Improve Help Desk Functionality & Boost User Satisfaction with IT Automation

Improve Help Desk Functionality & Boost User Satisfaction with IT AutomationWithout question, technology has become the foundation of business operations across every industry. As a result, help desk functionality is becoming increasingly critical. Help desks provide end users with a direct point of contact through which they can receive support for any and all IT issues they experience. The goal of any help desk operation is to provide fast, efficient first call resolution to reduce down time, thereby improving service levels. Adding IT automation can help facilitate this goal to not only meet, but exceed customer expectations at every turn.

To be most effective, today’s help desk operations must adhere to the following best practices:

  • Provide a single point of contact to report all IT incidents
  • Staff help desk with skilled, knowledgeable support personnel
  • Efficiently track all incoming notifications
  • Implement appropriate escalation procedures
  • Deliver fast and accurate problem resolution

So, what’s the best way to consistently achieve all of these best practices? The most successful help desk operations leverage advanced technology to handle incoming incidents, both reactively – by more effectively managing incoming notifications, and, in ideal cases, proactively – addressing potential problems before they have a chance to develop in the first place. IT automation provides this added level of efficiency and helps to improve the satisfaction levels of both the end user as well as the help desk agents.

IT automation can enhance help desk operations in a variety of ways, including:

  • Real-time, end-to-end incident management
  • Seamless notification and escalation process
  • Improved accountability and ownership
  • Remote incident management
  • Ability to incorporate automated response with human decision making
  • Self-service options for improved end-user experience
  • In-depth reporting to measure incident resolution performance and mean-time-to-repair (MTTR)

IT automation can also improve the internal functionality of a help desk operation. Typically, this department is comprised of personnel at differing levels of skill and expertise. Each level has different responsibilities and expectations. For instance, level 1 support personnel are typically the first point of contact for incoming incidents and may have the authority to provide support for more basic requests, such as password resets and system restarts.

Should the first level support team be unable to resolve the issue at hand, it is then escalated to the level 2 group, who are usually more knowledgeable and possess the experience and advanced IT skills necessary to provide more in-depth support. Finally, level 3 support is usually obtained directly from the software or hardware providers as needed. Of course, the goal of all three levels is to restore functionality and get the end user up and running again as quickly as possible.

What if there was a way to alleviate some of the more basic functions of level 1 support, freeing these staff members up to be able to improve their skill levels and assist those at higher support levels?

How much more efficiently would the help desk run in such a scenario?

Or better yet, what if there was a way to manage IT incidents so that problems could be identified and resolved prior to an alert even coming in?

With IT automation, you can accomplish all of this and more.

By automating custom workflows and supplying end-users with self-service options, level 1 support personnel are free to focus their efforts on more important tasks and projects. This instantly optimizes your resources, allowing for an enhanced level of support without the need to bring in additional personnel, which, in turn, looks good for your bottom line. And by automating and executing certain sets of checks and recovery procedures, incidents can be identified and addressed as soon as they occur, in many cases before a help desk call is even necessary.

Want your help desk to function as effectively and efficiently as possible? Want to improve and exceed service levels and create a better experience for both your end-users and your team? IT automation is the powerful tool that will help you do just that, improving business operations overall.

Try it for yourself FREE for 30 days! Click here to download.

eBook: 10 time consuming tasks you should automate

How IT Automation Can Deliver Continuous Operations

How IT Automation Can Deliver Continuous OperationsWith more organizations across the globe embracing cloud-based services, end-users can now access their files, data and applications via a multitude of channels and devices. This increased adoption has resulted in a rise in the demands and expectations of users to enjoy constant up-time. Even just a few moments of limited or no response could result in the loss of customers and, subsequently, revenue. IT automation can help meet these challenges and facilitate the continuous operation and availability of applications and services.

The reality is that running a successful organization requires tremendous effort behind the scenes. Ongoing releases, updates and patches may be a necessary evil, but they must be handled in a way that doesn’t impact reliability, performance and availability on the front end. Downtime simply isn’t acceptable in today’s IT environment. As such, continuous infrastructure monitoring is essential to ensure that any incidents that occur are identified, addressed and remediated as quickly as possible – preferably before any damage can be done and ideally without any service interruption.

Simply put, none of this is possible without a solid IT automation strategy in place. Furthermore, the orchestration of that automation is key. This ensures that various tools, applications and systems within the operations management chain remain properly connected and that all hand-off points are automated. This eliminates silos by enabling optimized, end-to-end automation.

The operations management chain includes tools for monitoring a variety of layers as well as server virtualization, network and storage management, database management, IT service management and application server management, just to name a few. With a quality IT automation platform in place, all of these tools can be seamlessly integrated to create a fully automated environment. It also ensures that all of these tasks, processes and workflows can be closely monitored and carefully controlled.

One area where IT automation can really make a significant impact is in the realm of release and deployment. As the demand for faster releases, new features, improved usability, resolution of defects and constant monitoring for security loopholes continues to increase, IT teams are under mounting pressure to meet those demands without any interruption of service. This can only be accomplished with the appropriate deployment tools and architecture in place. Continuous operations mean the end-user remains blissfully unaware that upgrades are even occurring until they are able to enjoy the benefit of additional functionality and improved user experience that come as a result.

Perhaps the greatest challenge the IT professional of today faces, however, is establishing and maintaining a truly end-to-end environment. According to the research director of Gartner, Robert Naegle, “It is still more common to see automation technologies popping up in functional islands, with I&O management later attempting to aggregate and orchestrate disparate technologies, scripts and workflows.” IT automation can facilitate this seamless integration with ease and with purpose.

What could your organization accomplish if it successfully achieved continuous operations? Find out now by launching your free trial of Ayehu automation and orchestration platform.

How to Get Critical Systems Back Online in Minutes

How Robotic Process Automation Can Solve Your Legacy Problems

How Robotic Process Automation Can Solve Your Legacy ProblemsThere are few things an IT executive dreads more than having to replace an outdated legacy system. You know…those ancient programs that hold some of (if not all of) the organization’s critical, “can’t survive without” data. The reality for many companies is that these legacy systems remain the foundation from which all business processes function. Unfortunately, as these systems become increasingly challenging to manage and are no longer capable of meeting the changing demands of customers, they become a much bigger concern. Thankfully, with robotic process automation, replacing them entirely is no longer the only option.

Depending on the overall scale of an organization’s legacy systems, replacing outdated technology with newer, better systems can take months or sometimes even years. Add to this the increasing pressure to ensure a seamless and error-free data migration. Finally, and perhaps most importantly, customers and employees alike must be able to access the systems they need just as they normally would even while the replacement is occurring. One IT executive in the banking industry likened the replacement of legacy systems to “changing the engine on a Boeing 747 while still in flight.” In other words, it’s incredibly difficult and a monumental task to say the least.

In the past, replacing entire legacy systems could be avoided (along with the astronomical costs associated with such a feat) by offshoring or outsourcing. Unfortunately, this is not always feasible, especially for companies that have a significant number of users. Robotic process automation provides the ideal solution to legacy problems, regardless of business size or industry. Here’s why.

It’s fast.

Let’s say a competitor of yours has come out with a new and improved feature to serve customers that your legacy systems unfortunately do not have the capacity to support. Rather than scramble to find a solution and waste valuable time in the interim, robotic process automation can help bridge the gap, either temporarily or as a long-term solution. Considering the fact that the legacy replacement process typically takes years to complete, RPA provides a much faster solution, allowing your company to remain competitive at all times.

It’s more secure.

One of the biggest downsides to outsourcing is the loss of control and subsequent increased data security risk associated with giving up that control. Because robotic process automation is an in-house solution, all of your sensitive data remains in the full possession of your IT department. This makes it an inherently more secure option. Additionally, unlike offshoring, with RPA you can easily scale up or down at a moment’s notice based on need.

It’s affordable.

The reality is, many organizations have been built upon old systems that date back to the 70s and 80s. For many, these ancient relics are simply too expensive to replace. Robotic process automation provides an affordable alternative, allowing businesses with any budget to break the chains that once bound them to their outdated systems. This opens up the doors to virtually limitless possibilities.

Obviously there are certain limits to how much RPA can revitalize legacy systems. For instance, this type of technology cannot actually alter outdated systems. It can, however, serve as an interim solution unless and until a full replacement becomes necessary. For many organizations – particularly those that do not have the means or resources to completely dismantle and replace their existing infrastructure, RPA may be well worth considering.

Want to try robotic process automation for yourself? Click here to start your free 30 day trial now.

eBook: 10 time consuming tasks you should automate

How a Large International Shipping Company Reduced Employee Onboarding Time by 90%

How a Large International Shipping Company Reduced Employee Onboarding Time by 90%Recently, one of Ayehu’s customers – a large International shipping company, won an award in automation and infrastructure from a respected magazine in Israel named ‘People & Computers’. This recognition was given due in large part to the impressive reduction the company has been able to achieve on their employee onboarding process by simply shifting it from human to machine through automation.

The company’s director of IT, together with the company’s HR Project Manager, realized that each time they hired a new employee, more than a week of time was being wasted performing such necessary onboarding functions as opening an account and granting permissions and lack of synchronization between the CornerStone (a cloud HR system) and IT infrastructure on-prem. Similarly, every time an employee changed status, the same time would be required to process his or her permission changes as well.

They looked for a solution to reduce the time being wasted in performing this process, and ultimately chose Ayehu to automate it. Together with Ayehu, the IT team created a fully-automated process that handles this task in mere minutes, rather than the previously required week of manual work across multiple departments.

In general, the automated workflow they created performs the following steps:

  1. Import the users’ details to a CSV file from the Active Directory
  2. Compare the changes in the current details to last weeks’ details, using CornerStone (a cloud HR system) and IT infrastructure
  3. Update the new users and their permissions in Active Directory and several SQL databases
  4. Open and close permissions and send a report to IT team

This entire process is now handled automatically with zero human input, which has cut the process time down by an incredible 90%!

How much time is your company wasting on manual processes and workflows? More importantly, what could your people achieve if they were no longer bogged down by these tasks? Experience for yourself the same liberating time and cost-savings that more than 100 companies around the world has achieved. Click here to try Ayehu’s revolutionary automation and orchestration platform absolutely free for 30 days.

eBook: 10 time consuming tasks you should automate

3 Challenges Every SOC Struggles With (and How to Overcome Them)

In the cybersecurity realm, security operations centers (SOCs) are under increasing pressure to not only be proactive about protecting networks and the sensitive data contained within, but in many cases, they are expected to be predictive. This is coupled with the demand to provide 24/7 protection. All of this requires that SOC leaders learn from, understand and remain a step ahead of would-be attackers. That being said, there are certain challenges that just about every SOC is plagued by. Here are three such obstacles and how to effectively overcome them with SOC automation.

Resource Allocation

One of the biggest issues SOC leaders face today is centered on staffing, or the lack of qualified personnel. Are there enough people on staff? Do they have the right skills for the job? What happens if and when someone leaves? While some organizations choose to solve this problem with outsourcing, there is then the compounded issue of greater vulnerability that comes with remote work environments.

3 Challenges Every SOC Struggles With (and How to Overcome Them)These resource constraints don’t have to be crippling to productivity or even growth, provided the right technology is in place. For instance, SOC automation can provide continuous monitoring as well as rapid response and resolution with little to no human intervention required. Such a setup enables even the smallest of teams to run efficient, highly effective and profitable operations.

Information Overload

There has been a noticeable shift over the last decade or so through which security operation centers have gone from intelligence scarcity to experiencing what can only be referred to as information overload. Today, SOC operators are challenged with sifting through mountains of data – from emails and reports to files and alerts – with a goal of extracting the information they need and leveraging that data to effectively thwart potential cybersecurity incidents.

To combat this challenge, it is recommended that SOC leaders focus on obtaining information from known and trusted sources, thereby narrowing volume and eliminating unnecessary noise. From there, they should prioritize and address the data that is deemed to be relevant to their particular environments. Furthermore, SOC automation can be utilized for better threat management and help avoid alert fatigue.

Data Integrity & Intelligence Management

Last, but certainly not least there is the challenge of standardization for the purpose of effective information sharing. Now that the cybersecurity domain has become a place where intelligence transfer is commonplace, there is a new struggle that involves determining and agreeing upon a set of standards for how that intelligence is classified, validated, communicated and, of course, protected.

To address this, the first step revolves around the development and adoption of common naming conventions and common indicator formats. For instance, naming identified APTs, malware and viruses. From there, creating and maintaining a database of past attacks and attackers is recommended in order to develop a set of best practices. This requires more of a focus on building a predictive and actionable defense rather than reactively putting out fires as they occur. Once again, SOC automation fits right into this strategy by providing the tools necessary to easily track, monitor and report cybersecurity data.

Is your SOC struggling with one or more of these common challenges? If so, automation could be the key to getting things back on the right track. Download your free trial of our innovative SOC automation platform today!

eBook: 5 Reasons You Should Automate Cyber Security Incident Response

5 Ways Automation Benefits IT Operations

5 Ways Automation Benefits IT OperationsMost IT operations managers struggle with the daily challenge of getting more done with fewer resources. This requires the intelligent use of technology, namely automation, which can effectively serve as a force multiplier, particularly in cases where staff is limited. In fact, there are five specific advantages for leveraging automation technology to streamline IT operations. These benefits are as follows:

Cost Reduction – Most organizations are actively striving to reduce costs whenever and wherever possible. Automation helps facilitate this savings in a number of ways, including greater output of work, fewer errors and lower human personnel numbers.

Enhanced Productivity – Automating workflows eliminate the need for manual work, which not only improves output, but it also frees up talented IT operations personnel to apply their knowledge and advanced skills to more important tasks and projects. Plus, by reducing turnaround time, more work can be processed on a daily basis.

Greater Availability – System outages can cost an organization millions of dollars in lost revenue, not to mention the damage to the company’s reputation. One of IT operations main priorities is achieving the highest levels of availability possible, an objective supported by automation. With things like automated save and recovery, round-the-clock system monitoring and remote communication, network downtime can be reduced significantly. Likewise, recovery can be facilitated much more quickly, mitigating damages.

More Reliability – Like it or not, IT operations includes some of the most mundane, repetitive (but entirely necessary) tasks, which is why it is also much more error-prone. When the human factor is eliminated from this process, those costly errors also go away. This is especially beneficial in larger networks that feature multiple operating systems. Automated IT operations can vastly improve reliability while simultaneously relieving personnel of tedious manual tasks.

Optimized Performance – Another hurdle most IT operations professionals face is the demand to perform tasks and workflows faster, more efficiently and at a much higher workload. It’s challenging to keep up with these demands without becoming overburdened with work. Thankfully, tools like automation can provide the missing link to maximizing performance without having to hire more staff.

In summary, automation help IT ops run like a well-oiled machine. Want to experience the above benefits for your own organization? Launch your free trial of Ayehu’s automation and orchestration platform today.

IT Process Automation Survival Guide

IT Team Working from Home? With IT Automation It’s Possible

IT Team Working from Home? With IT Automation It's PossibleWith the leaps and bounds we’ve made over the past several decades in terms of technology and the widespread adoption of cloud computing, more and more organizations are allowing telecommuting as an added benefit for their employees. Yet, paradoxically, those who are among the very industry that has enabled remote working – the IT industry – have somehow gotten left behind. The majority of IT professionals in the workforce today remain chained to their desks, trapped within the confines of their brick and mortar offices.  The good news is there is a light at the end of the tunnel that will enable IT staff to take advantage of technological advances and be able to successfully do their jobs from home. The answer? IT automation. Here’s how.

What’s been standing in the way?

Given the fact that businesses across all industries rely on their internal IT infrastructure to tie together every department and make the jobs of employees easier and more efficient, it’s no surprise that those running the show behind the scenes in the IT department have long been considered the “heart” of the company. They’re the ones that keep things up and running, from resetting passwords to restarting systems to managing down time in the most efficient and effective manner. It’s no wonder that the very thought of allowing these critical players to work from anywhere outside of the confines of the office would send shivers down the spine of every top executive within the company.

What happens if something goes wrong and half of the IT department is working from home? Can they really manage the situation remotely, or will the entire company suffer? It is this overwhelming fear that kept many IT professionals from being granted the same freedoms of other skilled employees in other departments. The result? Frustration, resentment, a lowered level of employee satisfaction and ultimately, higher turnover.

Enter IT automation as a solution to the problem…

The most obvious way that IT automation can be used to enable telecommuting is by allowing technology to take over many of the manual tasks that once required human intervention. When your team no longer has to spend hours doing repetitive manual tasks, such as writing scripts or managing workflows, there’s much more flexibility. Specifically, those simple but critical day to day tasks that are so important to keeping the entire company functioning, such as password resets and system restarts, can now be automated.

Another way that IT automation is changing the way IT departments work is in the methods that even complex tasks are being managed. For instance, network operation centers (NOC) are notoriously bogged down by incoming requests and tasked with upholding tight SLA’s to keep satisfaction levels high. Where these IT professionals would have previously been required to remain vigilant at their work stations to effectively manage incoming notifications, now those alerts and notifications can be sent instantly to the appropriate party via email or even SMS text and responded to remotely, thus freeing up employees to be able to do their jobs efficiently from anywhere.

Is it worth it?

It may be surprising to some the extent to which employees in the workforce today value the ability to work from home. In fact, in a study conducted by Global Workplace Analytics, 80% consider telecommuting an attractive perk in an employer. Furthermore, 36% would choose remote working over a pay raise. And telecommuting doesn’t just benefit employees. Out of 1,500 technology professionals polled, 37% of them said they would take a 10% cut in pay to be able to work from home. That means an automatic reduction in salary expenditure, not to mention lower turnover due to a boost in employee satisfaction.

Specifically, some of the many advantages of allowing employees to telecommute include:

  • Increases employee satisfaction
  • Reduces employee turnover
  • Increases productivity
  • Reduces unscheduled absences
  • Saves the company money
  • Promotes collaboration and employee empowerment
  • Allows for recruitment of talent without geographical restraints
  • Better for the environment

With more organizations granting their employees more freedom and flexibility to work from home, IT professionals everywhere were beginning to feel the impact. IT automation is now providing the necessary solution to eliminate the need for IT staff to be physically within the office, giving them the tools to effectively do their jobs from wherever they choose. This has succeeded in both leveling the playing field for IT professionals and in ultimately bringing even more benefits to the organizations as a whole – a true win-win.

Ready to see how IT automation can set your team free? Download your free 30 day trial today!

eBook: 10 time consuming tasks you should automate

The True Cost of Network Downtime

The True Cost of Network DowntimeA recent report published by IDC and sponsored by AppDynamics reveals the actual costs associated with network downtime and infrastructure failure. The results are pretty compelling. For a Fortune 1000 company:

  • The average cost of a critical application is between $500k and $1 million per hour
  • The average cost of an infrastructure failure is $100k per hour
  • The average annual total cost of unplanned downtime is between $1.25 billion and $2.5 billion

Obviously these numbers will vary depending on the size of the organization, but regardless, they’re pretty eye opening.

The survey also provided some valuable insight into adoption of DevOps tools. As it turns out, nearly half (43 percent) of respondents said they were already employing DevOps while 40 percent have a plan in place to do so in the near future. Yet, despite these relatively positive numbers, the survey also revealed some of the common obstacles to DevOps adoption, and they’re nothing we haven’t seen time and time again.

  • 7% Cultural inhibitors
  • 3% Fragmented processes
  • 7% Lack of executive support

Another intriguing trend the study uncovered references organizations that try to use their existing tool sets to create a make-shift DevOps environment. For these companies, there is a pretty hefty fail rate (somewhere around 80 percent), making it abundantly clear that in order to be successful in adopting DevOps, the appropriate tools and applications are needed. For those organizations doing the right thing (or those that intend to), the biggest initiatives driving those decisions include:

  • IT process automation 60%
  • Continuous delivery 50%
  • Continuous integration 43.3%
  • Automated testing 43.3%
  • Application monitoring/management 43.3%

For us, the key takeaways of this report both lead back to the fact that IT process automation is becoming a mainstream component of IT departments across the board. Not only does it provide a solution to reducing network downtime and thereby mitigating the astronomical costs associated with that downtime, but it’s also the major driving force behind successful DevOps adoption and implementation.

Regardless of whether your company runs the risk of losses as big as those projected above, or you’re (thankfully) on a much smaller scale, outages can and will impact your bottom line. Implementing the right tools, including ITPA and automated cyber security incident response, can help lower this risk significantly. It will also facilitate a more efficient, productive and streamlined DevOps environment in which all parts work together in tandem for the greater good of the organization.

As always, we recommend taking any survey numbers (even those from reputable sources such as this) with a certain grain of salt. We also recommend arming yourself with the one weapon that can combat both issues discussed here: IT process automation. You can get started right now by simply clicking here and downloading a free trial. Don’t end up on the wrong end of the statistics. Start automating today.

How to Get Critical Systems Back Online in Minutes

5 Reasons You Should Be Budgeting for IT Process Automation

5 Reasons You Should Be Budgeting for IT Process AutomationIf you’re under the impression that IT processes are not all that important to your business, perhaps it’s better to look at it from another angle. How much do you believe downtime can and will cost your company? Last check put that number at around $9,000 per minute. That’s right. Per minute. So, yes, ensuring that IT runs smoothly and avoiding potential outages is absolutely critical. IT process automation is the key to achieving this goal. Here’s why (and five distinct reasons you need to start budgeting for it ASAP).

Optimize Billable Time

How much time does your IT team spend watching to ensure that jobs are completed? How about manual scripting? Likewise, how much time is wasted by the end-user waiting for the help desk to process tickets? All of that time adds up and it’s costing your company big time. IT process automation can shift the manual labor from human to machine, streamlining operations and freeing up talented individuals to be able to apply their skills to more important tasks and projects.

Reduce Redundancies

When processes are handled manually, there are inevitably going to be a number of situations in which there are too many hands in the pot. This can lead to costly redundancies. IT process automation can help reduce the amount of times different employees have to “touch” the same machine or file, which is essential in maintaining a cost-effective operation. With automation in place, businesses can ensure that every touch serves a valid purpose.

Better Communication & Accountability

Breakdowns in communication occur everywhere – including inner and inter-departmentally. As a result, it can be easy to lose track of who is responsible for what, which leads to mistakes and miscues that could prove costly. Automating reporting, alerting and notification ensures that everyone stays on the same page. The right IT process automation platform should also provide a central dashboard, facilitating greater ownership and enhanced visibility into any and all processes. This keeps management fully aware of what’s happening so no balls get dropped.

Improve Service Levels

Given today’s ever-increasing need for instant, quality service and amidst the growing competition in the IT services field, providers are having to find newer and more efficient ways to operate. Only those companies that are agile will be capable of competing on a global scale. By investing in IT process automation, tasks, processes and workflows are performed faster and free of errors. Employees are happier and more productive and customers (internal and external) are more satisfied because they’re consistently receiving exceptional service.

Boost Response Time

When something malfunctions, the fallout from a delay in response time can be quite impactful – not to mention the time IT personnel must waste trying to identify and correct the problem. Today’s technology enables businesses to work smarter by implementing IT process automation as the watchdog capable of pinpointing issues as they occur (sometimes even before they happen). Whether it’s a machine, system, application or entire network that’s in question, a quality ITPA platform can expedite response time to reduce or eliminate costly downtime.

As more capital is being invested into the ongoing development of technology as it relates to artificial intelligence, it’s becoming abundantly clear that IT process automation is here to stay. More importantly, IT process automation has the potential to help businesses of every size and industry streamline operations, maximize efficiency, improve response time and deliver better service overall.

Are you ready to experience what ITPA can do for your company? Start your journey today by downloading your free, fully functional trial of Ayehu automation and orchestration platform. Click here to get started today!

eBook: 10 time consuming tasks you should automate

Rethinking ITSM for Better Results

Rethinking ITSM for Better ResultsTo date, ITSM has been viewed as just one component of the IT infrastructure library (ITIL) processes. However, with the ongoing shift from fragmented of IT operations services to a more end-to-end, service-driven approach, the concept of ITSM has been positioned to play an increasingly critical role in overeall business operations. In order to successfully navigate this shift toward service, IT professionals must rethink what this practice is really about and how it will serve their organizations moving forward.

The Origin of ITSM

When it was originally developed, ITSM was intended to bring a more unified approach to how technology services were integrated throughout the organization. Rather than managing individual components, ITSM focused on developing a collection of best practice processes (ITIL) and using these best practices to deliver end-to-end services. Organizations would conduct ITSM audits which measured things like ROI, budget adherence, the effectiveness of communication and the ability to effectively detect and evaluate risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the organization as a whole.

The Missing Piece…

While in theory ITSM is still a solid practice, in order for it to be truly effective it must evolve along with the changes of IT on a more holistic basis. What’s missing from the initial concept of ITSM is the end-user – the customer, so to speak. Internal processes may have been significantly improved, but if these improvements don’t trickle to the customer, it’s not a real victory.

Changing the Perception of ITSM

In order to get the most out of ITSM, there must be a shift in viewpoint from strictly internal to also include external value. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit from the internal operations of the enterprise to also improve the customer experience through the delivery of higher quality service and faster outcomes at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. In other words, it’s a win-win.

If businesses are going to be successful in the future, they must leverage new and changing technology to truly deliver the unique and unparalleled experiences that their customers are seeking. Adjusting the concept of ITSM to incorporate automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.

Want to learn more about how automation can position your organization for future success? Check out our free ITSM Automation eBook. 

IT Process Automation Survival Guide