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9 Benefits of Automation in Service Management
ITIL, Service Management - March 04, 2022
Does your organization take advantage of “automation for IT Service Management” to unleash
extended capabilities for your service desk? Is your IT department searching for a feature-rich,
future-ready way to deliver critical IT services amidst increasing employee expectations,
digital transformation trends, technology upgrades, and a competitive business landscape?
No matter what your end goal, this blog is tailored to address your organization’s high-end
Service Management automation needs and highlights the major benefits of automation for Service
Management that are multifaceted.
Automation for IT Service Management has triggered business modernization, simplification, and
digital transformation across the business landscape. Increasingly, businesses are pushing to
introduce automation in human-centric processes which allows them to augment IT efficiency and
customer satisfaction by improving service quality and the customer experience.
Your IT department can leverage automation for Service Management in order to streamline
workflow and enhance IT efficiency while simplifying business processes. In addition, it helps
save time, reduce costs of business management and technical services, and minimize repetitive
tasks to help your teams prioritize higher-value business operations that accentuates
Let’s look at the top 9 ways in which automation for Service Management can transform your
1. Streamline employee onboarding
Service Management automation can help organizations add value when onboarding new resources and
personnel. A new resource requires access to various internal IT systems and resources specific
to his or her department as well as the organization in general. Rather than having the hiring
manager or the resource reach out to the IT department directly, companies can automate the
access request to be addressed automatically.
In the past, a new resource would need to raise an access request through a traditional IT
service management system; now, the Service Management triggers an automatic notification for
their HRM with instructions to request specific access for the new employee.
Your organization can analyze the data and assess the automation system of the Service
Management tool frequently to look for improvements and adjustments. Such a dedicated assessment
program helps Service Management teams ensure seamless automation workflow that scales and
transforms with the business requirements.
2. Improve problem and incident management processes
Service Management automation systems help simplify, streamline, and strengthen problem
management practices and eliminate incidents, defects, and redundancies.
Individuals who are accountable for both problem management incident management can be bogged
down by handling multiple incidents, mainly due to considerable amount of time being spent in
investigations and analysis as required for effective problem management.
With Service Management automation, companies are provided with insights into problem and
incident management and equipped with tools and support that allow them to efficiently resolve
incidents and problems. Additionally, this solution helps you implement both short-term and
long-term solutions and free up resources for high-value tasks.
3. Improve customer satisfaction and experience
Automation for Service Management has largest effect on customer satisfaction and business
operations. Improving customer and client service is the end-game of Service Management
automation as nearly every department outside the IT perimeter rely heavily on some level of
Service Management automation equips companies to deliver a faster, efficient, and higher
quality experience. It is a robust combination – delivering services in line with the customer
needs and delivering them quickly. Service Management automation achieves this goal as it
connects the back and front office for a seamless workflow.
An example of Service Management automation can be seen when organizations automate their IT
processes for repetitive tasks like access request, password reset, or other repetitive task
4. Improve service desk efficiency
In general, applying automation to any aspect of a technology or business operations will
magnify the efficiency of an existing operation. This applies exactly to Service Management
automation as well.
Automation for Service Management amplifies the productivity efficiency of the service desk. By
eliminating protracted conversations, IT staff can focus on more important tasks rather utilize
that time to resolve the incident and focus on the root cause to eliminate repetitive
occurrence. Service Management automation can improve the efficiency of a service desk by up to
30 percent and save the organization a significant amount of operating costs. With simplified
administration, improved self-service capabilities, and a reduced number of repetitive tasks,
automation for Service Management can provide clarity to an overworked general-service desk,
thereby helping your service teams to stay on track.
5. Automate cloud processes
Many organizations deal with customers and clients who work on public or private cloud-based
resources provided by Service Management tools. Most often they automate provisioning with an
end-user portal where developers, engineers, and customers can access automatically provisioned
resources within any public or private cloud platform.
Along with executing this, they can tick all boxes required for standardized Service Management
processes including change and request management. This should be deployed so that - when and if
audits are done – you can verify that all-important steps as per a governance standpoint have
It is important that you prove the accuracy of those metrics as a success standpoint to mitigate
the risks for your customers. With Service Management automation’s GRC governance, risk, and
compliance cover, businesses can ensure compliance whenever something is provisioned including
provisioning a new service or justifing a burst in the capacity.
6. Collect user feedback more efficiently
The ability to gather anonymous customer feedback, either from those who submit tickets or
those who resolve them, can assist businesses in bridging the gaps between what should be done
and what can be done.
Service Management automation simplifies the way you collect suggested changes, feedback, and
opinions regarding different business processes without holding time-consuming conversations. As
an alternatvie, automation can be used to trigger a short survey at the end of each interaction
to understand what processes can prove overly cumbersome and what areas you can streamline.
7. Automate IT helpdesk ticketing systems
One of the most important functions of Service Management is to bring automation into the
incident and IT helpdesk ticketing processes. With Service Management automation tools you can
quickly and easily apply relevant incident escalation, ticket categorization, issue updates,
etc. In addition, IT helpdesks get the privilege to resolve tickets automatically with runbook
The confluence of Service Management and automation significantly decreases the labor and
man-hours associated with incident identification, categorization, assignment, and triage while
enabling IT teams to focus more on priority aspects such as planned change implementation, root
cause remedy, and problem resolution. For examle, a monitoring tool detects a slow app that has
violated its performance KPI thresholds at 3 am on Sunday, triggering the Service Management
automation utility to raise a ticket, evaluate application status, and either suppress or
auto-resolve the ticket, rather than escalating the alert.
In such an event, the automation toolkit can resolve issues without troubling the IT staff on a
weekend, late-night, or early morning.
8. Automate Service Management workflow
Much of what an Service Management tool automates are the most simple, redundant, mundane, and
repetitive tasks. These tools rarely deliver clearly visible cost-cutting, but it is imperative
to understand what your organization can achieve from employees who get more time to work on
creative, complex, and high-value projects than executing repetitive tasks. As companies become
more accustomed to low-level automation tools, they can more readily embrace newer, high-end
Automation is classified in three major categories: automation of outbound functions, automation
of inbound actions, and automation within the Service Management tool itself.
“Automation of inbound actions” includes incident and ticketing to report and detect minor
issues such as low disk space.
“Within Service Management Automation” includes assigning SLAs automatically based on
priorities, customers, and contracts, assigning specific workflow responsibilities to
appropriate users, groups, etc.
“Automation of outgoing functions” includes extending the applicable knowledge to
individuals who log in to the system, going a step ahead of simple keyword search.
9. Accelerate change management processes
While new strategies and systems are critical to allow the business to evolve and be more
competitive, it might cause service disruption if an efficient change management approach is not
in place. In order to facilitate a seamless automated change management model, many businesses
use the ITIL framework. ITIL provides a continuous, standardized set of best practices and
terminology for defining the systems and processes to be automated.
Using automated change management aspect of ITIL, organizations can establish the best practices
for change management while implementing an automation toolkit for approval, calculation of
impact, business calendar impact, impact of change on all other change requests. In doing so,
they can decrease the time it takes to act on requests for change and improve efficiency by
reducing the costs associated with change management.
ISSQUARED, Inc. is one of the potential automated Service Management solutions and services
provider to startups, SMBs, and enterprises worldwide.
With an exquisite range of agile, unified Service Management toolsets and automation
implementation services, ISSQUARED helps simplify, improve, accelerate, and modernize critical
business processes such as incident management, employee onboarding, service desk, change
management, cloud processes, Service Management workflow, and more.
Over the years, ISSQUARED has helped hundreds of businesses to streamline workflow, reduce
operational costs, improve business efficiency, boost employee morale, augment customer
experience, and generate more returns on their investments.
Connect with us to discover how the powerful, feature-rich Service Management toolsets with
automation capabilities and implementation services by ISSQUARED can transform the way your
Based out of the Dallas office, Richard Phillips has been with ISSQUARED since the acquisition
in May 2019, and prior to that with legacy NCA since 2014. Richard earns over 20 years of
experience in the unified communications market, with a variety of responsibilities including
large scale enterprise deployments, sales enablement, support, project management and
leadership. Richard owns a great expertise in engaging with customers, learning about their
environments, designing, implementing and supporting solutions that meet their changing business
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