Since its inception, the discipline of ITSM has seen significant changes and evolution. With the trend toward automation, the rise of artificial intelligence, and the push for digital transformation, ITSM is taking on a more prominent role in many organizations today. This is especially true now as many businesses are looking for ways to differentiate themselves in terms of client experience and service quality.
With this in mind, AutomationEdge has presented a popular IT Process Automation platform among many of our customers to show how to provide an exceptional experience for ITSM users. Even giants like Gartner have featured AutomationEdge for gaining traction in the ITSM industry. IT also intends to assist businesses to improve their IT service management by collaborating with multiple technology alliance partners. Today, Modern Service Management is critical to improving employee satisfaction (ITSM users). And, AutomationEdge quenches the thirst for the same.
AutomationEdge to Achieve High Speed IT Service Request Resolution
In the past, automation linked with digital projects concentrated on cost reduction. However, as more businesses adopt a client-centric approach, the focus has shifted to Customer Experience (CX).
Because employee experience directly correlates with staffing satisfaction and efficiency, which impacts customer experience, the focus is to accelerate transformation with both Employee Experience (EX) and CX automation programs. Additionally, as companies progress up the ITSM maturity ladder, speed and efficiency will become more important not just for customer-facing apps but for the entire organization.
So, what’s holding firms back from improving their customer service? They don’t have a centralized mechanism to design and automate end-to-end procedures that span various services, platforms, and teams. The following are the four main roadblocks to this transformation:
Within a company, individual services and divisions may have their systems and tools. However, due to a lack of centralized visibility across all systems, organizations cannot monitor the performance of services and cross-functional activities, which has a negative influence on employee experience.
Data in Pieces
Integrating data sets across services can be complex and time-consuming because many services depend on legacy databases.
Steps to a Manual Service
Many teams are locked in a constant cycle of using old-fashioned methods to get their work done since most firms struggle to connect data, systems, and processes. This generates inefficiencies and difficulty in keeping up with service demands, whether they’re responding to service calls, onboarding a new employee, or managing the maintenance logs of a fleet of cars.
To Transform Digital Operations, You’ll Need a lot of Resources.
Architecting new services and refining old processes frequently necessitates the use of code by teams of developers. This is both time and money-consuming.
To figure this out, consider some of the expenditures connected with helpdesk operations.
Let’s take a closer look at the type of return we might expect from automation.
Suppose we assume that remediating a complaint costs $20 and compound that by the number of requests your helpdesk handles. In that case, your organization is likely paying a significant amount of money manually addressing these issues. (For 2017, Jeff Rumburg of MetricNet determined a rough price of $20 per ticket.)
Now we are going to surprise a few of you. Your cost per ticket lowers to $4 if you automate incident resolution, which is conservative. Nevertheless, applying automation to incident resolution significantly influences costs, so if you’re searching for a high-impact strategy to reduce your organization’s ITSM expenditures, automation is a smart option.
If you’re wondering what types of specific incidents you’d be automating using AutomationEdge, here are a few of the most typical ones we see:
- Restarting an application, service, process, or server
- Monitoring Application Log Files for specific keywords and taking appropriate action based on what’s discovered.
- Remediation of low disk space (always a popular thing to automate)
- Running SQL queries at 3 a.m., then combining the results into a report forwarded to the right people.
- Employee onboarding and offboarding (another popular one)
And the service desk will seek to automate a slew of other jobs for itself. In a self-help paradigm, what types of processes can we push out to end-users to remediate?
Doesn’t it sound like a fascinating question?
When you think about it, connect with us, AutomationEdge aims to provide end-to-end automation with advanced technologies like Conversational IT, AI, and others to cater to IT service desk requirements. Request a demo here or visit www.automationedge.com to know more about how these technologies can help you step up your IT operations.