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Andrew Baumann I  October 5, 2022  I  5 min read

10 Ways ITSM Automation Transforms Business

10 Ways ITSM  Automation Transforms Business

Automation takes repetitive tasks and processes off your team’s plate so that they can focus on business-critical work, while reducing human errors and decreasing the cost of technical and business services. IT service management automation can also improve customer experience and streamline employee onboarding. And it’s the foundation for transformational enterprise service management, letting process owners develop their own processes without relying on IT.

Here are 10 ways that ITSM automation can transform your business:

1. ITSM workflows

Process automation through ITSM takes care of redundant but critical tasks to keep your organization operating efficiently. Those tasks include incoming needs like incident reporting or file routing, internal ITSM tasks like SLA categorization and assignments, or outbound needs like notifications of new processes or ticket context.

Taking these tasks off your team’s plate with automation frees them up to focus on complex, mission-critical tasks. Your team can innovate, setting for change management strategies and ways to evolve and improve the customer and employee experience, instead of maintaining the status quo.

2. IT help desk ticketing systems

Efficient and thorough incident ticketing is critical to keep your business running smoothly. But it requires proper incident escalation and ticket categorization.

ITSM automation identifies incidents as they occur and creates tickets. It can even resolve issues without creating a ticket for your team to address. Your team can focus on resolving problems and uncovering root causes of issues in the system, instead of managing tickets.

3. Faster change management processes

Deploying new systems and strategies effectively and with minimal disruptions to your business is another way ITSM automation improves your company’s efficiency. By creating a consistent and systematic way of managing changes to your IT infrastructure and processes, your business reduces its risk and increases the speed at which important improvements and new deployments can roll out.

With multi-level and approval workflows, your organization can implement seamless changes while enhancing your DevOps team’s collaboration with service desk agents.

4. Consistent, fast website updates

If your website frequently needs updating, automating processes and tasks through your ITSM platform can ensure that visitors always have the most up-to-date information. Automation can update product descriptions with the newest info, add better quality pictures, and update prices.

5. Automating cloud processes

Service catalogs are a critical component of cloud management infrastructure. ITSM can automate provisioning through a portal that allows users to automatically provision resources within your cloud infrastructure.

Automation can also ensure that your cloud deployment stays in compliance with any necessary rules and regulations, providing strong cloud governance and minimizing risk to your organization.

6. Streamlined employee onboarding.

Human resources takes numerous steps to get new employees up and running, from creating email accounts and phone extensions, to creating accounts and requesting access cards.

ITSM automation makes it simple for HR to provision and configure computers, phones and other equipment, get accounts created quickly and give people the access they need to do their job as soon as possible. Just as quickly as employees onboard, ITSM automation can offboard employees that no longer work for the business. Removing access to critical data and applications immediately.

7. Improving your customer experience and satisfaction

Round-the-clock availability and faster ticket resolution are among the ways that ITSM automation can improve customer’s experience and satisfaction. By generating tickets, routing them automatically to the appropriate team members, and generally managing the back-end of tickets, your team can focus on resolving issues more efficiently for customers.

Collecting feedback and comments from customers also benefits from automation. Your company can trigger surveys or polls when tickets are closed, gathering key data on what’s working best in your issue response and what needs improvement.

8. Robust analytics and reporting

Speaking of key data, ITSM automation can help your team gather and store historical data that enables you to view trends that can inform improvements to your service delivery. Customer dashboards allow you to track key metrics in real-time.

Manually creating help desk reports from large amounts of data is not only time consuming but can inevitably lead to human errors and inconsistencies. Automation improves the accuracy of customizable reports while taking lengthy data entry tasks off your team’s to-do list.

9. Easier productivity measuring and simplified project management

Organizations are increasingly realizing that tracking results, instead of hours, is a better way to measure their teams’ productivity. This is especially true with the rise of remote work and blended workforces.

ITSM automation can provide productivity metrics like call handling time, ticket handling time, and project timelines, which offer insight into how well your team is managing its workload. These same features make it simpler to manage projects by automating notifications and task/ticket creation to keep your projects steadily moving forward.

10. Build a true enterprise operation

The process automation and standardization achieved through ITSM automation serves as the foundation for a single operating system for your organization. That system works in concert and ties your strategy to execution, and your business operations to IT operations.

By aligning the goals and approaches across your lines of business, you can achieve harmony between processes and people through your technology and respond to customer and client needs as one cohesive, agile unit. Achieving true Enterprise Ops means investing in a single platform, like Atlassian Jira Service Management (JSM), or integrating multiple platforms like ServiceNow and JSM.

Getting started

Beyond designing and deploying your ITSM system—like we did for Atlassian when we handled their own JSM deployment—MajorKey can fine-tune the alignment around new processes, help you understand what technologies do out-of-the-box, and deliver enterprise service management that meets enterprise-wide IT governance. Contact Us

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