Remote monitoring and management company SuperOps relaunched Monica, an AI-powered platform built to redefine how MSPs and IT teams can manage, resolve and scale IT operations. The announcement – which comes out of The Service Desk & IT Support Show (SITS) in London – includes features spanning three levels of AI autonomy: augmentative, semi-autonomous and fully autonomous.
Originally introduced with foundational AI capabilities, Monica has evolved into a comprehensive digital workforce that delivers intelligent, proactive and adaptive support for IT professionals across the entire service lifecycle.
Capabilities include:
- Augmentative AI to assist technicians with enhanced productivity tools such as worklog formatting and efficiency report summarization.
- Semi-Autonomous AI, performing task execution with minimal oversight, including AI script generation.
- Fully Autonomous AI, which is in development. This proactively detects, resolves and optimizes without human intervention.
Meanwhile, new and enhanced capabilities include:
- Autonomous issue resolution that learns from historical incidents to resolve known issues without escalation.
- Predictive maintenance to anticipate and prevent IT disruptions through pattern recognition.
- Scalable technician support that expands support capacity without adding headcount.
- Continuous learning engine for improving intelligence and accuracy with every ticket and interaction.
“At SuperOps, we believe the future of IT is not about humans versus machines, but about agentic intelligence dramatically amplifying human potential,” said Arvind Parthiban, the co-founder and CEO of SuperOps. “With Monica, we’re not just automating tasks—we are transforming the very nature of IT operations. Monica eliminates the mundane, anticipates issues before they occur and enables teams to deliver faster, smarter service. This isn’t the future—it is happening now. Monica empowers every technician to operate like your best technician, allowing MSPs to scale without burnout and drive real business outcomes with confidence.”
The relaunch marks SuperOps’ commitment to building AI features that deliver real outcomes across the spectrum of autonomy—from assistive tools to independent execution. Monica is now available, as SuperOps continues to expand the platform based on customer feedback at the core of its roadmap.
