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4 Key benefits of Automation for ITSM

The “why” of most things in IT these days is pretty self-explanatory, with modern businesses requiring:

  • More technology (for the IT departments to then manage and support)

  • Faster change, including the introduction of new capabilities

  • Better technology enablement in the form of higher-quality services and employee experience improvements

  • Lower unit costs

Hence, it’s best to view automation through a benefits-based lens, with four key benefits of increased automation:

  1. Improved customer/employee experience and outcomes. In many ways, enhancing the customer or client experience is a key objective of IT automation – either directly through externally-facing technology in particular or in the support of other corporate capabilities where the linkage might not be so obvious. For instance, the IT department – and ITSM – might help to “power” a capability that better enables the employees who deliver the products and services that are eventually consumed by external customers. The automated provisioning of home-based working capabilities for employees is a great example of this. With the digital workflows and associated automation capabilities ensuring that employees are set up as home workers as quickly and as successfully as possible.

  2. Speedier and cheaper process execution and outcome delivery. For example, employee self-service service request fulfillment. Because as an organization increases in size, so will employee demands, operational complexity, and the repetition of tasks. Here, automating the service request fulfillment process means that employees will get their needs met more quickly, which means they’ll be happier and more productive, and the IT department (and consequently the business) benefits from reduced manual workloads and redundant tasks (and the cost savings this brings) plus, potentially, simplified front and backend workflows.

  3. Increased operational flexibility. A workflow management solution such as SysAid Workflow Designer allows organizations to improve both IT, other business functions, and interdepartmental workflows using automation – enabling previously disparate teams to work better together in driving up end-user productivity (as well as their own). Because digital workflows can be quickly designed, delivered, and modified – by non-developers using a visual interface, drag-and-drop capabilities, and easy-to-use editing tools – it makes it easier to change the current ways of working and quickly.

  4. Freeing staff from high-volume, low-value tasks to do more important things. An example is the automation of incoming ticket triage and routing – where incident-handling automation makes it easier for IT service desk staff to stay focused and up to date on their most important IT support tasks. Leaving the triage and the handling of the simplest incidents and requests to automation and service orchestration capabilities also delivers quicker outcomes, saves costs, and potentially offers a better service experience to employees.

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