How to Scale Incident Remediation with Intelligent Automation

Author: Guy Nadivi

Automation has helped many organizations weather the pandemic, and consequently become even more resilient. Now, IT departments looking for next-level results, are scaling up their automation efforts to increase those gains. Ayehu’s platform enables scalable intelligent automation by powering unattended incident remediation, an operational mode which can result in huge cost savings.

What’s driving the need for that scalability? Well, one obvious driver is the COVID-19 pandemic.

Many organizations today are forced to have their staff work from home for basic safety reasons, and that’s making it difficult to perform on-site IT operations that require human involvement.

BTW – These headlines below are all recent. In fact, three of them are just from last month.

It’s not just COVID-19 that’s driving automation plans though. A bit over a year ago before the pandemic, between October 23 – November 7, 2019, Gartner conducted a survey of IT leaders and asked “What are your organization’s investment plans for the following practice areas?” You can see all the practice areas given as choices at the bottom of each column where they’re listed as the column label.

The #1 practice area where investments were expected to increase was Infrastructure and Operations (IandO) automation. 42% of organizations already had plans to start investing there before the pandemic.

That’s TWICE as much as the next closest practice area – cloud management. This sort of makes you wonder why the cloud is getting all the love these days when automation is clearly where organizations planned on spending more of their money.

There’s another driver for automation though, and that’s simply the amount of work your IT operations staff are struggling to keep up with.

Just maintaining the status quo is overwhelming them. There are simply too many incidents, requests, and projects that IT Operations is responsible for, and the COVID-19 pandemic has only increased their burden.

If you’ve ever sat in on our webinars then you already know we’re pretty adamant about reminding everyone that people don’t scale very well. Even the very best IT Operations workers can only do so much. At some point, and that point is pretty much right now, automation has got to do more and more of the repetitive, tedious, laborious tasks all this growth in demand for services is necessitating. Senior IT executives realize that too, and it’s unquestionably influencing their push to invest in automation.

Now that I’ve made the argument in favor of automating, let’s talk about scaling up that automation.

In our experience, one of the most common tasks organizations try to automate is active directory password resets. This is a great use case of course, because Gartner estimates that as much as 40% of all calls and tickets to your service desk are password reset requests.

But there are many more great use cases to automate.

On our website, Ayehu keeps track of the highest value automation use cases with the broadest applicability to our customers. As you can see, there are actually many great uses cases for automation that apply to just about every organization. Even this though, is just a fraction of what can be automated.

It turns out that almost everything in IT can be automated. There are not only a ton of use cases common to all organizations which can be automated, but there are virtually an infinite number of use cases that are less common and perhaps even unique just to your organization. Well guess what? The vast majority of those can probably also be automated, and it’s much less complicated than you might expect.

The big takeaway here is if you’re ready to scale up incident remediation, and other IT Operations tasks, then it’s never been easier to do so with automation.

This is why it’s starting to make sense to take an automation first approach to IT Operations. Let the software do the robotic stuff so you can scale up incident remediation, and let your staff focus on the more strategic and challenging stuff. This not only greatly improves the productivity of IT Operations, it increases staff morale, and lets them contribute a much higher level of value to the organization.

When you begin looking at IT Operations from an automation first perspective, you’ll quickly make an important realization.

Not only can you eliminate a huge burden of manual work off of IT Operations, but thanks to chatbots, you can also empower your end users to initiate and fulfill many of their own incident remediation needs and service requests without any IT Operations involvement.

This is a big deal, making chatbots a huge enabler for scaling up incident remediation with intelligent automation.

Once you create a self-service channel for your end users, you can redirect a huge volume of traffic away from IT Operations in general, and your service desk in particular.

Your value propositions here now go beyond just scaling up your incident remediation capacity.

Lowering the volume of calls and requests can also reduce costs, slash MTTR by accelerating resolution times of incidents and requests, liberate IT staff from doing tedious work which frees them up for more important tasks, and last but not least, raises customer satisfaction ratings, an increasingly critical KPI for IT Operations.

One more thing to consider. Not every organization uses chatbots, for a variety of reasons which I won’t go into here. If chatbots aren’t part of your organization’s solution stack, but you still want to provide your users with self-service capabilities, then Ayehu NG can provide you with a fantastic alternative – a self-service portal.

Ayehu NG v1.8 and higher includes functionality to enable creation of self-service forms that end users can interface with to fulfill their own requests or remediate their own incidents. The self-service form is actually a natural extension of what we already do, automate routine IT tasks. Like chatbots, the self-service portal will allow you to deflect a large amount of ticket volume away from your service desk.

In fact, when deployed, we’ve seen self-service significantly increase first contact resolution rates by as much as 65%!

Taken together, automation, chatbots, and self-service portals will help your organization dramatically scale up its incident remediation capacity.

If you’re interested in test driving Ayehu NG and seeing for yourself how easily you can scale up your organization’s incident remediation with intelligent automation, please visit our website and download your very own free 30-day trial version today by clicking here.

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