Adding Automation to Your ITSM Platform Is Key to Achieving Your Most Important Goal
Posted by on April 10, 2018
Whether you currently deploy an ITSM platform in your organization or you’re considering doing so, it’s likely that you have certain goals in mind:
- You’re looking to increase the efficiency of your IT services organization
- You’re hoping to enhance cross-departmental collaboration
- You’re seeking to reduce operational costs while boosting ROI
These are just a few of the many benefits that an ITSM service platform can deliver.
But of all the goals you hope to achieve with your ITSM deployment, one stands above all others: improving customer service. After all, the ultimate goal of ITSM—the “S” in its name—is service. Or, to phrase it a bit differently, the ultimate purpose of ITSM is to serve the people that depend upon and use IT processes.
Ironically, sometimes the best way to help people is to remove them from certain areas of the equation.
Where Automation Can Help Serve…
We are living in the age of automation. With ever increasing frequency, tasks performed by people initially can then be passed on to machines that often perform them more effectively, accurately, and efficiently.
Though sometimes regarded negatively, the trend toward automation is not a knock against people. When done right, it’s a good thing. It frees people from the repetitive, mundane tasks for which we simply aren’t well suited. And it allows people to focus on tasks that require our unique strengths of creativity, empathy, and cognitive reasoning.
Throughout virtually every industry vertical, automation is at the forefront of massive change. It frees people up to do what we are suited to: envisioning and establishing new frontiers. That includes the IT industry. And it should include your ITSM platform.
ITSM and Automation: A Perfect Marriage
By its nature, ITSM involves lots of repetitive processes—the very sorts of tasks best suited to automation (and that people are often pleased to avoid). Consider a few common examples:
- Password resets (which can consume up to 40% of service desk call volumes, according to Gartner)
- Opening and updating tickets
- Onboarding employees
- Configuration management
- Change management
- IT financial management
Integrating IT process automation (ITPA) with your ITSM platform can automate, in part or in whole, these and many other tasks that routinely drain time, productivity, and energy from your staff.
The Benefits of ITSM Automation
Several years ago, Forrester predicted that the future of ITSM would involve automation. The Forrester report stated its case quite bluntly: “Adding automation allows you to be faster, cheaper, and at a higher quality.” And just last year, an InformationWeek article echoed the earlier Forrester piece: “…if routine requests for IT services could be automated, it would free up some of the organization’s most computer-literate workers to do more productive tasks.”
ITSM automation offers:
- A reduction in costly, time-consuming human errors
- Cost savings
- Faster, more efficient responses to incidents and alerts
Ultimately, and most importantly, ITSM automation improves the user experience. The result is a cascading impact that can spur cost reductions and increased worker efficiencies throughout every niche of your organization.
Ayehu Combines ITSM with IT Process Automation
Ayehu’s intelligent automation and orchestration platform leverages artificial intelligence (AI) and machine-learning algorithms in automating the manual and repetitive tasks of ITSM. When integrated with Cherwell’s ITSM, Ayehu makes it possible to:
- Automatically open, update, and close tickets, and query tables in Cherwell
- Leverage SMS and email for event notifications and escalations
- Streamline and accelerate incident reporting, escalation, and resolution
- Eliminate manual tasks (and the errors that inevitably result)
- Ensure complete documentation of end-to-end processes
- Reduce service desk chaos
- Ease and automate many CMDB management tasks
Ayehu’s process automation software connects seamlessly with the Cherwell ITSM platform, can be installed on premise, and is easily customized for Cherwell users. When integrated with Cherwell, Ayehu provides all the benefits of ITSM automation.
Cherwell Makes It Easy to Incorporate Automation with ITSM
As with all of Cherwell’s industry-best partners, Cherwell customers can now easily implement Ayehu’s automation capabilities with the Cherwell platform. For more information, get in touch.
Discover 5 practical steps you can take to prepare for artificial intelligence in our eBook.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
Gartner 2018 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2018 Magic Quadrant for IT Service Management Tools. The magic quadrant provides an evaluation of nine ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements.
You might also be interested in
Why Extend Service Management Beyond IT
A new report from Forrester discusses discusses how ESM has become a competitive advantage both for IT teams and the business alike.
4 Big Benefits—And Hurdles—of Artificial Intelligence in ITSM
We spoke with Jan-Willem Middelburg of Pink Elephant and Roy Atkinson of HDI about the impact of automation and AI on ITSM.
What HR Can Learn From IT About Workflow Automation
When IT takes the lead in automating the employee request and fulfillment process, HR can take advantage of workflow automation in place.