Why augmented reality is becoming a critical tool for faster, smarter, more resilient infrastructure support in a hybrid world
In a digital-first economy, uptime is now a non-negotiable. As businesses scale across geographies and embrace hybrid work models, their IT infrastructure is growing more distributed.
Service continuity has become a business imperative. For many, this means turning to augmented reality (AR) as a tangible solution to reduce downtime, boost resilience, and keep critical systems running.
AR is quickly maturing into a practical enterprise tool, especially when integrated with AI, Internet of Things (IoT), and automation platforms. From real-time remote diagnostics to enhanced first-time fix rates, AR is helping IT teams to troubleshoot faster and smarter.
HCLTech, CareAI, and the Rise of AR-Powered Infrastructure Support
Earlier this month, HCLTech launched a new AR-based infrastructure management solution, which was developed in collaboration with CareAR (a Xerox company) and built on the ServiceNow platform. The solution is designed to enhance operational resilience and reduce the downtime and cost of managing enterprise IT systems.
By integrating CareAR’s AR visual guidance with HCLTech’s infrastructure services and automation capabilities, the platform enables remote experts to support on-site technicians in real time. Overlays of contextual information can be applied directly to devices, allowing guided repairs and proactive diagnostics without the need for escalation or on-site visits.
The solution is targeted towards industries where uptime is mission critical, such as manufacturing, energy, utilities, and retail, and offers digitised workflows and automation to streamline support and extend asset lifecycle management.
Speed, Security, and Scale: The Business Case for AR
As pressure grows to maintain service-level agreements (SLAs) and respond faster to IT incidents, AR is emerging as a force multiplier for IT teams. Key benefits include:
- Faster Resolution: Visual assistance and step-by-step AR overlays cut diagnostic and repair times.
- Remote Enablement: Technicians can be trained or supported in the field, without flying in experts.
- Reduced Downtime: With better triage and fewer repeat visits, critical systems stay online longer, avoiding costly outages.
While concrete ROI figures will vary depending on industry and implementation, AR is increasingly proving its value as a practical tool for improving IT service continuity.
Organisations adopting AR solutions often report greater agility in responding to IT incidents, especially in distributed or hybrid work environments where downtime can directly affect productivity and revenue.
Surespan: Secure Remote Access with AR
UK-based manufacturer Surespan has taken AR one step further, pairing it with zero-trust network architecture to enable secure remote diagnostics across its global operations.
The company can offer real-time support without compromising on cybersecurity by equipping off-site engineers with AR headsets and secure access protocols. This has resulted in improved collaboration, faster fault resolutions, and reduced system downtime.
This case highlights how AR is no longer confined to isolated pilots or innovation labs; it is becoming an embedded part of distributed IT support and enterprise IT strategy.
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