You may have heard of self-service automation, but you might be surprised at how often you’ve personally encountered it in your day to day life. In fact, if you’ve ever used an ATM to withdraw cash, rung up your groceries at the self-checkout line of your local supermarket, or ordered takeout online, you’ve experienced self-service automation up close and personal.
From a business perspective – especially in terms of IT – self-service automation can dramatically increase efficiency and improve productivity levels across the board. Yet, despite these benefits, many organizations are still somewhat hesitant about embracing it for themselves. Much of this is due to many common myths that are still being perpetuated. Let’s take a look at a few of these misconceptions and the real truth behind them.
Myth: Self-service automation is too expensive.
Truth: While any automation tool requires some type of investment and ongoing upkeep, the costs associated with implementing self-service automation are well offset by the savings it affords. To determine the ROI of self-service, consider how much money your company is paying for IT personnel to do routine manual tasks, such as password resets. Shifting that process to the end-user is much more cost-effective.
Myth: Self-service automation will replace human workers.
Truth: While moving to a more self-sufficient model certainly does change the duties and roles of IT personnel, it doesn’t necessarily negate the need for human intervention. To the contrary, automation tools that allow the end-user to handle manual tasks frees up talented IT workers to be able to increase their education and apply their skills to more important business matters.
Myth: Self-service automation removes all control from IT.
Truth: Not every self-service policy is fully automated. In fact, if preferred, the process can be set up to incorporate human input as desired. For instance, certain requests can be submitted by the end-user, which can either trigger a partially automated workflow or be escalated for remote approval via SMS, email or phone. This semi-automated approach still increases efficiency without giving up control.
Myth: Implementing self-service automation is complicated and cumbersome.
Truth: One of the biggest hurdles many IT managers must overcome when it comes to adopting self-service automation is the misconception that it’s a pain to implement. To the contrary, with the right tool, the process can be quick and painless. In fact, many companies are pleasantly surprised to learn that their automation project can be up and running in just minutes.