of automating, let’s talk about scaling up that automation.

In our experience, one of the most common tasks organizations try to automate is active directory password resets. This is a great use case of course, because Gartner estimates that as much as 40% of all calls and tickets to your service desk are password reset requests.

But there are many more great use cases to automate.

On our website, Ayehu keeps track of the highest value automation use cases with the broadest applicability to our customers. As you can see, there are actually many great uses cases for automation that apply to just about every organization. Even this though, is just a fraction of what can be automated.

It turns out that almost everything in IT can be automated. There are not only a ton of use cases common to all organizations which can be automated, but there are virtually an infinite number of use cases that are less common and perhaps even unique just to your organization. Well guess what? The vast majority of those can probably also be automated, and it’s much less complicated than you might expect.

The big takeaway here is if you’re ready to scale up incident remediation, and other IT Operations tasks, then it’s never been easier to do so with automation.

This is why it’s starting to make sense to take an automation first approach to IT Operations. Let the software do the robotic stuff so you can scale up incident remediation, and let your staff focus on the more strategic and challenging stuff. This not only greatly improves the productivity of IT Operations, it increases staff morale, and lets them contribute a much higher level of value to the organization.

When you begin looking at IT Operations from an automation first perspective, you’ll quickly make an important realization.

Not only can you eliminate a huge burden of manual work off of IT Operations, but thanks to chatbots, you can also empower your end users to initiate and fulfill many of their own incident remediation needs and service requests without any IT Operations involvement.

This is a big deal, making chatbots a huge enabler for scaling up incident remediation with intelligent automation.

Once you create a self-service channel for your end users, you can redirect a huge volume of traffic away from IT Operations in general, and your service desk in particular.

Your value propositions here now go beyond just scaling up your incident remediation capacity.

Lowering the volume of calls and requests can also reduce costs, slash MTTR by accelerating resolution times of incidents and requests, liberate IT staff from doing tedious work which frees them up for more important tasks, and last but not least, raises customer satisfaction ratings, an increasingly critical KPI for IT Operations.

One more thing to consider. Not every organization uses chatbots, for a variety of reasons which I won’t go into here. If chatbots aren’t part of your organization’s solution stack, but you still want to provide your users with self-service capabilities, then Ayehu NG can provide you with a fantastic alternative – a self-service portal.

Ayehu NG v1.8 and higher includes functionality to enable creation of self-service forms that end users can interface with to fulfill their own requests or remediate their own incidents. The self-service form is actually a natural extension of what we already do, automate routine IT tasks. Like chatbots, the self-service portal will allow you to deflect a large amount of ticket volume away from your service desk.

In fact, when deployed, we’ve seen self-service significantly increase first contact resolution rates by as much as 65%!

Taken together, automation, chatbots, and self-service portals will help your organization dramatically scale up its incident remediation capacity.

If you’re interested in test driving Ayehu NG and seeing for yourself how easily you can scale up your organization’s incident remediation with intelligent automation, please visit our website and download your very own free 30-day trial version today by clicking here.

How Intelligent Process Automation Can Help You Scale at a Moment’s Notice

Imagine how much your organization could accomplish if you had an army of employees at your disposal. More importantly, what if these employees were perfectly happy waiting in the background for the next time you needed them? That’s essentially what you’ll get with intelligent process automation. Let’s take a look at the surprising way AI can provide your business with the scalability you need to stay on top of your game.

Instant Access

With human workers, it’s not feasible to drastically increase your workforce whenever the need arises, nor is it easy to decrease your numbers when things get slow. There’s a complicated process behind all of this and time is not on your side. With intelligent process automation, however, you have a team of AI-powered robots who are ready, willing and able to get the job done at the flip of a switch.

Consistency

Bringing different employees up to speed via on-boarding and training can be challenging and time-consuming, especially in today’s fast-paced, digital age. Not to mention the fact that you have to initiate the entire process over again every time someone new joins the team. Intelligent robots, on the other hand, can be “trained” in groups of any size with the outcome being routine and perfect consistency across the board.

Cost Savings

Recruiting, hiring, training and retaining talented employees costs money. In addition to intelligent automation providing the ability to scale up or scale down instantly as well as train and deploy thousands of bots while maintaining complete consistency, all of this can be done at a reduced cost to the business.

Now, let’s take a look at a few real-world applications that put these benefits into action.

Scenario 1

Your business is launching a new product or service and, as a result, will incur a substantial increase in transactions. Your current workforce is already maxed out and you don’t have the time or the ability to hire any additional employees. Intelligent process automation can step in and bridge the gap, handling the influx of work at any capacity necessary without the major hassle and expense of staffing. Then, once things settle down, you can scale back down to normal as needed.

Scenario 2

Business has been particularly lucrative as of late and you’ve had to increase output significantly to meet the increased demands of your customers. Suddenly, the market takes a turn for the worse and your numbers start to rapidly decline. With intelligent process automation in place, you won’t have to face the possibility of laying employees off. Rather, you could just scale back the number of robots you’re deploying.

Scenario 3

One of your biggest competitors has launched a new product or service and you’re scrambling to develop and implement something similar. Chances are you can’t afford to hire a slew of new employees to help bring your comparable product or service to market. Besides, doing so would take too long. But, putting too much pressure on existing team members could result in costly mistakes and QA issues. Intelligent process automation, on the other hand, is available at the ready to take on whatever is necessary for you to remain competitive.

Without question, intelligent process automation has the potential to bring your business to the next level. Are you ready? Give us a call today or download your free 30 trial now to get started.

Essential Use Cases to Jump Start Your IT Process Automation

At any given organization, there are always many, many manual IT processes that make great candidates for automation. From time to time though, we run across some process automation candidates that deliver noticeably higher ROI. As people started working from home due to the Coronavirus pandemic, and more staff needed to start using ZOOM, we stumbled upon a manual process that really stood out as an excellent use case to help jump start automation at organizations.

Ayehu keeps track of the highest value automation use cases with the broadest applicability to our customers. We display those on our website where you can drill down and get more information on each one. That list is updated from time to time when we come across great new uses of Ayehu to automate toil out of a process. The use case we’ll be talking about today is one of those examples, and we think you’ll be intrigued by how it involves Ayehu NG tying together ServiceNow, ZOOM, Active Directory, and a chatbot in a very timely way.

We’re just about 6 months or so into the pandemic, so scenes like this ought to be pretty familiar to most everyone by now.

A lot of you, maybe even all of you, are working from home. Being remote and away from the office necessitated a big shift in how employees, contractors, and staff interacted with each other.

That left the door wide open for a company called ZOOM to step in and fill that interaction gap previously provided by the in-office experience. So suddenly, it seems the entire world is using ZOOM.

BTW – One way you can tell a product has really entrenched itself in the minds of consumers is when its name becomes a verb. Right?

You don’t just hail a ride-share to the coffee shop, you Uber to Starbucks.

You don’t just edit that image, you Photoshop it.

And now, we don’t just put together a web conference, we setup a Zoom call.

Now in case you’re unaware just how much Zoom usage has increased; I’d like to share a few metrics with you that might leave you stunned.

In the past, ZOOM was criticized for being a platform only small organizations used. In their financials, they report on how many customers with more than 10 employees are using their service.

A little over a year ago at the end of Q1 2019, they had 59,400 customers with more than 10 employees

One year later at the end of Q1 2020, they had 265,400. That’s a growth rate of 347%!

It’s not just smaller firms using ZOOM though. There’s a banking firm that deployed around 175,000 new ZOOM seats in Q1 and a global law firm called Baker McKenzie with over 6,000 attorneys worldwide adopted ZOOM as well.

Here’s another great visualization of ZOOM’s growth.

Back in 2013, ZOOM had just 3 million daily meeting participants.

That’s grown dramatically, and as of the end of March 2020, they now have 300 million daily meeting participants. I’m betting that number will go up when their Q2 financials are released.

Here’s the metric that made my jaw drop to the floor.

In January 2020, the number of meeting minutes ZOOM’s customers were consuming on an annualized basis was 100 Billion. That’s right 100 Billion meeting minutes.

Can you see the “bar” representing that number? No? Let’s zoom in, no pun intended.

100 Billion meeting minutes is that razor thin sliver of a yellowish vertical line that’s thinner than the grey border representing the y-axis of this bar graph. Why does 100 Billion meeting minutes look almost invisible on this bar graph?

Because just 3 months later in April 2020, ZOOM was on a run rate to consume 2 Trillion annualized meeting minutes (see previous graph). So while 100 Billion may sound like a lot, it’s a drop of water compared to the ocean that is 2 Trillion. This is a growth rate that must’ve left their DevOps team gasping for air the entire first quarter of 2020.

And what has all that growth in customers, meeting participants, and meeting minutes done? It’s led to a lot more of this.

It seems like ZOOM is everywhere and everyone is using it all the time.

That in turn has led to a problem for IT Operations in provisioning ZOOM accounts efficiently, while also documenting their distribution and assignment.

So I’d like to give you an overview of the workflow powering the use case we think is a great way to jump start your IT process automation efforts. It highlights Ayehu NG’s ability to be that single pane of glass tying together so many different pieces in your environment.

It’s going to start with an end user sending a request through Slack that they would like a ZOOM account.

The request goes directly to Ayehu, which looks up the manager that user directly reports to on Active Directory.

When the manager is identified, Ayehu passes along the user’s request to the manager, and awaits an approval or a denial.

In our use case, the manager approves the request, which BTW – is all done through email.

Ayehu then does three things:

  • It provisions an account on ZOOM
  • Sends the user an update via Slack that their request for a ZOOM account was approved
  • It also emails the user their new ZOOM credentials

Finally, Ayehu opens a ticket in ServiceNow, and documents every aspect of this request, automatically creating a complete record of everything that transpired.

That’s it. If you wanted the whole thing to run completely on auto-pilot, without requiring manager approval, you could easily configure it to do that too.

If you’re interested in test driving Ayehu NG to easily provision ZOOM accounts for your end users, download your very own free 30-day trial version today by clicking here.

How to Run Automated Workflows While Protecting Privileged Accounts

In today’s highly complex security climate, organizations must protect and manage their applications’ privileged identities if they want to protect their assets. Successful Privileged Identity Management (PIM) implementation can be measured by specific factors, such as:

  • Controlling who has access to which credentials
  • Document credential requests for compliance
  • Eliminating hard-coded passwords in applications
  • Eliminating hard-coded passwords in 3rd party tools

Knowing this is critical and actually accomplishing it, however, are two entirely different things. There are many in-house applications and 3rd party tools such as Cyber Security Incident Response Team (CSIRT) automation, IT process automation, and others that run and need access to many servers, PCs, and other devices. The ability of 3rd party tools to access the vault and retrieve the relevant credential information of the specific device is crucial to successful PIM implementation.

Why You Need a Secure Vault

Unmanaged privileged credentials, such as passwords, used by 3rd party tools like CSIRT, are typically stored locally in configuration files, or in a database with little to no control over encryption levels. These credentials can be easily captured and exploited by malicious users or external attackers.

Additionally, any manual changes made to these credentials generally require an update of credentials across all environments, which in turn requires downtime or a maintenance window.

Just one tiny oversight during a manual password change could lock a Windows account, causing all other applications and/or application instances to cease operating. Furthermore, as these credentials are not centrally managed, it is difficult to track who or what has access to them, which makes it nearly impossible to identify whether there may be a potential misuse of credentials by a malicious user or external attacker.

And if you think this type of scenario will never happen to you, think again. One need only peruse the headlines to see that even the most prominent enterprises are vulnerable to potential exploitation.

Take, for instance, web-hosting giant GoDaddy. In May of 2020, the largest domain registrar in the world with over 19 million customers, announced that it had experienced a security breach, which occurred after an employee had their account compromised which allowed hackers access. The number of customers impacted has still not be determined, but the reputational and financial damages to the company cannot be understated. For a smaller firm, such a breach could be irreparable.

Why a Secure Vault Is Not Enough

As GoDaddy and countless other organizations have learned the hard way over the years, cybercriminals are relentless. Their tactics are also becoming more sophisticated by the day. In order to shore up against would-be attacks, business leaders must find a way to fight fire with fire. That is, they must leverage all of the advanced technology available to them. And one of the most effective of these is automation.

Ayehu’s integration with CyberArk Privileged Account Security Solution enables organizations to automatically retrieve and rotate credentials securely stored in the CyberArk Secure Digital Vault. Passwords can be rotated based on the organization’s security policy for all privileged identities.

In addition, the integrated solution combines individual accountability with detailed tracking and reporting on all privileged identity activity, enabling organizations to meet diverse sets of compliance requirements.

Your Chance to See It In Action

In a world awash in cybersecurity threats, malicious use of privileged credentials stands out for its potential to inflict cataclysmic harm upon an enterprise.  Yet in order to carry out tasks such as regularly-scheduled maintenance jobs, IT operations must have access to the privileged accounts on servers, routers, and other devices that require these credentials. 

What’s the best way to protect privileged information without obstructing ITOps from performing the vital work that keeps the lights on, all while adhering to organizational and industry infosecurity compliance requirements?

Please join us on Wednesday July 15th as we demonstrate the integration of Ayehu NG and CyberArk Secure Digital Vault – the industry leading automation and privileged access management platforms.

Click the graphic below or follow this link to register and reserve your spot today: https://info.ayehu.com/how-to-securely-automate-privileged-credentials-usage

Addressing the New Social Distancing Rules as Businesses Re-Open

Over the past several weeks, as organizations were forced to shut down due to concerns over the COVID-19 outbreak, some serious weaknesses have been exposed. First, many quickly discovered how drastically unprepared they were for disaster response.

According to a recent survey conducted by AvidXchange, a shocking 40% of organizations polled did not have business continuity plans in place. And despite the fact that 60% of those surveyed did have a continuity plan in place, only 37% of them actually have the technology necessary to enable employees to work remotely as part of their strategy. Furthermore, only a mere 19% said their workforce has the appropriate technology to be able to work from home.

Then there was the challenge of offshore IT support. In particular, many organizations that rely heavily on MSPs for their IT management recently discovered that such an arrangement isn’t always viable. For instance, the entire country of India – where a massive number of these MSPs are located – was ordered to lock down for several weeks. Unfortunately, working from home there is a rarity, which left the reliant businesses in quite a bind.

In recent weeks, we’ve discussed the various ways that intelligent automation could address these issues. For example, we talked about how automation could help minimize and possibly even prevent business disruption when transitioning to a work-from-home setup, as well as which factors to consider when making this change. We also talked about how automation could help companies for which remote work wasn’t an option, as well as how it could be an insurance policy for those relying on offshore MSP arrangements.

Now, as the world slowly but surely prepares to reopen, there has come to light a new challenge. Many businesses are now quickly coming to the realization that they’re simply not prepared to respond to the new social distancing rules that will inevitably be in place for the foreseeable future.

For larger enterprises, the first wave of reopening will likely involve a return to work of only a portion of employees. After all, we can’t have droves of workers filing in, sitting in cubicles located just inches from one another. But how will companies fare on only a segment of their workforce. Yes, some can continue working remotely, but what about organizations that weren’t able to facilitate such an arrangement? How can they be expected to operate at full capacity with only a small percentage of their people?

Once again, we are seeing a point at which humans and robots are coming together to work in tandem. Intelligent automation can be brought in to fill in the gaps, be it executing complex IT processes and workflows, monitoring systems 24/7 to prevent and address incidents, or delivering instant self-service IT support – all without the need for human agents. This will support just about any arrangement a company has, whether it’s a partial remote/on premise setup, or operating on a skeleton crew during the first wave.

Most importantly, technology can (and should) be used to help manage those processes and workflows that are most critical to business continuity. The aforementioned study revealed that there is a direct correlation between the existing gap in technology preparedness and the mission-critical processes that are necessary to keep businesses operating. Intelligent automation is a surprisingly simple and affordable solution to these glaring needs. And 85% of those surveyed agree that this is something they need to invest in.

The fact is, while the coronavirus situation happens to be at the forefront, it’s really only one of the many serious risks organizations today face. Beyond health crises, there are any number of disasters that could potentially knock a business off course, whether it be something physical, like a fire or flood, or something digital, like a cyber-attack. Having a solid plan for backup and recovery – one that leans heavily on innovative technology – is the key to survival.

By leveraging intelligent automation, you can fortify your organization and make it more resilient so that no matter the external circumstances, you’ll no longer be vulnerable to them. Best of all, getting started with automation is quick and easy. Simply download your free 30-day trial of Ayehu NG.

Pandemic-Proof Your Service Desk with Automation for MS-Teams

Author: Guy Nadivi

I’m going to assume that just about everyone reading this blog post is affected by the global COVID-19 pandemic. As of April 7th, 2020, the New York Times reported that at least 316 million Americans — about 95% of the country — have been told to stay home for at least the next few weeks, and likely longer. That’s forced a lot of organizations to very rapidly change the way they work, and especially for IT, the way they deliver services to an organization’s end users, customers, and partners.

One platform being chosen increasingly more often to deliver those services is Microsoft Teams. When you add automation to MS-Teams, you can create a pandemic-proof way to empower your end users and others with self-service, effectively turning MS-Teams into a virtual service desk operator that’s available 24x7x365

Adding a virtual service desk operator should be high on the list of priorities for IT Operations teams these days, because anecdotal evidence suggests that since the start of the COVID-19 pandemic, their workloads have mostly gone up, and in many cases, way up.

One thing likely to have caused workloads to spike upwards, of course, is the recent & very rapid switchover to remote working.

Numerous government & health officials have encouraged organizations to let their employees work from home, wherever possible, as a way of minimizing community transmission of the Coronavirus.

This created a new reality for those workers, because now that they’re working from home, they can’t just walk over to the help desk cubicle to make a casual request. They might not be able to do it by phone either because the help desk staff is also working from home, and they’re pretty busy right now just trying to maintain the status quo at most organizations.

Maintaining the status quo on its own is a pretty onerous task.

Ayehu’s customers, partners, and prospects have been telling us that IT Operations is already inundated with things like:

  • Application Issues
  • System Alerts
  • Outages
  • And of course the ever popular Password Resets

This represents just a fraction of the many incidents, requests, & projects that IT Operations is responsible for.

Now, thanks to the COVID-19 pandemic, on top of all that, IT has been tasked with this massive emergency project to start supporting most if not all people working remotely. It’s an absolute tsunami of work, and it’s further overwhelming IT Operations staff.

I think everyone can agree that this massive transition to remote working can be categorized as “unplanned work” for just about every IT Operations team.

It just so happens that last month, PagerDuty conducted a survey about the impact of unplanned work on IT Professionals. I’d like to draw your attention to a couple of the results in particular.

Nearly 1/3 of respondents, 31% have said they “considered leaving a job due to too much unplanned work”. That should be pretty startling to anyone in IT management, especially right now, because if 1/3 of your team is thinking about leaving due to unplanned work, what will that do to your IT operation?

This isn’t a hypothetical scenario either, because as it turns out, 21%, over one-fifth responded that they actually have left a job due to too much unplanned work! So again, ask yourself what would happen to your SLA’s, ticket queues, etc. if one-fifth of your IT professionals just got up & walked out? I’m guessing it would drastically complicate things even more than they already are.

During this pandemic, many of you have no doubt heard the term “Flattening The Curve”, which refers to slowing, not stopping, the number of sick people who have to go to the hospital for treatment. Flattening the Curve is all about minimizing the number of cases that doctors, nurses, & hospitals have to deal with simultaneously so that the healthcare system doesn’t collapse.

And flattening the curve, of course, is one of the main reasons so many organizations are justifying sending people home to work remotely.

Flattening the Curve for the Healthcare System

But how about “Flattening the Surge” for IT professionals so that service desks & other operational teams don’t buckle under the strain?

Just like the healthcare system, IT Operations has a capacity threshold too. If the # of daily incidents, requests, etc. come in too high & too fast, IT Operations might collapse. Remember what PagerDuty’s survey said your IT staff might do because of too much unplanned work?

The way to avoid that disaster, the way to pandemic-proof your service desk, is with automation for MS-Teams.

Flattening the Surge for IT Operations

Thanks to COVID-19 causing so many people to work remotely, the NATURE of work is changing. That change will almost certainly carry over once the pandemic ends, and the all-clear signal has been given.

I want to share with you what work might look like post-pandemic from the perspective of Jared Spataro, Microsoft’s Corporate Vice President for Microsoft 365. He recently said:

“It’s clear to me there will be a new normal…… We don’t see people going back to work and having it be all the same. There are different restrictions to society, there are new patterns in the way people work. There are societies that are thinking of A days and B days of who gets to go into the office and who works remote.”

So he believes there’s going to be a new normal, and that new normal involves a lot more remote work for people who, pre-pandemic, found themselves exclusively in corporate office environments.

One of the products Jared Spataro is responsible for is Microsoft Teams, and the market that MS-Teams is in is called Unified Communications. More recently that space has been referred to by Gartner as the Workstream Collaboration market.

According to Statista, Microsoft’s market share in the Workstream Collaboration space has been growing very steadily, but on March 5th, 2020, things took a dramatic turn. On that day, Jared Spataro, who we just heard from, announced that in response to the COVID-19 pandemic, Microsoft Teams would be made available to everyone FOR FREE as of March 10th, even if you didn’t have an Office 365 license!

What happened next was truly stunning. The worldwide number of daily active users for Microsoft Teams exploded from 32 million to 44 million very quickly. An increase of 12 million users, about a 37% jump in basically a matter of days.

That definitely caught the attention of Slack, their top competitor. Slack’s TOTAL WORLDWIDE user base is 12 million users! So with their announcement, Microsoft effectively added the equivalent of 1 Slack user base to their own.

Now just to be clear, here at Ayehu we love Slack. It was the first platform we built chatbots for, and we’ll continue building chatbots that enable automation for Slack because it’s a great platform. But when it comes to market share going forward, the writing’s on the wall, and at least in the near-term, this market is probably going to be dominated by Microsoft Teams.

The great news about that is that Microsoft Teams, like other chatbots, can help flatten the surge for IT professionals by diverting calls or tickets or work away from the Service Desk, and shifting that load to end-users for self-service. Combining Microsoft Teams with automation can do more than reduce work volume though, it can also slash MTTR by accelerating resolutions of incidents & requests, liberate IT staff from doing tedious work & free them up for more important tasks, raise customer satisfaction ratings (an increasingly critical KPI for IT Operations), and last but not least reduce costs.

Let’s drill down a bit deeper on that last value proposition, specifically as it’s often measured by service desks – Cost Per Ticket.

There’s a general industry figure out there, published by Jeff Rumburg of MetricNet, an IT research & advisory practice, that the average cost of an L1 service desk ticket is $20.

However, if you turn any given service request into a self-help or self-service function with a chatbot like MS-Teams, you can drive that cost down by 80% to just $4 per L1 ticket. 80%!

If you’re a CIO, CTO, or any senior IT Executive, and someone tells you there’s a way to reduce your single biggest expenditure on IT Support by 80%, without reducing service effectiveness (in fact, possibly speeding it up), wouldn’t you want to learn more?

If you’re interested in test driving Ayehu NG with all its cool new features & ability to add automation to MS-Teams, download your very own free 30-day full-version trial today.