10 Best IT Workflow Automation Practices to follow for Chatbots designed with Workativ Assistant

10 Best IT Workflow Automation Practices to follow for Chatbots designed with Workativ Assistant
What is IT workflow automation?

When many think of IT workflow software and IT workflow automation, they will often picture a process flow diagram. While, in the past, all IT workflow automation would have been carried out this way, there are now more intuitive and sophisticated platforms available. Unlike ‘box and line’ diagrams, IT workflow software characterized by simpler concepts require little-to-no training. It is because of this progression in the simplicity of IT workflow software that more managers have been able to automate processes within their businesses.

By automating the work that is required for the coordination, management, and execution of processes, IT workflow automation means that businesses not only work efficiently, but more effectively as a team. This is because, through automated workflows, companies can gain better visibility. With less time spent on repetitive manually-intensive processes, a team can work to their own individual strengths to further progress a business, not just maintain it.

Employee onboarding, for example, requires a routine and consistent approach within a HR department to make sure that employees are confident in their new role. An automated onboarding process can be a remarkably effective way to break down the individual components that go into onboarding, meaning that everything is accounted for.

By designating clearly what the task is and who is doing it in an automated IT workflow, the risk of error, miscommunication or oversight is reduced dramatically. For automated employee onboarding, the time-efficient benefits are dramatic. By receiving the training and knowledge they require as soon as they need it, new employees will feel confident in the business and able to quickly become an active member of the team.

Using an IT workflow automation Software-As-A-Service (SaaS) like Workativ, automating your existing workflows is simple and straightforward without any need for coding. Workativ does the rest for you. While traditional BPM software is effective at dealing with larger standardized procedures, lack of service orchestration, form based process, extensive costs, training and people required to use it often outweigh the benefits. Workativ’s innovatively simple workflow automation software is perfect for businesses that want instant results. Simply choose and download your preferred IT workflow automation from the automation marketplace, connect, configure and Workativ will automate it for you. You don’t even have to lift a finger!

No Code - Free Conversational AI Chatbot

Challenges during IT workflow automation

It is best to take into account the following IT workflow automation challenges before proceeding further.

1. Identifying processes to automate

Nearly, 80% of automation opportunities remain undiscovered in organizations, even those that have deployed the first phase of their automation projects struggle with what new use cases they should automate next. 65% of time and effort is still spent on understanding processes before implementing automation. One way companies can approach process discovery for automation would be to do a quick ticket analysis and look for the top ticket drivers. For instance, repeated requests for user provisioning indicates that this can be a good candidate for IT workflow automation.

2. User Acceptance

A difficult part of any strategy or software introduction is the transition phase, meaning the transfer to daily operations. Especially for IT departments and administrators, the introduction of new processes and software is associated with a lot of restraint and skepticism because the employees trust their existing tools. It is of decisive importance to integrate IT employees early on in the automation process and, if necessary, to have the management clarify the importance of the project in detail.

How to get started with IT workflow automation

Automating stuff shouldn’t be a pain. That’s why we’ve done all the heavy lifting for you. Use Workativ’s no-code automation designer with advanced engine to deliver true automations for IT support.

Check out this link to get started right away!

Where all IT workflow automation can help you

Let’s take a look at where all IT workflow automation applies.

1. Unlock Account

Account lockouts for ensuring security are vital, but unlocking accounts is a highly time-consuming task for the helpdesk.  Reduce help desk calls by offering a AI self-service option to employees while maintaining the security of desktop workstations with an IT workflow automation software like Workativ. Using Workativ’s conversational IT chatbot for employees to unlock accounts autonomously improves productivity.

2. Reset Password

Low-level issues like ‘password reset’ prevent the helpdesk team from working on more critical issues. Self-service password reset through a conversational chatbot via IT workflow automation deflects calls or requests away from the helpdesk. This ensures that password reset issues get resolved autonomously, bringing down the cost of support for repetitive requests.

3. User Provisioning

Employees lose time being productive due to delays in access to business applications, therefore increasing business operation costs. An innovative IT workflow automation solution for user access and provisioning, through integration and automated workflows between IT, HR, and security apps helps in increasing employee productivity. This ensures secure and faster access for employees creating an improved employee experience with a significant reduction in time and cost for business.

4. AI Ticketing

Many calls reach the helpdesk for low-level issues with employees waiting on tickets to get resolved. AI-powered IT workflow automation that delivers an automated resolution of repetitive issues reduces the requests to helpdesk. A more personalized ticketing process with intelligent AI improves the employee experience and increases productivity.

10 benefits of IT workflow automation

Here are ten benefits of IT workflow automation that businesses can’t ignore.

1. Reduced operating costs

The cost of running a business’s operations is increasing every year. We can see that the rise of the expenses is not just by a few percentages. Such situations can make it difficult for a business to remain competitive. That’s where IT workflow automation comes into the picture.

The ever-changing technology landscape has introduced several options like Workativ for businesses. They can automate routine IT tasks that consume most of their time. They will substantially obtain several benefits of IT workflow automation. Doing so will not only reduce business expenses but also makes things manageable for the employees. An enterprise obtains many benefits of IT workflow automation if they decide on automating their process. A business can save up to 60 percent of level 1 support costs with IT workflow automation.

2. Deliver superior employee workplace support

Nurturing customers as well as employees is the ultimate goal for any business to survive. As service standards continue to improve, enterprises must seek new opportunities within their ecosystem that enable superior customer as well as employee experience and increase their brand equity. Integrated intelligent IT workflow automation provides a means for enterprises to accelerate their digital journey and step change customer/employee experience in a number of ways:

  • Identify quick wins through automation such as self-service, general inquiries, status updates for employee complaints, new requests, onboarding.
  • Embedding intelligence within business processes using automation, AI, conversational systems and other technologies helps enterprises to cater to their customers/employees. It ensures better CX/EX with every step of providing service.
  • Transparency builds trust within the stakeholder ecosystem thereby providing superior and real-time CX/EX.
  • Anticipating and managing employee needs becomes easier with self-service. Intelligent IT workflow automation capabilities within service processes help achieve personalized and proactive customer/employee self-servicing across various enterprise channels for faster response times and improved employee experience.
3. Improve productivity

Employees today struggle to perform under the weight of mundane, repetitive work. Influenced by their own customer experiences, employees want similar experiences in their jobs, but too much back-office work prevents them from engaging in higher value activities.

Investing in IT workflow automation as an effective co-worker to streamline repetitive, rule-based, information-processing tasks empowers your employees to focus on core activities that require more creativity and innovation. Likewise, IT workflow automation software like Workativ does not require new IT systems to be implemented so productivity levels are not interrupted during the introductory phase.

Employees will be the first to appreciate the benefits from IT workflow automation as it can alleviate the demand from non-value-added activities, allow them to engage in richer interactions with other employees and customers, and perform tasks that require more brain power. Instead of feeling like robots themselves, your employees become the architects that drive the core innovations and efficiencies of your company.

4. Service Orchestration

Companies struggle to unlock data and information from different applications. This is critical to ensure that a business process can be automated end to end. A classic example of end to end workflow automation is employee onboarding where the automation program interacts with various applications like HRMS, Access Management, ITSM etc. A workflow automation platform makes it possible for companies without needing to invest in complex integration projects. If you are wondering whether your company may need an integrated system, read more here.

5. Scalability as Your Business Grows

Businesses grow and so do employees each year. And with growth, companies need to grow their workplace support which leads to an increase in business expenses. But with workflow automation, companies can scale better, faster without even having to spend a dime.

In order to support scalability, automation platforms include a variety of capabilities and features that enable IT to automate everything from onboarding to ticket management workflows. With fewer manual tasks to complete, IT can achieve the scalability the organization needs.

6. Enables Remote Working

The COVID 19 crisis has put the world economy in turmoil and has exposed companies with a lack of digital transformation. The fact that working remotely has become the only possible work option has taken many companies by surprise and they soon realized that they were not ready for the challenge. Companies that had already digitized their operations, have pleasantly discovered that IT workflow automation and remote work are a great combination.

Companies, that are undertaking digital transformation, that realize this implies more than simply modernizing some of their processes and involves a vision that includes automating their processes, have already established the necessary foundation for remote working.

7. Better optimization of resources

In typical employee onboarding, time and resources are committed to ensuring staff are trained on the skills that are required to work effectively and efficiently. For many organizations, this is where learning and development starts and ends. However, organizations that thrive know that ongoing learning is essential to both employee and company growth.

IT workflow automation and AI provide an excellent opportunity for organizations to re-invest in the skills and capabilities of their employees. With the capacity that IT workflow automation and AI unlock, time can be invested in training employees on more advanced skills. Staff can be redeployed to work on more value-added activities, including customer/employee facing interactions and revenue-generating initiatives. IT workflow automation and AI initiatives also require employee oversight and support, and current Subject Matter Experts are often well positioned to transition into an IT workflow automation or AI Centre of Excellence. With a thoughtful approach to training and upskilling employees and designing new value-added roles, a transition to IT workflow automation and/or AI can lead to a more rewarding work environment that motivates staff and boosts morale and engagement in the workplace.

8. Make better projections

Adding AI to an integrated system enables decision-making where your technological support is humanlike. IT Admins would be able to make decisions on what to do with the data, based on what is being constantly analyzed. For example, in IT processes, AI-powered IT workflow automation can easily identify what are the IT self-service that employees make use of on a regular basis.

9. Improvements in internal communication

With companies moving to a remote work culture, it becomes imperative now more than ever to track employees’ morale on at least a weekly basis. With IT workflow automation, you can automate the employee feedback process entirely via a conversational AI chatbot. An IT workflow automation with a conversational AI chatbot that sends out targeted messages to employees in their Slack or Microsoft Teams channel works well in this scenario. The AI chatbot will check up on employees by asking them questions related to their mental and physical wellness and record employees’ answers so that managers or HR personnel can get a good idea of how their employees are feeling and how they can help them.

10. Digital is faster and always on

With an IT workflow automation software like Workativ, employees don’t have to stand on a queue or wait on long calls to the help desk for simple repetitive issues like password resets and account unlocks. Instead, employees can resolve their IT issues themselves just by telling Workativ what to do conversationally. It’s that simple. In this way, employees can resolve their IT issues on-the-go, anytime just by bringing up Workativ on their Microsoft Teams or Slack channel. This results in better employee experience and an overall increase in ROI for the company as well.

Delivering remote IT support for employees is more important than ever. We can help automate employee support with intelligent chatbot and workflow automation, out-of-the-box. Sign up for Workativ at workativ.com today!

Auto-resolve 60% of Your Employee Queries With Generative AI Chatbot & Automation.