IT Service Desk Automation

Automating IT Service Desk for
Maximized Productivity

IT Service Desk Automation

Automating IT Service Desk for
Maximized Productivity

The Global Cloud IT Service Management (ITSM) market size is predicted to reach up to a whopping $14.6 billion by 2025, increasing at a market growth rate of 20.3% CAGR. This clearly indicates the huge potential that RPA has in this industry.

RPA, as the most potent technology, can transform all areas with digital IT capabilities, primarily centered around the IT Service desk. The overall impact of automation on the service desk promotes agility and improves process performance for optimum business profitability. With automation taking over, each processing activity is improvised to orchestrate data exchanges, remove manual intervention, and automate responses.

The Struggle is Real for the IT Service Desk Team

The Struggle is Real for the IT Service Desk Team

Rising customer demand

Customers today expect a certain level of preventive service with prompt delivery. They demand accurate resolution of the issues raised with low response time.

Service delivery optimization

IT service desk operations will continue to be laborintensive as companies transition to a digital future. On average, first contact resolution at 74% in 2020, which is expected to rise in the near future. So optimization is the need of the hour to provide a better customer experience.

Real-time communication

As per a survey, around 43% of IT service desk tracks user requests via email. With the list of work requests mounting, it is challenging for the managers to assure real-time communication.

Rising cost of operations

The average cost of using a level 1 service desk agent to manually handle requests is $22. With employee involvement increasing every day, the cost of operations has multiplied eventually.

Rising customer demand

Customers today expect a certain level of preventive service with prompt delivery. They demand accurate resolution of the issues raised with low response time.

Service delivery optimization

IT service desk operations will continue to be laborintensive as companies transition to a digital future. On average, first contact resolution at 74% in 2020, which is expected to rise in the near future. So optimization is the need of the hour to provide a better customer experience.

Real-time communication

As per a survey, around 43% of IT service desk tracks user requests via email. With the list of work requests mounting, it is challenging for the managers to assure real-time communication.

Rising cost of operations

The average cost of using a level 1 service desk agent to manually handle requests is $22. With employee involvement increasing every day, the cost of operations has multiplied eventually.

Potential Use Cases in IT Service Desk automation

Potential Use Cases in IT Service Desk automation

CASE STUDY

Dubai’s 3rd largest bank modernizes service desk with intelligent automation to automate more than 150 use cases.

Service Desk Automation using AutomationEdge

Service Desk Automation using AutomationEdge

Robust Automation

Automate 10-40% of IT service tickets, provide self-service to facilitate business users with a quick resolution, drive efficiency with ticket classification for email, IVR, & chat-based tickets.

Rapid Deployment

Customize rapidly with a rich library of ready 500+ connectors, & integration with IT & business applications, get tech assist to add humans in the loop for resolution.

Integrated platform

Integrated service management in one place, inbuilt RPA & iPaaS technology to automate 99% of applications in your infrastructure, reduced cost & improved analytics.

IT ticket resolution cost when handled manually is $25 against $0.10
when handled by a virtual support agent.

- Gartner

AutomationEdge Hyperautomation Platform Benefits

AutomationEdge Hyperautomation Platform Benefits

Improved Analytics

Improved Analytics

Join thought leader webinar that will showcase accelerators and industry best practises to automate processes in small insurance agencies and claims to large insurance companies. Explore potential use cases such as filling out forms, keying data , assigning case, uploading and downloading  documents etc.

Time & Cost Savings

Time & Cost Savings

90% TAT improvement, 25% reduced operational cost.

Scalability

Scalability

Join thought leader webinar that will showcase accelerators and industry best practises to automate processes in small insurance agencies and claims to large insurance companies. Explore potential use cases such as filling out forms, keying data , assigning case, uploading and downloading  documents etc.

AI-powered Intelligence

AI-powered Intelligence

Real-time performance monitoring, ticket based data discovery, deep insights for data, & web portal access for IT ticket uploading

Ticket Intelligence 
& Analysis

Ticket Intelligence 
& Analysis

With the help of proprietary intelligent algorithms, we can help you understand your data from various parameters like the true category of tickets, automation potential across service requests, incidents and enquiries , knowledge document needs and so on.

CogniBot – AI
Chatbot for IT

CogniBot – AI
Chatbot for IT

AutomationEdge CogniBot for IT is AI in the cloud which understands the language of employee conversations with enterprise IT. CogniBot helps in freeing up bandwidth of IT support staff by deflecting service desk tickets, reducing call volumes, and automating common requests.

AutomationEdge Integrations with IT Service Desks

Do you use something else? We can automate that too.

AutomationEdge Integrations with IT Service Desks

Do you use something else? We can automate that too.

CUSTOMER SUCCESS

Venkatesha Murthy share his experience on Digitizing Service Desk Operations with RPA

Are you ready to give rich experience to your employees?

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