ITSM Automation – Achieving Self-Service Adoption

ITSM Automation – Achieving Self-Service Adoption

ITSM Automation – Achieving Self-Service AdoptionMany individuals (and even entire teams) mistakenly believe that self-service IT is something that threatens their livelihood. To the contrary, providing employees the control over their technology usage can make the job of IT much easier and more efficient. In other words, it’s a good thing, not something to fear and resist. So, how can a forward-thinking professional convince the powers-that-be that adopting ITSM automation is a step in the right direction?

Focus on the needs of the end-user.

The first part of the process involves identifying what needs end-users face that the IT department is responsible for fulfilling. This could include everything from simple password resets to entire user setups for new employees. As these needs are identified, they should be built out into what’s known as a service portfolio. The second part of the process involves determining the actions required in order to deliver these services. This will make up the service catalog.

Standardize and assign value.

With ITSM automation, it’s important to ensure that any and all services and workflows being automated are as standardized as possible. Otherwise, you could end up automating broken processes, which will not only not help but could actually harm your overall business operations. It’s also important to assign a clear price/performance to each item in your service portfolio and catalog. This provides insight into the true value of the self-service activities.

Sell the benefits to each group.

If you want everyone – from the end-users to the IT department workers – to jump on the ITSM automation bandwagon, you have to demonstrate the actual benefits each group will achieve as a result. For instance, show employees how much more quickly they can get their needs taken care of without having to rely on someone from the help desk. At the same time, show IT personnel the time and effort they’ll be saving by eliminating these routine, repetitive tasks from their workload.

Start small and work from there.

You can’t expect a huge change such as ITSM automation adoption to happen overnight. The process will take time and involve researching various automation tools to determine which one best suits the particular needs of your business and then testing that tool before rolling out a full implementation. Start by automating one small area, such as password resets, and then work from there. Your service portfolio and catalog can provide the blueprint of what areas to automate in which order.

If you’re thinking of adopting ITSM automation to create a more consumer-style, self-service IT environment for your employees, it’s important to recognize that these things take time. Following the steps listed above can make the process go much more smoothly and help achieve the buy-in and support needed from others within the organization.

Ready to try ITSM automation, but not sure where to begin?

Check out the top 10 most automated processes to help point you in the right direction.





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