Automating ITSM is not an option. It is must.

Before you begin, following will help you to understand what ITSM is all about.

ITSM or IT Service Management refers to how different IT teams achieve the end-to-end delivery of IT services to customers. These IT services can be all the activities to design, build, deliver, and support IT services. In other words, ITSM refers to a catch complete term for the way you manage information systems.

Take a look at the link below as well to know more about what Capgemini is doing in service management space.

A deep dive into the ITSM environment

As the name defines ITSM is service management where we manage processes like designing, planning, delivery, maintenance, and control of IT services and support system.  

We are living in the modern era of technology and the number of options available are vast. ITSM plays a role as the lifeblood to any mid size to large organization to manage and maintain the IT landscape, We must enjoy and make the most of this organization-wide digital mindset using mechanisms that make work simpler and improve processes throughout the organization.

We know that every mid to large organizations have a different department to achieve their different tasks like development, QA, Deployment, management, and many more unless it is a startup and a single person has to do all the work. Besides providing support environment to those internal departments, the production environment and the end customers needs takes the top priority.

And there is something about the automation

Automation is a process to accomplish any task without any human interference. Automation of any work is something that we must manage very seriously and carefully because if they’re not implemented seriously it can be dangerous for the organization.

So, automation is something that requires to be well analyzed and executed.

Why automation is important?

Nope, this is not what I mean when I said Automation. Before you jump onto conclusion, let's put in place the first-thing-first.

Automation of any work is something that we must manage very seriously and carefully because if they’re not implemented seriously it can be dangerous for the organization. So, automation is something that requires to be well analyzed and executed.

Let's look at what ITSM Automation is all about

ITSM Automation refers specifically to programs and digital techniques of use and delivery of ITSM and ITIL processes and most excellent practices.

These processes can include creating and tracking tickets, providing self-service answers to easy requests, and works to support enterprise-wide digital transformation.

All these processes can involve creating and tracking tickets, providing self-service answers to easy requests, and works to support enterprise-wide digital transformation.

Automation engines comes inbuilt into almost all the major ITSM platforms. Many of them especially uses structures, configuration based modules to utilize the application & IT infra information. These ITSM automation engines comes with advanced AI technologies such as chatbots or virtual agents.

The main goal of ITSM automation is to expand efficiencies across multiple teams and departments by using workflows automation, efficient KM and infrastructure monitoring.

Benefits of the ITSM Automation

Better resource demand, capability and allocation management - For example, automation helps in servicing customers 24 x 7 x 365. There are better ways available to measure and improve service processes when automated.

Reduces the depreciation of knowledge due to movement of resources.

Simplified Ticket System and Workflow-When tickets are routed to the service desk, it is crucial that they go to the correct person the first time. ITSM Automation helps to simplify ticket creation when there is an issue, while together routing them to the correct person.

ITSM Automation also helps in reducing the amount of time needed to resolve a ticket from start to finish.

Improve Experience of customers- Each customer of the service desk, or employees, are the same as external customers: they expect a positive, personal experience whenever possible. Chatbots and conversational AI with NLP (Natural Language Processing ) can help connect the gap between- long knowledge management articles, self-service, a positive, and personal experience.

Higher Efficiency in the Service Desk-With the help of ITSM automation the service desk can increase their productivity by reducing time-consuming conversations trying to diagnose and understand problems. 

Elimination of Repetitive Tasks-An ITSM automation software enhances the power to get rid of lower-level duties (subsequently enabling a shift-left initiative). This technique strikes level-1 tickets to self-help and eliminates some lower-level requests altogether by the usage of automation, thereby shortening the period of time spent on low-level tickets. By deleting the lower-level tickets, you increase the ROI on the cost-per-ticket.

Cost savings across IT-With the associated decrease in manual labor and expenses, that automation brings. Not only the direct labor savings but also the rework costs connected with making good after human errors.

Improved quality of delivered services –The quality, like value, There will no doubt be judged differently by different businesses. So, this could associate with one or more availability, speed, accuracy, or something else.

In Summary

When used altogether with chatbot technology, and information management database, and asset management, ITSM automation can result in a major cost decrease to your IT service desk budget and leads to customer satisfaction due increased efficiency.

With several repeated tasks, better execution of self-serve abilities, and easier administration, an ITSM solution can provide relief to an overworked service desk and can help your team stay on track.

In the next blog, I will be talking about ITSM automation guiding principles. In the meanwhile, do let me know your view here.