If you suggest an IT organization consider automating some of its processes you might hear “ We have too many complex/ad hoc processes to automate,” or “ Our users cannot understand it.” They can’t even remember their profile password and keep coming to us every week.
While there are some shades of truth, that’s not the whole story. However, there are multiple processes that are difficult to operate, but there are technologies as well that can automate multiple workflows and ensure smooth and faster IT process automation.

What is IT Process Automation?

IT process automation basically involves the use of automation technologies like RPA to automate manual and repetitive IT processes that take ample time for employees to execute. This can include tasks such as resetting the password, getting the data and asset access, network support, and many others. IT process automation basically comprises three functions and these are-

  • Automating Processes
  • Centralizing Data Access
  • Reducing Input Requirements for People

Overall IT Process automation software can bridge multiple systems, applications, and people altogether and create a unified IT infrastructure without any bottleneck.

As per the report, process automation market is expected to grow at a CAGR of 12.2% and anticipated to increase USD 19.6 Billion by 2026.

ROI from Process Automation by Department

Source: Salesforce.

Growing Trends in IT Process Automation

The future scope of IT process automation (ITPA) is quite promising as more and more organizations are turning towards automation to streamline their IT processes and increase efficiency. With the increasing complexity of IT infrastructures and the growing demand for digital services, automation in IT is becoming increasingly important.

Here are some potential trends and developments that may shape the future of IT process automation:

  1. Adoption of AI and ML

    AI and ML can be used to automate complex IT processes, reduce manual errors, and provide intelligent insights. As AI and ML technology continue to advance, it will be integrated more and more into ITPA solutions.

  2. Focus on Cloud Automation

    With the increasing adoption of cloud computing, IT process automation will be required to manage complex and dynamic cloud environments. Cloud automation tools will be used to automate the provisioning and management of cloud resources.

  3. Increased Integration with DevOps

    DevOps practices emphasize automation, and as such, ITPA will play a critical role in enabling DevOps teams to streamline their workflows and reduce the time required to deploy applications.

  4. Rise of Robotic Process Automation (RPA)

    RPA involves the use of software robots to automate repetitive and time-consuming tasks. As RPA technology continues to advance, it will be used to automate more complex IT processes, freeing up IT teams to focus on more strategic initiatives. As per the report, the market for workflow automation is expected to increase a CAGR of 33.3% from 2023 to 2030.

  5. Low-Code/No-Code Platform

    Unlike traditional application development platforms, low-code platforms allow developers to create applications with less code. Most of them provide drag-and-drop interfaces and other tools that make application development easier and faster. With higher adoption of IT Process Automation, Low Code/No Code platform can make the implementation smooth and fast.

  6. Process Mining

    Trends in IT process automation involve more than technology. It requires utilizing technologies to automate multiple simple or complex processes without compromising the quality and efficiency of a process. Processing mining is one of the growing trends That entails a thorough examination of the process, its relationship, and the data required for process execution.

Common Challenges of IT Process Automation Implementation

Challenges in IT Process Automation Implementation

Source: Salesforce.

Here are some common challenges that organizations may face when implementing IT processes:

  1. Resistance to Change

    Implementing new IT processes may require changes to existing workflows and procedures, which may cause resistance from employees who are used to working in a certain way.

  2. Complexity of Processes

    Some IT processes can be complex, with multiple steps and dependencies. Implementing these processes may require significant planning and coordination.

  3. Integration with Existing Systems

    IT processes may need to integrate with existing systems and processes, which can be challenging if the systems are outdated or not designed for integration.

  4. Lack of Metrics and Monitoring

    Measuring the effectiveness of new IT processes is critical to ensure that they are achieving the desired outcomes. Without proper metrics and monitoring, it can be difficult to evaluate the success of the new processes.

  5. Maintenance and updates

    IT processes require ongoing maintenance and updates to ensure that they continue to meet the organization’s changing needs. This requires dedicated resources and ongoing investment.

What are Examples of IT Process Automation?

Right from reducing manual costs to offering higher productivity, IT process automation in business offers a lot more than just automating the repetitive process. But where to start with the IT process? Automation in IT can be implemented in multiple repetitive and time-consuming processes, some of the areas of automation in IT are-

  1. Service Desk Automation

    Service desk automation, also referred to as IT service desk automation, involves implementing automated processes to optimize and simplify various tasks within a service desk’s scope. This encompasses all aspects of support provided by the service desk, including responding to inquiries from employees or customers and resolving their issues.

    Also, service desk automation allows service desk agents to check the service requests, offer instant resolution, escalate incidents in a matter of clicks, and enable employees to meet service level agreements with ease. With automation in service desks, enterprises can reduce operational costs by 25%.

  2. System Health Check

    Health checks serve as a way to capture the current state or condition of a system’s well-being or functionality at a specific point in time. In this particular instance, the health check involved confirming that data generated on one networked system was successfully observed by the other systems within the network.

    It can be exhausting to monitor and determine the status of devices and the agent’s application and send an alert before any critical issue arises with certain predefined rules. Leveraging IT process automation enables the documentation of all steps in the workflow for future investigation or statistical reporting.
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  3. Application Monitoring

    Application monitoring plays a crucial role in the realm of IT process automation. It involves the systematic observation and tracking of various software applications to ensure they operate efficiently and reliably. Manually monitoring and taking care of all the applications requires constant effort and time from service desk agents.

    Here, service desk agents can use automation to create an autonomous application monitoring system that can check IT systems in real time and track the utilization of server resources, database connections, and other infrastructure components to offer better proactive management and optimization of IT resources.

  4. Ticket Intelligence Automation

    Ticket intelligence automation in IT utilizes AI and machine learning to streamline support ticket management. It automates ticket routing, classification, and even resolution for common issues. Natural language processing technology can easily understand user inquiries, while analytics offer insights and predictive capabilities. This way, IT process automation enhances efficiency, reduces manual work and improves the support experience.

  5. IT Compliance Management

    Compliance assessment involves automated tools scanning and analyzing IT infrastructure, systems, and processes for rule violations, including access controls, configurations, network security, and data handling. Automated reporting and documentation tools can create detailed reports capturing compliance status, identified problems, remediation actions, and evidence of compliance.

    Also, when violations occur, automated systems trigger remediation workflows or alerts to address non-compliance promptly. And the best thing about IT compliance automation tools is that it can seamlessly integrate with various IT infrastructure components, allowing for efficient data collection and enforcement. These systems can further be updated to adapt to changing regulations, standards, and policies, ensuring ongoing compliance.

  6. IT Infrastructure Management

    Handling repetitive activities such as software upgrades, data backups, and resource allocation is a time-consuming and iterative process. IT infrastructure automation involves leveraging technology and specialized tools to streamline the control, deployment, and oversight of an organization’s IT infrastructure.

    This encompasses various elements within the IT ecosystem, such as servers, storage units, network gear, databases, and other critical components. Additionally, automation enables organizations to attain higher levels of uniformity and standardization throughout their IT infrastructure, simplifying the overall management and upkeep processes.

  7. Employee Onboarding

    All across IT organizations, employee onboarding is a huge and monotonous task that service desk agents have to handle. From recruitment to offering asset management access, service desk agents have to deal with a lot of tasks that require constant manual effort.

    Here, RPA bots can be a helping hand in automating the employee onboarding process and perform tasks like generating welcome emails, digital document verification, user account provisioning, documentation, training reminders and notification. This way, automation simplifies the employee onboarding process and offers better employee experience.

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Benefits of IT Process Automation

IT Process Automation comes with a bunch of benefits that hugely include a positive impact on costs, time, and production, but many benefits can be deeper, like enhanced accuracy, reliability, and productivity, as well as improved employee experience and morale. Let’s check out these benefits in detail.

  1. Enhanced Productivity:

    Since IT Automation hands over paper-based, repetitive and mundane tasks to robots that can work faster, longer and with accuracy, it elevates the quality of the output. This lets employees focus on more important tasks. Moreover, this productivity depends on the type of robots that have been deployed.
    Attended Bots: These bots collaborate with humans to perform tasks. Bots and humans divide responsibilities to complete tasks.
    Unattended Bots: These bots function without human assistance. These bots amp up productivity as they can work 24/7 without any assistance or controls.

  2. Compliance:

    Deploying RPA robots in various operations helps businesses build out their compliance programs that add extra layers of control to every operation. They minimize the probability of errors and generate 100% accurate audit trails.

  3. Efficiency

    RPA bots elevate overall business efficiency in different ways:

    • 24/7 Operations: Unlike humans, RPA bots don’t get tired or neither take breaks nor off. They carry out the assigned tasks around the clock. Moreover, they notify humans and keep certain tasks aside that need human guidance.
    • Faster and Efficient Processing: RPA bots perform tasks faster than humans with no or fewer errors. It positively impacts ticket addressing and enhances customer experience.
    • Data Analytics: RPA collects data while performing multiple business operations. These analytics can be used to address issues and, improve business performance, treat inefficiencies, bottlenecks and underperforming areas.
  4. Cost Effective:

    Automation takes out the dead air from operations and encourages employees to handle harder and more important tasks. It saves money that could be paid to employees to handle mundane and repetitive tasks. This money can be paid as wages to employees handling tasks with a bigger impact.

  5. Customer and Employee Satisfaction

    RPA is one magic wand that makes monotonous, boring work disappear and empowers employees to get ready for more challenging and creative things. This enhances employee morale and efficiency. Additionally, help business to provide an immersive customer experience.

  6. Scalable Process Automation

    Depending on the business, RPA can be scaled easily. With minimum or no cost, RPA helps to keep businesses agile. This is possible as RPA can be quickly and efficiently scaled.

How to Implement IT Process Automation?

Implementation plays a significant role in making the most of IT Process Automation. This implementation can comprise the following steps:

  1. Identifying Automation Candidates

    In the first step of implementation, the best-suited IT operations can be selected for automation using metrics and KPIs.

  2. Defining Process Requirements

    The second most important step of implementation is to list down the requirements to automate the shortlisted IT operations, like Software, hardware, licenses, data, permissions, etc.

  3. Automation Partner/Tool Selection

    Once you list down the requirement, you can get an idea of the tool you require. If not, you can partner with an automation provider that can provide the best-fitting tool matching your requirements and cost. However, while choosing a tool, you must consider cost, flexibility, compatibility, the scope for scaling, and ease of use.

  4. Execution

    IT Process Automation execution may vary depending on your hardware and software. If you opt for multiple tools, ensure they are compatible with each other while configuring. You can also create the necessary templates and data inputs.

  5. Automation Testing

    Before making it live, you must test your newly implemented automation in the live environment. Ensure all data inputs, outputs and functioning. Create alerts or notifications wherever needed.

  6. Employee Training

    Well-aware employees are necessary to handle or monitor newly implemented IT Process Automation. Provide necessary training, support and guidance.

  7. Feedback

    Once everything is done, the next part is monitoring and optimizing. Here, Change management comes into play. Make necessary changes in the way your business processes are being carried out to ensure that the automation meets your requirements.

How can AutomationEdge help?

AutomationEdge, being an IT Process Automation expert, helps businesses automate the common NOC tasks and semi-automated resolution of alerts, events and tickets. The IT operations that automation can transform using RPA bots are service desk ticket resolutions, application support, end-user support, document processing through the data center, security operations, and scheduled activities like generating alerts or password reset. These automated processes eventually take care of server restart, service restart, health check of systems and applications, database resolution, network, and compliance performance issues.

Advantages of AutomationEdge’s IT Process Automation

AutomationEdge’s IT Process Automation Benefits

Frequently Asked Questions (FAQs)

  • What is IT Process Automation?

    IT process automation involves the use of automating the repetitive and time-consuming tasks that takes a large portion of time in processing service ticket request like password reset, payroll, employee onboarding, and a lot more.

  • Why Use IT Process Automation?

    Having a high volume of service ticket requests and extracting, analyzing and processing data manually leads to delayed resolution. Leveraging automation in IT involves the use of chatbots and self-service portals where customers can raise a service ticket and get auto-ticket resolution at a faster pace.

  • What are IT Process Automation Use Cases?

    Using automation technologies like RPA, IT leaders can automate user management, asset management, data sharing, service desk automation, and many other processes.

  • What are the Benefits of IT Process Automation?

    With automation in the IT process, IT leaders can get away from repetitive and time-consuming processes like resolving password reset requests and service desk tickets. Having IT process automation in an organization a lot of time is saved, and overall process efficiency is also increased.