Are you contemplating expanding the automation of your IT service management (ITSM). Perhaps your IT department simply trying to figure out a way to meet the increasing business demands for technology as well as the increased expectations of the people it serves? In any case this blog is designed to help from the benefits of adding IT helpdesk automation to the most important steps for getting your automation investments in the right direction. The main benefits of Automation in ITSMThe "why" of the majority of issues in IT these days is pretty easy to understand, with the modern business requiring: Additional technology for IT departments to manage and support. Faster change, including the development of new capabilities. Improved technology capability with higher-quality services and employee experience improvements. Lower unit costs. Key steps for getting your ITSM automation right As with many things in the ITSM world, or the enterprise service management world it's worthwhile looking to the mistakes and successes of other organizations before starting something new or changing the way things are done. Here are some key steps to ensure you've got your IT Support Automation right. Learn the distinction between automation and orchestration. The distinction between orchestration and automation could be described as simply the setting up of the task to be executed by itself. Orchestration, on the other hand, is the automated execution and completion of multiple tasks. Think of digital workflow or digital process.
Take into consideration the ROI (ROI). Don't automate "just because you could." Instead, automate processes to reap a set of benefits. Automate only when it has more benefits than its costs. This could include speed, operational costs as well as error reduction. It could also free employees to perform other things, or anything other than that. Learn what is possible to automate (or orchestrated) Automating repetitive tasks with repeatability and predictability is feasible. It's possible to automate or orchestrated if it can be described, traced, and with predictable results. You can find out more about AI at Aisera.com. Find ways to orchestrate when you can. Some tasks, like the reset of passwords, are usually fairly self-contained. If you automatize tasks without in turn orchestrating the way in which the task is executed, it's an optimization local to the task. Expert ITSM professionals are aware of the dangers resulting from local optimization and the same holds true for automation. Make sure that the capability is prepared for automation The red flags to look for when making this decision include instances where processes or tasks are unclear or not complete. Or when the defined processes don't consistently deliver expected outcomes. Or in cases where the processes aren't transparent or require manual intervention. Ensure that appropriate automation tools and capabilities are available Utilizing the wrong technology, or utilize technology that's not suitable for use for automation and orchestration, is an invitation to frustration and failure. Learn and develop the necessary set of skills The success of automation depends on the availability of the right personnel with the right qualifications - designing skills, logical thinking and reasoning, organizational knowledge, and more. Do not attempt to automate without having the right people. These suggestions should aid to your IT department as well as the entire organization when it comes to incorporating automated processes into their operations.
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