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The pain of manual ITSM operations goes something like this:
Users wait hours for an IT issue as simple as a password reset.
If it is beyond typical ITSM issues, a service desk attendant takes more than usual to analyze logged reports and identify the problem to escalate to the right person. So much more is wasted between understanding the problem and handling the issue to the right person for a solution.
Most days, users report the same issues, running the same ITSM cycle for resolution. Unfortunately, things can be overwhelming for service desk agents, and downtime can stay longer, which causes productivity issues.
ITSM automation can help transform how you handle your current ITSM operations processes.
Natural language processing is a highly competent machine learning technology that expands automation capabilities and helps massively redefine IT support.
Those who want to start with ITSM automation for their IT support initiative need some essential strategies.
Ours is a detailed article on top ITSM automation strategies to help you redefine IT support in 2024.
As you picture this, automation brings many potential benefits to your ITSM operations to help you stay user-centric and gain business value.
We know a service desk is integral to your business processes, so let’s keep in mind one thing — automation is critical.
To start with your ITSM automation initiative, it is essential you build the strategies that can help you redefine IT support in 2024.
It is no longer a secret that HR or IT support spend more than five hours per week doing repetitive tasks.
When you plan to implement automation in ITSM, find out areas in which workflow automation is necessary to alleviate your team’s workloads and bring much more flexibility for everyone. Generally, organizations are grappled with mundane processes, which are repetitive and labor-intensive.
Such are consequences that cost you growth.
Concerning that your ITSM can be too irritating for your users, you can choose to automate some processes such as,
Getting your team to discuss what is necessary for your service desk to automate is significant to making one informed decision and validating your strategy.
Any change takes time to be effective for an organization.
It involves communicating with different stakeholders and getting their nod for the project.
As a CISO or IT leader, you can talk about the benefits of ITSM automation to stakeholders and tell them why workflow automation in ITSM can bring immense value to your business.
To prepare your list for the PPT presentation, refer to the ITSM automation benefits section in this article.
IT service management automation holds significant promise for your organization to streamline repetitive tasks.
But things can be tricky and overwhelming if they set high expectations from this automation project.
Significantly, you set clear goals for your team about their roles and responsibilities.
Know one thing: ITSM automation can effectively automate simple or common IT or HR support tasks.
In this case, self-service is a suitable medium for users to solve their problems. But, rarely, they can always tackle their issues autonomously. You must ensure that your agents know this industry standard and have enough knowledge and resources to help users guide them appropriately to a perfect resolution.
Every business has different ITSM needs. Your IT service management needs also differ. So, do your self-service use cases for IT or HR support.
There are so many processes that work for your team without automation.
Say attendance or timesheet automation through a self-service portal.
This is a compelling use case for any organization that needs to be automated.
But if you have more compelling business needs, i.e., employee profile update in the HRIS system, PTO inquiry, user provision, etc. — prioritize them first and design your workflows for self-service automation.
For example, Workativ conversational AI is a perfect AI and ML solution with deep NLP technologies and capabilities to help implement your self-service workflows without the need to write a single line of code.
Plan which use cases are highly essential for your business processes and keep them on a priority list.
Generative AI does look like a buzzword — but it isn’t.
Given the facts, Generative AI can perform many NLP-related tasks with its ability to generate unique content; it can also help augment how automation works in most scenarios.
An existing self-service automation can help users know how to work with a company-specific CRM tool – but by allowing them to read through a long article.
With Generative AI-powered self-service, users can generate consolidated answers and automate knowledge discovery efficiently — by retrieving answers in a bulleted point or with some diagrams or steps that help absorb knowledge fast.
While searching for an efficient IT service management tool, consider Generative AI for a seamless user experience.
When you implement something new, a change tends to cause discomfort for your employees.
They choose to continue with the old method of handling work and avoid using the new tool.
The best ways to get your people to hold on to new processes of ITSM automation follow below:
Change is inevitable, but getting your people to adapt to it is essential.
ITSM automation project needs end-to-end visibility to ensure it aligns well with your business objectives.
As an IT leader of the automation project, keep track of a few essential things—
Release management is essential for a project to be successful. When ITSM automation is your priority, focus on release management.
As every business experiences password reset or onboarding challenges, you can begin ITSM automation with these two use cases.
To start small and see the effectiveness of your IT service management automation, create workflows with a no-code automation tool platform such as Workativ.
For employee onboarding automation, you can create end-to-end workflows, from setting up a profile in an HRIS system to creating an account in the IAM platform to configuring an action for a ticket in the ITSM platform, such as ServiceNow or SolarWinds.
Similarly, you can create password reset workflows and see how they work for your people for internal processes.
It is not about just launching and forgetting.
Post-deployment, you need to double down on efficiency to ensure everything about the automation workflows is fine.
Keep an eye on knowledge management resources so that they are updated, and provide the latest information to users for autonomous resolution of problems.
Besides this, ensure your ITSM platform or embedded self-service is easy to manage.
With continuous improvement on the automation side, your team can save time and energy and become productive.
To facilitate your automated workflows in the specific domain, you must follow certain regulatory measurements so your people or users can avoid unintentional compliance violations.
Choosing the right platform to allow ITSM automation is essential.
The market is flooded with a vast number of products. But which suits your budget, domain-specific needs, or offers intuitiveness are significant factors before you zero in on a product.
For example, if you want to start quickly yet seek efficiency, Workativ conversational AI can help.
Workativ is a no-code platform, which means it is easy for non-technical people to use.
With Workativ, IT leaders can implement workflows quickly for industry-leading use cases.
Schedule a demo today if you want to implement Workativ for ITSM automation.
ITSM automation is critical to your business success. Many leaders might think to de-prioritize or otherwise postpone the plan.
ITSM automation comes with practical solutions and potential benefits for your business, so you can help your people reduce time to minimize the impacts of events on your processes while enabling them to handle ITSM problems autonomously.
Other than the legacy system in which agents experience a tough time managing the exact tickets or are overburdened with ticket volume, automation makes their processes less labor-intensive.
If you are looking for a simple yet efficient ITSM automation platform, Workativ conversational AI allows you to gain business objectives and empower your people.
Do you want a free demo? Get in touch with our sales experts.