SmartTile 2.0 Featured in TMC Insight

SmartTile 2.0 is drawing industry attention on its first day. TMC Insight published an analysis by Rich Tehrani, CEO of TMC and creator of ITEXPO, looking at how SmartTile 2.0 addresses the work that begins after a network alert fires.

The piece frames the problem the same way our customers describe it: an outage alert tells IT teams something is wrong, but it doesn’t open the ticket, call the carrier, chase the update or document the restoration. As TMC Insight puts it, “SmartTile 2.0 puts attention on work that monitoring alone does not complete.”

What TMC Insight covered

• Coordination, not just detection. The article focuses on SmartTile 2.0’s role as an automation layer that connects monitoring with IT service management ticketing, carrier cases and follow-up.
• Early results. It walks through the 60-day figures from our SmartTile 2.0 launch announcement, including average resolution time falling to 17.4 hours from 33.3 hours across six production environments and 22,346 tickets, and notes that these are early, company-reported results.
• Carrier automation. It highlights the 1,214 carrier tickets opened through carrier APIs and Joey, SmartChoice’s AI voice agent, and the 130.8 employee hours returned from carrier hold and talk time.

The buyer questions TMC raised, and how SmartTile 2.0 answers them

The article closes with practical advice for IT leaders evaluating any incident automation platform. Here’s how SmartTile 2.0 is built for each point.

• Do integrations keep incident context intact? SmartTile 2.0 adds site and device context to every event and writes tickets and notes directly into the ITSM and PSA platforms your team already uses, including ServiceNow, Kaseya Autotask, Kaseya BMS and Pulseway PSA, ConnectWise, NinjaOne and Zendesk, with documentation in Kaseya IT Glue. Device context comes from network platforms such as Cisco Meraki, Fortinet FortiGate, Palo Alto Networks and HPE Aruba Central. See all SmartTile integrations.
• Is recovery verified before a ticket closes? SmartTile 2.0 confirms recovery through its own monitoring, then documents restoration details and service-level agreement evidence.
• Is there clear human escalation? When an automated workflow can’t complete the process, the issue escalates to SmartChoice’s 24/7 network operations center for human intervention.

“IT teams don’t need another platform that simply tells them something is wrong. They need technology that helps them do something about it,” said Jarrett Wolfe, managing partner and CEO of SmartChoice.

Read the full TMC Insight article, or see the SmartTile 2.0 launch announcement for complete details.

Ready to close the gap between alert and resolution? Book a SmartTile 2.0 discovery call.