IT Service Management and automation are becoming popular across a range of businesses, and for good reason. ITSM automation could lead to improved efficiency as well as simpler procedures that are clearer. ITSM automation can cut costs, reduce time, and eliminate repetitive tasks from teams. It's a bit confusing if you're new to ITSM automation. You may think, "My service team is modern with my human agents. I don't need any automation!"

Simply stated, Automate IT Services can transform your service desk into something extraordinary. But what is ITSM automation? And why should you get involved when you have other initiatives waiting to be implemented by your IT department?

What is Automation in ITSM?

Although ITSM is often employed as a catch-all phrase for the way you manage information systems, ITSM automation refers specifically to digital tools and programs of use and delivery of ITSM and ITIL processes and best practices. These procedures can involve creating and tracking tickets, offering self-service responses to requests that are simple, and works to support enterprise-wide digital transformation.

ITSM automation is achieved with the help of ITSM software that specifically utilizes structures and stored information, and AI technologies like chatbots or virtual agents. Using automated workflows, knowledge databases, and ITSM tools to provide the infrastructure, IT helpdesk chatbot helps to increase efficiency across multiple departments and teams, reducing the number of calls and redundant tasks to the service desk, and extends beyond IT. Automated ITSM coupled with a self service portal can increase productivity by up to 30% across the entire enterprise.

ITSM Automation Initiatives and Use Cases

ITSM automation is an excellent tool for teams trying to return to their normal routine following a post-COVID setting. It can be utilized by blended teams, remote teams, or employees on site.

ITSM automation projects don't have to be difficult, expensive or confusing. It can be used by every department to create tickets or house self-help articles for HR, Finance, and other departments.

The Top benefits of ITSM Automation Capabilities

Implementing ITSM automation does not necessarily mean that you will no longer have people-facing interaction with people. These most effective ITSM automation benefits can assist you in embracing changes and assist you to make a choice on whether or not automation is the right option to implement on the IT staff.

Workflow and ticketing enhancements

It is essential that tickets get routed to the right person when they arrive at the service desk. Service desk employees can benefit from automated workflows to ensure that once a ticket comes in that it is dealt with properly each time. This will not only reduce the amount of time needed to handle every ticket from beginning to finish, but it will improve overall efficiency. In Aisera you will be able to learn about AI.

Improved Efficiency of Change and Incident Management processes

ITIL provides insight into best practices for change, incident, and management of problems. But where is an ITSM automation tool fit into these procedures?

A person or group that is in charge of problem and incident management will likely be too busy dealing with the firefighting in the field of incident management to devote the time needed to study and analyze the issue. ITSM software can aid in incident management. It provides the necessary tools and information to make changes, resolve issues and develop solutions.

A Better Experience

The service desk customers (also known as employees) are treated the same way as external customers. They want a pleasant, personal experience every time. Chatbots and conversational AI using Natural Language Processing (NLP) are able to make the difference between long articles on knowledge management, self-service, and a positive, personal experience. Rather than digging through an outdated wiki in the self-help section of the ITSM platform Users can talk to chatbots to seek solutions, and also give insight to the service desk prior to when they begin working on the ticket.

More Efficiency at the Service Desk

A service desk that's efficient can be taken to the next step with an ITSM platform. It can increase productivity by combining automation and ITSM. The service desk could increase their productivity by combining an automated IT self-service portal with chatbots. This will eliminate the need for lengthy chats to resolve issues and diagnose them.

Eliminating repetitive tasks

ITSM automation tools permit you to automate lower-level tasks and implement a shift left strategy. This technique shifts level-1 tickets to self-help and eliminates lower-level requests entirely by using automation. This helps reduce the amount of repetitive work and allows employees to concentrate on more complex requests.