What is it?
It is looking after what is live: checking that it works, fixing what breaks, helping whoever needs it and improving whatever keeps failing.
The Enterprise AI CompanyAgentified IT services
Agentified Service Desk
Your operation running 24×7 and smarter every day
Agents and specialists monitor, support, resolve and improve your environment every day. Every incident solved becomes context, and the next one is prevented or solved faster.
Your team gains the discipline of more than three decades of critical operations, with the result measured in the contract.
Why does it matter?
Because customers never notice the architecture — they notice the outage. And this is where the outcome promised in the project is either confirmed or lost.
How does it work?
Agents monitor your operation end to end and specialists cover uninterrupted shifts. Failures are anticipated, what matters comes first and every measured result sets the next improvement.
What changes?
Your operation stops ageing after the project: each cycle brings fewer repeat incidents and more cases solved without waiting for someone.
The operational maturity ladder
Autonomy is a journey. Each step only makes sense once the one before it is solid.
Today
- Human-run operation
- AI supporting the team
After
- Agents carrying out tasks
- Continuous optimization with little intervention
This is your operation’s path: services, AI-augmented operations, agentic operations and autonomous operations, at the pace you set and with human supervision at every level.
Where this fits: this is where your operation learns. Every measured result goes back into your company’s context and points to the next improvement. The supervision levels are in data and AI governance.
Signs you need this
“Support only acts when a user complains.”
“Knowledge of each system lives in the heads of a few people.”
“The cost of keeping systems running grows with the number of systems.”
“An hour of downtime is expensive and no one saw it coming.”
What we offer
Four operating fronts, hired together or separately.
Running the applications
We classify each application — keep, improve, modernize or retire — and look after them with clear targets.
Also known as: AMS · A–D quadrant assessment · AIOps
Service desk and everyday IT
A multichannel service desk, on-site support and VIP service, with self-service that actually solves problems.
Also known as: Intelligent Service Desk · Field Services
24×7 cloud, data and security
Continuous monitoring and response for the base, the data and security.
Also known as: CloudOps · Managed Data & AI Services · SOC
Business processes
We take on entire business processes, with real-time indicators.
Also known as: BPaaS · Autonomous business operations
By the numbers
68%
of companies manage more than 200 applications
Source: Business Research Insights, 2026
US$ 1M
per hour of downtime, at 41% of companies
Source: ITIC, Hourly Cost of Downtime 2025
81%
of executives say technical debt already limits their AI initiatives
Source: McKinsey, Tech Debt
Operations center · Londrina
An operations center that never shuts down
Our operations center is in Londrina, Brazil. It houses our SOC (security) and IOps (infrastructure operations). From there, we run applications, Digital Workplace, SAP, cloud and cybersecurity 24 hours a day — backed by the combined experience of Semantix and Atos in South America.
Where AI comes in
AI anticipates failures before users notice, investigates the cause of incidents and keeps the knowledge base up to date. Agents handle the repetitive cases; people handle what requires judgment.
Where to start
Application portfolio assessment
We classify applications into four quadrants, set targets for each group and plan the transition without interrupting operations.
Request the assessment →What “operating” actually means
Four jobs that happen every day, most of them before anyone notices.
Watch
Watching the environment constantly to spot the problem before the user does — and knowing the difference between noise and risk.
Respond
Someone available when the team needs help, on shifts that cover nights, weekends and holidays.
Resolve
Restoring quickly what stopped and then treating the cause so it does not become routine.
Improve
Whatever keeps breaking goes into the queue for a permanent fix, prioritized by business impact.
What we measure — and why it matters to the business
An operations metric is only worth having when it means something to someone outside IT.
- 01
Availability
How long the operation stayed up. Translated: how many sales, service calls or deliveries did not stop.
- 02
Response and resolution time
How long between a problem appearing and being solved — and how long someone was left waiting.
- 03
Recurrence
How many problems came back. This is the metric that shows whether we are fixing causes or just putting out fires.
- 04
Business outcome
Is the metric that justified the project still improving? If not, the operation changes its priorities.
What we operate with
The monitoring, service desk and event analysis tools we use day to day in the environments we run 24×7.
Technologies in the Semantix ecosystem. Display of partner trademarks is subject to their authorization.
What exactly we can operate
Operations apply to each layer of your company. You decide what stays with your internal team and what Semantix takes responsibility for.
Operate the base
Cloud and infrastructure
Cloud and infrastructure monitored, capacity sized before the peak, cost tracked month by month and updates applied without stopping the operation.
Operate the systems
Enterprise systems
Support for ERP, CRM and in-house applications, with the integrations between them watched — including when someone changes a field on a Friday night.
Operate the data
Data and knowledge
Loads that run overnight, quality checked before anyone uses the number, and new sources absorbed without breaking the reports you already have.
Operate the security
Cybersecurity
Continuous monitoring, detection and incident response at any hour, access reviews and the record the audit will ask for later.
Operate the agents
AI agents
The newest front: tracking decision quality, behavioral drift, the exception queue and the limits of each agent in production.
It can be one of these blocks or all of them. What does not change is the model: a written service level agreement, a single point of contact, and reporting that talks about the business, not just the servers.
How do we do it? See the technical detail →Hide the technical detail
Technical detail
Service management and service desk · end-to-end observability · AIOps and event correlation · SRE and capacity management · 24×7 incident response · service level management and continuous improvement.
We call this intelligent operations, observability, AIOps and managed services.
Frequently asked questions
Common questions about operations
What are managed services?
Semantix takes over the day-to-day operation of part of your IT environment — infrastructure, applications, security or data — with service levels (SLAs) set in the contract. Your team focuses on the business, and operations are covered.
Can we outsource just part of the environment?
Yes. Operations are modular: you choose what makes sense to delegate, and the rest stays with your team or other vendors, all integrated.
How does AI improve IT operations?
By detecting failures before they become incidents, resolving repetitive tickets automatically and summarizing context for the analyst. The result is faster response and less rework.
In which countries does Semantix operate?
In seven Latin American countries: Brazil, Mexico, Argentina, Chile, Colombia, Uruguay and Peru, expanded through the integration of Atos’ South American operations.
Connected to your operation
This service is part of a single operating model, with AI agents and specialists on the Semantix AI Suite. Decisions made here feed your company’s shared context and make the other operations smarter.
- 01Service DeskField Services · Asset management · ITSMYou are here
- 02AMS · ApplicationsSupport · Modernization · Quality
- 03AMS SAPImplementation · Support · SAP Business AI
- 04NOC · Infrastructure and cloudCloudOps · FinOps · Observability
- 05SOC · Security24×7 monitoring · Identities · XDR and MDR
- 06DOC · Data and AIData platform · Analytics · AI governance
- 07Agentified business processesFinance · Customer service · Procurement and supply · People and HR · Legal and contracts · Risk and compliance
Agents on the volumeSpecialists on judgmentFrom platform to operations
One context for your companyEvery operation feeds the same context and runs on the same foundation: the Semantix AI Suite and Brazilian governance.Explore Semantix AI Suite →Connect · Operate · Learn · Orchestrate