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If you're currently deploying an ITSM platform within your company or you're thinking of doing so, it's likely that you have certain goals in you: You're looking to increase the effectiveness of your IT service company. You're looking to improve cross-departmental collaboration. You're looking to reduce operating costs and boost ROI. These are just a few of the many benefits an ITSM platform can provide. However, of all the goals you're hoping to accomplish with the ITSM deployment, one goal stands above all others: improving customer service. The main objective of ITSM, or the "S" in its name is to provide service. In other words, to put it in a different way, the ultimate purpose of ITSM is to assist the people that depend upon and utilize IT processes. Once you demand a useful reference about ITSM Automation, look at this site. In reality, sometimes the best way to assist individuals is to exclude them from certain aspects of the process. What Can Automation Do For You? Automation is becoming a reality. Automation is becoming more common. They can often be transferred to machines that accomplish the same job with greater accuracy, efficiency and effectiveness. Although it is sometimes seen as negative, automation isn't necessarily a bad thing. It can be a positive factor if done properly. It frees people from the routine, monotonous tasks for which we're simply not equipped. It lets people focus on the tasks that call for their unique skills of empathy, creativity, cognitive reasoning, and imagination. Through virtually every sector, automation is at the forefront of major transformation. It frees people up to do what we are well-suited to do: imagine and setting new boundaries. That includes the IT sector. This should also be a part of your ITSM platform. ITSM and Automation: A Perfect Match ITSM is a complicated set of repetitive tasks. These are the types of jobs that are automated, which is what people usually prefer to not do. Here are a few examples of the most common ITSM processes: Password resets (which can account for 40 percent to 60% of service desk calls, according to Gartner) Tickets for opening and updating Onboarding employees Configuration management Change management IT financial management IT process automation (ITPA) When connected to your ITSM platform, is able to automate these tasks and numerous others that take time, productivity, and energy from your employees. Some benefits of ITSM Automation Eliminating repetitive tasks An ITSM automation tool increases the ability to eliminate low-level tasks and use the shift-left method. This strategy moves level-1 tickets to self-help and eliminates some lower level requests altogether with the help of automation. This decreases the need for repetitive tasks and allows employees to concentrate on more complex requests. Robust Analytics and Reporting Proper analytics and reporting can help the service desk identify areas for improvement inside and outside of their own workflows. Service analytics and reporting via ITSM automation should go far beyond simple reports from the service desk by collecting historical data and storing it for the long term and using pre-built reporting capabilities to visualize trends so you can be more actionable and effective in your company's service delivery plan. Flexible User Experiences Automation doesn't need to be a standard solution. Staff working at the service desk and the staff who are submitting tickets can enjoy more flexibility through the utilization of ITSM automation. An ITSM portal that's efficient and includes automation capabilities must be able to meet the diverse demands of the users. A Simpler Scaling-Up of Major Incidents Similar to the way artificial intelligence for ITSM automatization sends tickets to the right party for resolution, it may also flag major incidents. This is particularly useful for organizations that do not have a 24/7 support team. For example, there are times in the evening and on the weekends where traditionally no one is actively monitoring system issues or tickets. In the event that the system is down or there is some type of disruption, it's of paramount importance to be able to automate the process that can escalate major problems and issues to appropriate people especially when resolution cannot be delayed until normal business hours because of an outage that is major to the service. Since outages do not have to impact the budget, this could result in savings in costs.
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