General automation vs true automation

Better user experience, reduced costs and increased productivity with true automation from Workativ Assistant

In the ITSM space, what does automation mean overall for the organization?

  • Reducing operational costs
  • Improving service delivery and reduced service resolution time (MTTR)
  • Enhancing work continuity
  • Increasing efficiency and staff productivity
  • Visibility and control of workflows

Reducing operational costs and MTTR are the areas that are paramount in IT support. The need for automation is common across organizations due to processes that kill productivity. Most often, service desk support agents consume time on low-value tasks and routine work. Instead, time spent on delivering exceptional customer support and delivering high-value work should be the norm.

Why organizations choose to automate the IT support process

  • Cut manual effort
  • Level-up IT productivity
  • End-to-end automation of service delivery and service support processes

Why do organisations choose to automate the IT support process?

Limitations of Automations provided by ITSM tools

While ITSM tools can automate a lot of everyday tasks, it is not enough as they would still require the involvement of an IT team to handle issues.

  • ITSM tools focus on task automations. i.e., ticket routing, ticket classification.
  • ITSM tools lack empirical data to trigger automation; they are just not intelligent!
  • ITSM tools do not orchestrate with 3rd party applications. The ones that do focus are on Enterprise space and are very expensive.
  • ITSM tools do not have the required capabilities to resolve issues or service requests by itself.
  • The self-service portal approach is static and still requires human intervention.

Automation should be beneficial and add real value to an organization, and in that it should complete the job without human involvement. We term this as true automation.

Self-service in workplace support is useful only when an employee of an organization can genuinely self-resolve issues or requests with ease and reap its merits to the fullest. While it is true that self-service portals are employed by many organizations today, it still nudges employees to reach out for further help from a service desk agent. Furthermore, it relies heavily on the knowledge base and is neither innovative nor productive for employees.

How does Workativ Assistant deliver true automation?

Automated resolution

With a robust AI and automation engine, Workativ Assistant enables automated resolution. Therefore, the mundane and repetitive issues are kept away from the service desk or IT support team, reducing the team's involvement in low-value tasks.


Workativ Assistant is a truly modern AI-led self-service tool that surpasses other ordinary chatbots with the intelligent automation capability. The virtual assistant enables employees to resolve requests on their own at any time without having to wait in the queue to have their IT issues resolved.

End-to-end automation through tight integration

Workativ Assistant integrates with several conventional IT and business applications such as Microsoft, Workday, and Active Directory to handle a variety of use cases. Also, various other ITSM helpdesk solutions such as Freshdesk, Zoho, Zendesk, ServiceNow, Jira, and IBM Control Desk are integrated, to achieve end-to-end automation.

Workativ Assistant offers a complete AI and automation solution for operational tasks and enhances IT support with automated resolution. Automating everyday tasks and allowing resources to focus on other, more complex issues helps increase an employee's productivity and free up IT resources.