Are you budgeting enough for IT automation? Here’s why you should be.

Are you budgeting enough for IT automation? Here's why you should be.If 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 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 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 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 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 enough will be capable of competing on a global scale. By investing in intelligent IT 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 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 automation and orchestration 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 automation is here to stay. More importantly, intelligent 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 automation can do for your company? Start your journey today by taking Ayehu for a test drive.

IT Process Automation Survival Guide

How Top Organizations Are Planning for Security Automation and Orchestration

How Top Organizations Are Planning for Security Automation and OrchestrationMost business leaders today are feeling the pressure to innovate. But sometimes it’s ok to live by the old adage that you don’t always have to reinvent the wheel to be successful. In some areas, it’s entirely ok to look around, figure out what other companies are doing right and mirror their actions. Such is the case with security automation and orchestration.

The folks over at ESG Research polled more than 400 cybersecurity professionals to find out what today’s top firms are doing to keep their sensitive data safe. Here’s what they discovered (and how you can implement the same strategies for similar results).

  • 35% are looking to use security automation and orchestration technology to integrate external threat intelligence with the collection and analysis of internal security data. The key difference here is that these organizations want to move away from manual security investigations and instead use automation to do the heavy lifting, thereby streamlining the entire workflow.
  • 30% want to use security automation and orchestration technology to enhance the functionality of their existing tools. Typically speaking, this is focused on orchestrated workflows as a component of such things as incident response, security investigations and remediation tasks.
  • 29% are looking to leverage security automation and orchestration technology to automate basic remediation tasks, such as generating new firewall rules upon the receipt of an IoC list.
  • 28% are using security automation and orchestration technology to compare and contextualize data using the output of multiple other tools. Envision a bunch of threat detection tools generating alerts and producing reports. Today’s top security pros want to leverage security automation and orchestration to correlate these outputs to achieve a more holistic perspective of security incidents.
  • 22% are looking to use security automation and orchestration technology as a way to integrate their security and IT operations tools. This enables security analysts to access asset databases, CMDBs, trouble ticketing systems, etc.

IT executives are now viewing security operations much the same way that Henry Ford approached building vehicles. CIOs, CISOs and other security professionals recognize that manual processes aren’t capable of scaling to meet increasing demand, so they’re turning to new technologies as a solution. Just as Ford used a production line, IT leaders are leveraging security automation and orchestration platforms.

Ultimately, what the study from ESG uncovered was that successful security automation and orchestration comes as a result of a strong commitment to process improvement, a well-planned, phased implementation strategy and solid partnerships with tech vendors who have in-depth security operations experience.

Ayehu is prepared to become that partner. Take our next generation IT automation and orchestration platform for a test drive today to get started.

eBook: 5 Reasons You Should Automate Cyber Security Incident Response

Work smarter (not harder) with intelligent automation

Work smarter (not harder) with intelligent automationIT process automation is most often leveraged as a tool to replace the need for humans to perform routine, repetitive manual tasks. Beyond this, however, intelligent automation powered by machine learning capabilities can be leverage analytics to continuously optimize work and improve business outcomes. Imagine what your organization could do if all the simple but necessary daily tasks were shifted from humans workers to software robots. Now imagine how you could scale up or down instantly based on workflow demands, without the expense or hassle of adjusting personnel numbers.

Regardless of where you stand on the concept of intelligent automation, it is widely acknowledged by experts across every industry to be a central component of the future of work. Business leaders and decision makers view intelligent automation as highly beneficial due to its ability to maximize output while also minimizing costs. On the other side of the coin, however, many front-line workers are resistant to automation as they view artificial intelligence as a threat to their future and livelihood.

The biggest question that plagues businesses still remains whether or not intelligent automation will eliminate the need for human workers altogether. There is no easy or straightforward answer to this question. In reality, some jobs will inevitably be eliminated. In fact, there are certain industries, such as banking, in which AI has already had a significant impact on staffing levels. The fact is, job elimination is not the goal of automation. Rather than replace humans, this technology should be viewed as a tool for augmenting them (more on that here).

The goal of intelligent automation is to create a better user experience at every level. From an employment standpoint, it’s about leaving the grunt work for the computer to handle and leveraging artificial intelligence to analyze and use data for improving operations. Increased internal efficiency leads to cost savings and ultimately a higher level of employee satisfaction. Externally, tools like self-service automation, proactive problem solving and faster resolution will dramatically improve customer engagement and happiness.

For now and well into the foreseeable future, intelligent automation should not be seen as a threat, but rather something that will free up intelligent and experienced workers to be able to apply their creativity and problem-solving skilled to more important issues that cannot be handled by technology alone. Beyond this, the increased adoption of automation will also open up new roles that did not exist 10 or even 5 years ago. So while some jobs will become obsolete, other opportunities will replace them.

In today’s highly-competitive world, organizations of every shape, size and industry are battling to stay ahead of the curve and remain profitable. Intelligent automation provides the solution, allowing businesses and their employees to work smarter, thereby improving their chances of achieving continued success well into the future.

Is your staff working as smart as they could be? Learn how automation can be the key differentiator. Launch your free product demo and experience it for yourself.

eBook: 10 time consuming tasks you should automate

How Intelligent Automation Can Boost Profitability for Managed Service Providers

How Intelligent Automation Can Boost Profitability for Managed Service ProvidersOne of the biggest challenges managed service providers (MSPs) face today is striking a balance between routine processes and procedures and the more value-added services that also bring in more revenue. Like it or not, time is extremely limited. Furthermore, in order to meet the stringent demands all managed service providers face, the business itself must be operated as efficiently as possible. Intelligent automation is the solution that can help optimize allocation of resources, thereby creating additional opportunities for more profitability.

There’s really no way to completely eliminate many of the many manual, repetitive tasks that are a necessary component of a managed service provider’s day to day work. The problem is, if you’re not completing these things fast enough and with few to no errors, your business will not be able to stand up against the fierce competition. By automating these tasks and workflows, all of the required work will be completed more quickly and accurately, allowing your company to do more with less and provide the highest level of service available.

Contrary to popular belief, automation isn’t meant to eliminate human workers, and there’s no reason to believe that such a revolution will take place in the MSP realm any time soon. What it does do, however, is empower technicians by allowing them to focus their talents and abilities on more lucrative projects. Meanwhile, the mundane work is handled by machine, the two working in tandem toward the same shared goal. This results in a much more streamlined and productive operation that is run at maximum efficiency and output – something all managed service providers strive for.

Not only can intelligent automation work in conjunction with human technicians, but the right tool can also be integrated with other existing systems and applications to further enhance and extend their capabilities. Whether it’s monitoring software, a helpdesk platform or something else, seamless integration with a comprehensive intelligent automation platform can provide greater visibility and control to further promote and sustain fully optimized, unified operations.

Key benefits of using intelligent automation to support managed service providers include:

  • Increased efficiency and productivity
  • Enhanced accuracy
  • Exceptional customer service
  • Better adherence to service level agreements (SLAs)

Obviously, all of these areas can be directly linked to the business’ overarching goals and objectives. The better your company performs, the greater degree of competitive advantage you’ll be able to maintain. Consistently standing out from the many other managed service providers in such a saturated marketplace is something all firms aspire to do, and intelligent automation can be the catalyst for achieving that goal. And because your talented techs will be freed up to work on more complex tasks and projects, you’ll be able to capture new and better ways to increase profits over time.

How does your company stack up against the rest? Could intelligent automation be the missing piece of the puzzle that will drive your business to the next level? Launch your free product demo today and experience for yourself what a significant and positive impact automation can have on your future success.

eBook: Top 7 Benefits IT Process Automation Provides MSP’s

Should you hire a Chief Automation Officer?

Should you hire a chief automation officer?As technology continues to evolve and become more complex, its role in business also continues to expand. This is particularly true when it comes to intelligent automation. As more and more organizations are adopting ITPA, the need for dedicated leadership in that area is also increasing. Does your company need a Chief Automation Officer (CAO), or can you get away with traditional IT leadership roles? Let’s take a look.

In years past, and currently to a large degree, CEOs have relied mainly on the CIO and/or CTO to manage all aspects of IT for the entire business. These individuals were tasked with managing the day to day operations as well as forecasting and planning for future IT needs, particularly in terms of security. As digital innovation continues to grow and evolve, however, many of these traditional leaders are finding it challenging to handle the increased responsibilities. There simply isn’t enough time or resources.

Enter the CAO, a role that has been developed specifically to meet the increasing demands for automation in the workplace. This individual’s main responsibility is to oversee the implementation and ongoing management of IT process automation as a whole. This frees up the CIO and/or CTO to focus on developing and implementing new strategies and IT processes, which will ultimately be automated under the direction of the Chief Automation Officer.

With digital revenue expected to double over the next five years (according to Gartner), businesses will continue to adopt more digital practices. intelligent automation will no longer be a nice extra or additional option, but rather an integral part of the organization’s infrastructure management process. As this takes place, it is highly likely that the role of the CAO will become more commonplace, eventually ranking up there with the rise of other C-level titles, like that of Chief Digital Officer.

Another reason the Chief Automation Officer role will likely become more prominent is the ever-increasing number of cyber security incidents occurring on an almost daily basis. It seems like every evening news broadcast includes a report of some type of major security breach, putting sensitive data at risk and damaging reputations at the same time. As businesses begin to recognize the role automation can play in cyber security incident response, the need for dedicated leadership in that area will also increase.

So, while there may not be thousands of job openings for CAOs at the present time, it’s a logical progression to assume that this will change over the next five years. And while your organization may not quite be ready to take on this new role, the one area you must focus on now is the adoption of intelligent automation.

Get started with a free product demo today.

EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)

Saving money while improving service…too good to be true? Not really!

Saving money while improving service...too good to be true? Not really!Over the past several decades, IT automation has been developed, refined and continuously improved to help streamline operations and take on the manual, repetitive tasks that nobody wants to complete. It’s becoming more widely accepted that most of these work duties can be handled by software. Beyond these simple, basic tasks, however, enterprises across the globe are now leveraging AI technology to do even more. It’s called intelligent IT automation and it’s helping organizations of every shape, size and industry cut costs, improve service and remain a step ahead of the competition.

Intelligent automation is being leveraged as a solution to many common issues large businesses face, particularly those in the financial sector. One such area where AI powered automation is proving to be significantly beneficial is in meeting compliance requirements. Big banks, telecom companies, insurance firms and other businesses that deal with a high number of transactions, especially those that are sensitive in nature, are under increasing pressures to remain compliant. Relying on human workers to achieve this is not only expensive, but also increases the risk of costly errors.

Another critical area where intelligent automation is having a positive impact is in the very volume of data itself. These days, there is so much information flowing into an organizations, from inquiries and transactions to authentications and a whole host of other business processes that businesses are finding it challenging to keep up. With machine learning technology, much of this data can be gathered, analyzed, sorted and prioritized without the need for human intervention, saving the organization time, money and a ton of aggravation.

Think Smarter, Not Bigger

In reality, even larger enterprises rarely have the luxury of increasing staff levels to the degree that is required to keep up with the rising demands being placed on them. Not only does this equate to increased costs, but it also opens the door to increased risk as well. C-suite executives, board members and other key decision makers are often too focused on other critical business initiatives to worry about growing the IT department.

The good news is, today’s intelligent automation solutions provide the opportunity to develop into a more efficient, highly productive, error-free environment without the need to beef up personnel. It’s providing organizations a way to work smarter instead of bigger while also lowering risks and keeping costs at a minimum. Unlike the rudimentary technology of just a few decades ago, today’s automation solutions are fully capable of analyzing, learning and responding to a mountain of data in real-time.

In reality, with the right strategy and AI technology, a business can successfully transition up to 90% of all IT functions from human to machine. This includes everything from repetitive, labor-intensive activities to complex workflows. Intelligent automation is also playing a key role in helping companies establish and maintain a much more effective defense against cyber-attacks, providing the added protection of round-the-clock detection, analysis and response.

How Does Smart IT Automation Work?

Once an intelligent automation solution is implemented, the IT department determines which tasks are to be automated. Essentially, the software is “taught” what to do, when to do it and how each function should be carried out. Beyond the basics, like robotic process automation, intelligent automation is designed to deal with situational data and use that information to perform appropriate contextual functions. The software essentially uses relevant knowledge to decide on its own how to proceed in much the same way humans do.

Furthermore, intelligent automation also creates complete documentation of the entire decision-making and execution process, providing the ability for key personnel to view, track, analyze and evaluate the automated process, both during as well as after the fact. This documentation contains all of the necessary details, including the relevant background and contextual information that was used in the decision-making process. Best of all, this information is stored and can be easily accessed in one centralized location.

The Benefits are Astounding

By adopting intelligent automation, organizations are able to achieve significant savings while simultaneously improving overall operation and service levels. When the majority of IT service management functions are shifted from human to machine, skilled personnel can focus on more mission-critical business initiatives. This promotes an IT environment that is much more efficient, agile, flexible and compliant, all of which can be translated to improved quality and satisfaction. The more complex the IT system, the greater the benefit intelligent automation can provide.

Is your organization taking advantage of these and the many other benefits that AI-powered automation can offer? Experience it for yourself with a product demo today.

EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)

3 Exciting New Roles That Are Changing DevOps

3 Exciting New Roles That Are Changing DevOps

Given DevOps’ propensity toward faster software development and increased business agility, most companies are keen to embrace its concept. So what’s standing in the way? Most likely it’s that it’s not quick or easy to get there. Furthermore, many organizations fail because they approach DevOps as a technology or a tool (i.e. a “quick fix”). In reality, a successful strategy begins with the right people with the right skills and, more important, the right DevOps roles.

Moving forward, IT leaders wishing to take their organization in the right direction must employ and empower a number of new or changing roles. This means tremendous opportunity for talented IT professionals to bring their careers in a positive, profitable direction. Let’s take a look at three exciting new positions that are changing the world of DevOps for the better.

DevOps Evangelist

Adopting DevOps practices and capabilities isn’t something that happens on its own. That change needs a champion. The evangelist is responsible for promoting the benefits of DevOps by identifying the business value that is derived from increased agility. This individual works to gain buy-in from the development and operations teams, identifies essential roles for supporting delivery methods and ensures that IT staff are trained and empowered to enact the necessary changes.

Above all, the DevOps evangelist will actively work to eliminate the fear of failure. Moving toward a DevOps environment requires more than just adoption of new policies or technology. It takes a cultural change that can only be achieved by addressing and resolving the challenges of the existing infrastructure. This is the overarching goal of the DevOps evangelist.

Automation Architect

Since DevOps relies quite heavily on automated systems, the architect role is pivotal. These folks are responsible for analyzing, designing and implementing key strategies for continuous deployments while also ensuring maximum system availability. DevOps organizations have to deliver an ultra-reliable environment which is free of obstacles and fully automated.

Automation architects play an extensive role across all DevOps tools and platforms. They may also be responsible for establishing more lean processes across the enterprise. This role is especially important for organizations that are geographically dispersed.

Security Engineer

In traditional environments, system security is (sadly) often just an afterthought. It’s kind of like QA, in that it’s necessary but it’s not always a priority, at least not at the beginning or in the crux of the development phase. So, it often ends up being tacked on at the end.

Successful DevOps-minded organizations, on the other hand, must make security a top priority and integrate it with all other functions. For instance, security engineers should be working right alongside developers so that their recommendations can be deeply embedded early on and throughout the process. This way security is built right in the product, rather than just added at the end.

Conclusion

It’s important to point out that embracing new or redefined roles isn’t in and of itself sufficient enough to achieve a successful DevOps transformation. It is, however, a critical first step. The biggest takeaway from this should be that, regardless of the types of roles implemented, it’s people who are the key component of the equation. As such, leadership should know and understand the technical and soft skills necessary for a high-performing DevOps team.

How to Get Critical Systems Back Online in Minutes

5 Reasons Every CIO Should Consider Intelligent Automation

5 Reasons Every CIO Should Consider Intelligent AutomationMake no mistake. 2018 is the year of automation. As more enterprises begin to recognize the tremendous value this technology can afford their businesses (and their bottom line), more key decision makers are jumping onboard. Yet, there remain some CIOs that are still unsure about which direction to go in. If you are in this group, here are five compelling reasons intelligent automation should be one of your priorities this year.

Accomplish more with less.

One of the biggest challenges today’s CIOs face is lowering operating costs. Because intelligent automation replaces manual labor, it dramatically improves productivity and efficiency. The work is done faster and with fewer errors and. And the measurable results are pretty incredible, with some organizations saving tens of thousands of labor hours each year.

Preserve the customer experience.

Not only does automation continuously run processes and workflows, but it also continuously tests their viability. As such, it catches defects and glitches right away, before they have a chance to impact production. This greatly mitigates the risk of an IT failure causing a business interruption, thereby saving money and protecting your organization’s reputation. And when you think about the cumulative cost of IT failures (even minor ones), the investment in intelligent automation becomes much more favorable.

Become more predictable and therefore more credible.

Because automation eliminates the human element, errors become a thing of the past and processes become more predictable, both in terms of execution as well as budget-wise. When your primary testing mechanism is automation, you’ll experience far fewer time or budgetary spillovers. This will lend a sense of confidence and credibility to your team and the IT department as a whole.

Deliver more innovation faster.

As CIO, you are tasked with spearheading many innovative initiatives. Others look to you for the latest and greatest technologies, systems, applications and policies. You are expected to continuously drive the organization forward with speed and agility all the while delivering ROI. Intelligent automation could easily become your ace in the hole. Why? Because automation can shorten project timelines by up to 40%. And since testing is automated, you’ll be able to roll out new technology faster and with more confidence. The sooner you incorporate improved technology, the sooner it can begin generating value.

Allocate resources more optimally.

When manual work is shifted to digital “workers,” skilled IT personnel are freed up to focus their time and expertise on more mission-critical projects. Time-consuming, repetitive manual labor is not enjoyable, nor is it professionally rewarding. Leveraging intelligent automation will give you the ability to attract, recruit and retain top IT talent. Human resources will be allocated more strategically and your IT staff will appreciate the fact the high-value work they’re tasked with.

As you can see, there are several drivers behind a CIO’s decision to adopt intelligent automation. Which one of these resonates most with you? Would you like to see automation in action today? Take it for a test drive and experience intelligent automation for yourself.

EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)

Using Intelligent Automation to Reduce Operating Costs

Using Intelligent Automation to Reduce Operating CostsTo stay ahead of the competition and realize continued success, regardless of industry, business leaders are under increasing pressure to continue to find ways to reduce operating costs as much as possible. Intelligent automation provides the ideal solution while also improving productivity and efficiency, which can ultimately lead to higher profits over time. Here’s how.

First, let’s consider the actual concept behind intelligent automation. This is essentially the term given to technology which involves the use of software powered by artificial intelligence (AI) and machine learning to perform certain business processes and functions, typically in the IT realm. The more sophisticated the automation platform, the more high-volume workflows it can perform, thereby making it all the more impactful to both the IT department as well as the business as a whole. And with AI in the mix, the platform can evolve independently to support continuous process improvement and help business leaders make smarter, more data-drive decisions.

Intelligent automation is poised to make a significant and lasting impact on the business world, particularly because it will reduce the need to outsource work. While outsourcing was once considered the most effective way to manage costs while still producing a high-level output, AI powered automation will make this practice all but obsolete soon enough. That’s because it’s even more practical. Rather than having to pay outside workers, all tasks can be moved back in-house and handled electronically. Subsequently, this reduces errors and enhances security. It also allows for better scalability.

In terms of actual savings, intelligent automation has been proven to cut business process costs by anywhere from 25% to 40% on average. In the IT field, automation can bring about a savings of as much as 40-55%. That’s because the efficiency and productivity of multiple software robots can take the place of one full-time employee. Eventually, as more decision makers begin to recognize the benefits and embrace intelligent automation, this 3:1 ratio will continue to improve, as will efficiency, productivity and cost savings.

The ultimate adoption and growth of intelligent automation will require a more wide-spread shift in mindset amongst key decision makers. Rather than viewing business growth in terms of full-time human workers, the view will need to change to growth by transactions and customer experiences. For some organizations that have already made this evolution, the sky is the limit. One major commercial bank that began using automation for the 5,000 databases it supports realized a 60% cost savings within just 6 months.

As we move forward, it’s becoming more and more evident that automation will have a significant and permanent impact on the way businesses are run. Your organization can remain ahead of the curve and positioned for future savings and success by embracing intelligent automation sooner rather than later.

To get started, check out the 10 things you can and should be automating below and then launch your free product demo to get the ball rolling.

eBook: 10 time consuming tasks you should automate

The Secret to Maximizing Service Desk Efficiency and Acccessibility

There’s no doubt that the IT world has seen some incredible advancements over the past couple decades, particularly in the area of the service desk. But while we’ve most certainly experienced a number of improvements over the years, the truth is that the real revolution is happening now – as you read these very words – and it’s coming in the way of service desk automation.

Any help desk professional who has been in the field long enough will tell you the job is wrought with bottlenecks and inefficiencies. Traditionally, the end user would contact the help desk upon experiencing some type of IT issue. The technician receiving the request would then have to place the caller on hold or keep the ticket open (depending on the method of contact), and complete a plethora of documentation to officially open a request. Only then could the issue be resolved and/or escalated. Once closed out (sometimes minutes, sometimes hours or sometimes even several days later), the end user would receive follow up confirmation.

The Secret to Maximum Service Desk Efficiency and AvailabilityDepending on the size of the organization, there might be additional steps added into this process. For instance, some larger enterprises with significant staffing numbers might have all tickets and/or calls initially fielded by Level 1 help desk representatives. From there, all requests are then escalated to Level 2 or higher. That meant that even something as simple as resetting a password could potentially take much more time than really necessary. Not only does this bog down IT, but the delays it causes to the end user can be incredibly costly to the business as a whole.

In this operational model, staff becomes bored and frustrated and efficiency levels are at their absolute lowest. There has to be a better way. Enter service desk automation. Thanks to ITIL combined with advanced, intuitive technology as a foundation of the help desk operation, everything from routine tasks to complex workflows can be structured, organized and standardized. Now, self-service portals provide the freedom and flexibility for end users to troubleshoot and resolve many of their IT issues, including system resets and password changes.

What this does for the IT help desk is it significantly reduces the workload and number of menial incoming requests. Service catalogs have been developed and introduced which deliver standard offerings and provide specific policies and procedures to better set SLAs and manage expectations. Meanwhile, internally, the barriers that once pigeon-holed workers by tier or level are being broken down and talent is being used much more effectively.

With service desk automation, companies are finding a long-sought after solution to the cost conundrum. When is the last time you heard of an IT department getting a big boost in budget? Yet the traditional way of working – with multiple tier levels handling the same issues – is both inefficient and costly. In fact, according to MetricNet, the average cost of a Level 1 service desk technician to manually work a ticket is $22. Escalating to Level 2 triples that cost, and further escalation to Level 3 triples it again. Multiply that by the number of incoming requests and it becomes abundantly clear that this methodology is not only a waste of valuable time, but it’s a terrible and unnecessary waste of funds, which impacts the bottom line.

Furthermore, now more than ever, IT leaders are faced with finding a way to produce maximum output at a minimum cost. Hiring additional staff isn’t usually an option, and burdening existing personnel with extra work will only lead to burnout and subsequent turnover. Shifting a good amount of the work to service desk automation, on the other hand, allows existing staff to handle what needs to get done without becoming overwhelmed. And with greater efficiency comes cost savings, so it’s a win-win.

Customer satisfaction levels also dramatically improve with service desk automation. Gone are the days when opening a ticket would require hours, days or weeks to resolve. Now, whether the end user chooses self-service automation or opens a request to the help desk, technology is there to do the majority of the heavy lifting, often without the need for any human intervention at all. Those issues that do require escalation can be handled much more quickly, ensuring a speedier turnaround. This equates to greater productivity across the board.

When you consider all of the many benefits of service desk automation, it’s clear to see that the tides have changed. With increasing competition and growing pressure to operate at the greatest level of efficiency and productivity while also keeping costs as low as possible, the only solution is automation, and the time to take action is not tomorrow – but today. Right now! Get your service desk started on the path to a more streamlined and profitable operation by launching your free product demo today.

5 Ways to level up your service desk using it process automation