Posts

How IT Automation Can Be an Insurance Policy for Organizations Relying on MSPS with India Operations

How IT Automation Can Be an Insurance Policy for Organizations Relying on MSPS with India Operations

The recent health crisis has brought to light the unpreparedness of many organizations in terms of ability to pivot and adapt to a completely new way of working. Much of the emphasis has been placed on helping companies make the transition to work-from-home as quickly and seamlessly as possible. But one area of concern that’s not be talked about nearly as much is the situation for businesses who have completely or largely outsourced their IT operations to MSPs.

The reality is, a significant number of organizations operate under a cost-saving MSP business model that relies either partially or entirely on off-shore labor, and the majority of that labor is based out of India. Unfortunately, India is positioned to bear the brunt of the impact of the COVID-19 pandemic. In fact, the entire country has been placed under a 3-week lockdown, with Prime Minister Narendra Modi asking all 1.3 billion Indians to stay home for 21 days in an attempt to slow the spread of the coronavirus.

This presents a new set of problems to organizations who rely on India-based MSPs to manage their IT operations because, unlike many other countries, the ability to work remotely is simply not a possibility in India. Most homes lack internet connectivity and those that do have access often struggle with little to no bandwidth. There’s also the logistical issue of a lack of available equipment, such as laptops and servers. And, of course, there is the red tape of regulations and security to consider, with many IT service providers requiring permission for employees to work with sensitive data outside the office.

As a result of all of this, many global organizations are now scrambling to develop contingency plans that will help them stay operational. And with experts predicting that this situation may last well beyond the initial 3-week timeframe, perhaps even into the summer months, the need to respond effectively is quite urgent. The good news is, there is a viable solution, and one that is not only straightforward and affordable, but can be implemented and scaled up within as little as an hour.

IT process automation breaks the mold by enabling organizations to bring IT operations back in-house without having to hire and pay a full tech team. Systems and applications can be fully monitored 24/7/365, detected issues can be automatically addressed (or escalated to the appropriate personnel if necessary) and end-users can manage a significant portion of their IT support needs through virtual agents, often without the need for any human intervention.

Automation of IT processes can also serve as an “insurance policy” for the future, allowing you to not only weather the immediate storm, but eventually, after COVID-19 is contained, help facilitate the transition to a work situation in which companies are not so dependent on human labor. This will make situations like this much more manageable. Experts at Gartner are urging companies large and small – and even those that aren’t being impacted by India’s lockdown – to consider investing in automation.

“To move beyond tactical approaches to automation, I&O leaders should rethink how and where they can apply automation skills inside an organization.”- Chris Saunderson “Start Building Your Automation Team Now”, 13 August 2019.

Without question, the coronavirus crisis has all but crippled the world economy, leaving businesses in almost every industry struggling to stay afloat. And while we know that the current situation will eventually resolve, organizations must take proactive measures in the interim if they want to emerge victorious on the other side. IT process automation can serve as the bridge during these uncertain times and ultimately provide protection against such catastrophes in the future.

Why wait? Get started with IT automation today by downloading your free 30-day trial of Ayehu NG.

5 Ways IT Automation Can Help Your Organization Survive the Coronavirus

5 Ways Automation Can Help Your Organization Survive the Coronavirus

With the number of people infected with the coronavirus (COVID-19) nearing a hundred thousand worldwide and the death toll steadily rising, there’s no question that we’ve got a pandemic situation on our hands. In the face of fear and uncertainty, more and more organizations are curbing corporate travel and turning to remote work arrangements in order to minimize impact and prevent potential business disruption.

The importance of preparing for what is quickly developing into a world health crisis simply cannot be understated. And with these sudden and substantial changes that are occurring in the workplace as a result, there are additional challenges to consider. In particular, there are the logistics of facilitating remote work (provisioning more VPNs, providing remote access to files, etc.), which means more work for the IT team – effectively pulling them away from their normal daily duties.

Addressing these serious and impactful concerns – and quickly – has become a top priority for business leaders across every industry. The good news is, it starts with the right technology. In light of this, we’ve pulled together the top 5 use cases every organization should be prepared to automate and how to pull it off as seamlessly as possible:

VPN Access

With so many employees now getting the green light to work from home, the demand for VPN is going up substantially. Subsequently, VPN access issues for both employees and contractors are also on the rise, such as resetting, opening, closing, VPN certificate updates etc. This places a tremendous burden on IT personnel, many of whom are already overworked and lacking appropriate staff and/or resources. By automating this workflow, remote workers can be up and running quickly without adding to the IT team’s already overloaded schedule.

Permissions and Password Related Issues

The requests for systems permissions and password resets don’t go away just because employees aren’t working in the office. In fact, with remote access, these issues tend to increase in frequency, which means the IT team should expect an uptick in these types of tickets. Unfortunately, as any IT support agent knows all too well, requests like these are time consuming, pulling skilled workers away from other, more important tasks. Again, this is where automation can have a tremendous impact, providing self-service options for end-users and alleviating the pressure on IT.

Extend More Resources

One of the biggest IT challenges with a remote workforce is resource management. Manually monitoring and allocating resources is not the best use of your IT team’s time. With IT process automation, however, resource provisioning requests that would otherwise bog down the service desk can be turned into automated workflows, including those that end-users trigger on their own with just a few simple mouse clicks. This results in a much more satisfactory experience for both the end-user as well as the busy IT team.

Day-to-Day Server and App Maintenance

Just because the office is empty doesn’t mean IT isn’t still responsible for meeting their day-to-day expectations. Things like service restarts, app pool rotation, log cleanup, disk space, memory and CPU utilization, etc. must all still be completed in order to prevent, or at least minimize, business disruption. With automation, you can set up workflows that are either scheduled or automatically triggered via an event. Best of all, this can even be done when IT agents are working remotely as well.

On-boarding / Off-boarding

The spread of the Coronavirus may be most ill-timed for incoming or exiting employees, but life goes on, regardless of whether these team members are in the office or working from home. The problem is, onboarding and off-boarding employees is a time consuming process, and as we’ve already established, IT has enough on their plate as it is. Thankfully, the entire onboarding and/or off-boarding workflow can be automatically initiated and completed quickly, eliminating delays and ensuring a more optimized allocation of resources.

Additional pandemic preparedness tips for IT teams:

  • Evaluate the IT supply chain to determine preparedness
  • Implement remote data center management solutions
  • Review and/or implement remote work policies, especially issues regarding BYOD, company-issued equipment, prioritized access and Internet bandwidth capacity
  • If possible, leverage the cloud to mitigate risk
  • Investigate and utilize alternative communications channels (voice, chat, etc.)
  • Leverage web-based video conferencing
  • Decide which business operations requiring heavy resource usage must continue, and which can be postponed
  • Delay/reschedule non-essential IT ops activities
  • Stagger hours of operation and staffing allocation to ease bandwidth demand
  • Reorient IT budget and projects accordingly

Unfortunately, this latest catastrophic health crisis serves as a sobering reminder of just how vulnerable businesses can be to external circumstances. By leveraging the latest technology, like intelligent IT process automation, organizations can keep employees safe and minimize potential impact. And since enabling remote work has been shown to improve productivity, reduce employee turnover and slash operating expenses, companies implementing these policies may find they come out even stronger on the other side.

Ready to strengthen your position and arm yourself for battle against this and future pandemic situations? Start your free 30 day trial of Ayehu NG today!

Want to go green? Automate.

The term green IT became popular more than a decade ago. Since that time, however, it’s been mostly just giant IT organizations and large data centers that have implemented green IT practices  – and this was due more to regulations and the wish to cut costs than any internal agenda for reducing global warming.

Yet, according to Gartner, PCs, monitors, laptop computers and networked devices represent close to 60% of the total ICT consumption.

Considering the great interest in going green with IT, both from a financial and energy savings perspective, why so few projects?

The answer is simple. More importantly, it’s misleading many people. The main reason is that green IT is still not a top priority task is the erroneous notion that it’s too costly to implement.

“We are not that big to make a difference,” many IT managers would say. The truth is, going green can make IT operations much more efficient, regardless of the size of the company. Not only that, but it can also reduce costs significantly. And yes, it does contribute to a decreased carbon footprint and combined, it will make a difference.

What does go green with IT mean?

Simply put, green IT means having an IT infrastructure that consumes less energy and is subsequently cheaper. The next logical question is how it can be done – in particular, with minimal impact on your day to day work?

The good news is, there are several simple steps you can implement immediately:

  • Shutdown remote computers – Power-off servers that hardly work and consume more power than CPU. You can schedule a shutdown process on a daily or weekly basis for lab, tests, etc.
  • Automated remote workstation shutdown or standby – Turn idle workstations and user PCs to standby mode every time users are not using their computers – i.e. overnight, on weekends and holidays.
  • Go virtual – Take your physical servers and virtualize them, as one strong hardware can run multiple operating systems. You can turn servers off when they are not in use or start them only upon user request (usually this works for R&D, QA and lab testing).

How much you can save with IT automation?

Average energy savings per computer for a 12 month period can reach up to $36 each. Multiple this figure by the number of workstations, and you realize the potential may reach hundreds of thousands of dollars per year.

How to go green with IT Automation without adding extra work?

Use IT automation for scheduling maintenance tasks, and applying remote workstation shutdown or standby policies.  Workstations that are turned off not only save energy consumption but also increase data security and lower the possibility of failures.

Ready to give it a try? Claim your free 30-day trial of Ayehu and get started on your path to a greener, more efficient and much more environmentally-friendly IT environment.

Have you fallen for these 3 common AI misconceptions?

Artificial intelligence has been around for decades, though it just recently became a hot topic in the business world. During this time, many individuals have confused AI with automation, sometimes going as far as using the two terms interchangeably. The reality is, while the general concept may be similar, the two are distinctly different. Furthermore, this confusion has led to a number of other myths and misconceptions. We’d like to clarify a few things, beginning with the difference between AI and automation.

IT process automation involves programming technology to perform routine, manual tasks based on a prescribed set of instructions. Artificial intelligence takes this concept several steps further by using intelligent machines which are capable of displaying human behavior, thought and decision processes. Where automation is essentially set in stone (unless manually modified), an AI machine increases its own intelligence and can adapt its actions automatically, based on information it receives.

From a business perspective, artificial intelligence has the power to help organizations make more informed decisions. It can extract valuable information from mountains of data, analyze and organize it in a logical manner and essentially close the gap between insight and action. Given its complexity, however, AI is still often viewed in a negative light. To change this, we’d like to dispel three of the most common misconceptions as follows.

Artificial intelligence is a distant dream.

Many people believe that AI is a technology that won’t be readily available and practically applied until many years into the future. The truth is, widespread adoption of AI, both in our professional and personal lives, is much closer to becoming a reality than you may think. In fact, given that so many organizations across all industries and around the world are already employing automation to some degree, the idea that AI could be worked into the mix isn’t all that far-fetched.

Artificial intelligence isn’t really going to make that much of an impact.

The idea that AI is somehow inapplicable in the business world stems largely from the technologies complexity. People tend to discount things they have difficulty understanding. The reality is that AI is not only practical for business use, but it’s incredibly beneficial. The machine learning component of AI means that computers will have the ability to learn without the need for programming. It also has the capability of mining and analyzing big data to extract valuable insights which can then be put into action to achieve better results. These are things every organization can benefit from.

Artificial intelligence is going to eliminate the need for human workers.

While it’s certainly true that AI will make human workers redundant to some degree (think routine, repetitive tasks like reporting and data entry), this technology will not fully replace humans. This is particularly true in certain fields that require high-touch interactions, like HR, health care and consulting.

Likewise, while intelligent automation will streamline and optimize operations for many organizations, it cannot and will not replace the need for the development and nurturing of customer relationships. AI can, however, leverage data to provide human workers with the insight they need to deliver better, more personalized service.

And because implementing and managing new technology will always require some degree of human input, new roles and responsibilities will naturally evolve, which means that for many, AI will present great opportunities.

Like it or not, AI isn’t going anywhere. In fact, 61% of businesses are already implementing artificial intelligence to some degree. By addressing and overcoming the biggest misconceptions about AI, companies can harness the power of intelligent automation to streamline operations and provide competitive advantage.

Want to see AI in action? Click here to request a demo. Or better yet, claim your free 30-day trial today!

New Call-to-action

Ayehu Announces Free 30-day Trial Availability of its Newly Enhanced Next Generation Intelligent IT Automation and Orchestration Platform

The Free Trial Version Featuring an Enhanced Workflow Designer and AI-Powered Automation Engine is Now Available for Download from the Ayehu Website

San Jose, CA –- October 16, 2018 Ayehu has enhanced its Next Generation Automation and Orchestration Platform powered by AI. This latest release is designed to deliver IT and security operations teams even greater productivity and ease of use. To give enterprise users the chance to experience the platform firsthand, Ayehu is offering a free 30-day trial.

Today’s enterprises are overwhelmed by a massive amount of system alerts, incidents, and user requests. This is further complicated by the IT and security skills shortage. The need for streamlined processes and fast, quantifiable results has never been greater.

Ayehu’s Next Generation Intelligent Automation Platform incorporates artificial intelligence to augment human ingenuity, in order to enable the creation of the next generation of intelligent applications. The platform delivers no-code, automated workflows that help enterprises save significant time on manual and repetitive tasks, accelerate mean time to resolution, and maintain greater control over IT infrastructure.

The new version includes the following enhancements:

  • Productivity – For greater efficiency and results, the platform now features a full web-based GUI, includes power search capabilities, a library of over 500 pre-built activities and a codeless workflow designer. Out-of-the-box integration packs are also available, with advanced Rest API for rapid integrations with 3rd party applications
  • Scalability – Scaling to support a high volume of incidents and safe guard against a single-point-of-failure, the latest release features built-in automated load share, and the ability to run more workflows simultaneously
  • SaaS Ready – Ideal for hybrid deployments, the new version can run multiple instances on the same virtual machine, run different environments on the same station, and manage all environments from one place
  • Chat Bot Integration – Ayehu BOT platform is integrated with Slack, Microsoft Teams, IBM Watson, Microsoft Luis and other applications for the easy creation of a self-service interface

“Since we launched our intelligent automation platform, customers have realized that artificial intelligence combined with IT automation is a game changer,” said Brian Boeggeman, Chief Revenue Officer, Ayehu. “As we continue to make our solution even easier and more valuable, we are offering a free trial so that everyone can simply start automating today. IT professionals that experience it will immediately see a huge leap in productivity and efficiency.”

To experience Ayehu’s Next Generation IT Automation powered by AI, claim your free trial here. To learn more about the Ayehu Next Generation Automation and Orchestration Platform powered by AI, click here.

About Ayehu

Ayehu’s AI-powered automation and orchestration platform is a force multiplier for IT and security operations, helping enterprises save time on manual and repetitive tasks, accelerate mean time to resolution, and maintain greater control over IT infrastructure. Trusted by hundreds of major enterprises and leading technology solution and service partners, Ayehu supports thousands of automated processes across the globe. For more information, please visit www.ayehu.com and the company blog.  Follow Ayehu on Twitter and LinkedIn.

3 Tasks Every Service Desk Should be Automating

3 Tasks Every Service Desk Should be AutomatingAnyone who has had the pleasure of working the service desk is familiar with the “Monday Morning Blues.” You know….when you come into the office to find a huge queue of tickets waiting for you – a queue that’s growing by the minute. Sadly, this scenario is the norm for many service desks. Even worse – these already resource-strapped departments face the daunting task of manually tagging,  categorizing and prioritizing those tickets by hand. That’s where service desk automation comes into play.

With the right tools and technology, automating routine help desk tasks is easy – from assigning tickets to appropriate team members to processing others electronically to tracking response metrics and more. Not only will service desk automation save your company tremendous man hours, which will improve your bottom line, but it’ll boost employee morale, helping with retention and creating an environment that breeds innovation.

Not sure where to start? Let’s take a look at a few key workflows through which service desk automation can produce immediate, measurable returns.

Processing incoming tickets

Think back to the days of telephone switchboards. One or a few individuals would have to sit there, manually answering incoming calls and re-routing them to the appropriate person. It wasn’t an efficient process by any stretch of the imagination.

Yet, the modern-day help desk is still set up much the same way, with support personnel tasked with going through each incoming ticket, assessing it and determining which person or department should be tapped for further action. It’s time consuming, inefficient and far too easy for things to slip through the cracks.

With service desk automation, software robots handle all incoming requests, automatically evaluating, prioritizing and assigning them to the appropriate party for processing. With smart automation, most, if not all of the incoming requests can actually be resolved without the need for human intervention.

Furthermore, integrations with existing systems and platforms, such as SolarWinds, ServiceNow and Cherwell, is also possible, streamlining the entire IT help desk environment.

Centralizing ticket metrics

Most help desks are measured by things like average response time and mean time to resolution. Obviously the goal is to deliver as close to 100% service as possible in the most timely and efficient manner possible. But tracking those metrics can become just as cumbersome as actually handling the tickets themselves.

With the right service desk automation platform, you can easily view and track all of your defined metrics in one central dashboard. Customized views can provide access to the data that’s relevant to each individual or team. For instance, front line managers can easily assess how team members performing in real-time while high-level executives can gain a broader overview.

Mobile ticket management

In today’s mobile age, the service desk no longer exists as a physical entity. Tickets will inevitably come in while the appropriate party is away from his or her desk or not logged in. In these instances, how can the help desk avoid costly bottlenecks and delays?

Quality service desk automation software removes the proverbial chains from the traditional help desk setup, making it possible for anyone, anywhere to receive and respond to notifications and escalations. So, when the server goes down at 2am, the person designated to handle the situation will be instantly notified via text and able to take appropriate action immediately.

Not only does service desk automation minimize downtime and speed mean time to resolution, but because it’s mobile-friendly, IT teams enjoy much more freedom and flexibility – the likes of which would have been virtually unheard of just a few years ago.

If you manage or even just work for a help desk that is still operating under manual operations, the time to take action and turn things around is now. Get started with a free, interactive demo and experience the Next Generation of IT Automation and Orchestration for yourself!

IT Process Automation Survival Guide

The Consumerization of IT through Intelligent Self-Service Automation

Gartner defines the term consumerization as “the specific impact that consumer-originated technologies can have on enterprises. It reflects how enterprises will be affected by, and can take advantage of, new technologies and models that originate and develop in the consumer space, rather than in the enterprise IT sector”. One area of technology that is dramatically changing the face of the modern workplace is that of intelligent self-service automation. Here’s how.

In the past, for most organizations, the IT department was like an island. Any and all IT functions were managed and controlled exclusively within that group. With the introduction and more wide-spread adoption of self-service automation, however, the onus has markedly shifted. Today’s end-users are much more comfortable handling their own devices and applications, and many prefer the autonomy to be able to manage their needs on their own, without the assistance of IT.

Today’s self-service options allow the end-user to easily access and leverage the content they need the moment they need it, safely and securely, thanks to predefined controls running behind the scenes. Individual workers outside of the IT department enjoy the freedom and empowerment of sharing and restoring their own files and handling an array of technical issues on their own, without having to place added strain on the help desk and with little to no security risk.

This consumerization has resulted in tremendous benefits on both sides of the fence. For IT, it has provided the opportunity to remove time-consuming, menial (but necessary) tasks from IT – such as routine password resets, freeing highly skilled professionals to focus their efforts on more complex projects and mission-critical initiatives. From the end-user’s perspective, having the ability to advocate for his or her own needs has dramatically increased satisfaction levels.

As a result, the organization as a whole benefits from consumerization through self-service automation. With IT no longer bogged down by routine tasks, these valuable resources can be better allocated for the good of the company. And because users are able to handle their own needs, there is a significant boost in productivity thanks to the reduction in costly delays. Practically speaking, self-service automation removes the middle man, thereby eliminating bottle-necks in routine processes.

The ever-increasing investment by large organizations into mobile technology, whether it’s supplying devices to employees or adopting BYOD policies, is further evidence of how self-service automation has become an integral part of today’s workplace. And, when used as a component of an intelligent IT process automation strategy, the overall efficiency level of the entire enterprise can be maximized. So, it really is a win-win.

Is your organization taking advantage of this technology? Click here to experience intelligent automation for yourself today.

eBook: 10 time consuming tasks you should automate

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

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

4 Ways Cloud Automation is Changing the Way Businesses Operate

4 Ways Cloud Automation is Changing the Way Businesses OperateAs more C-Suite decision makers begin to recognize the flexibility and innovation afforded by cloud technology, it’s quickly becoming an integral part of the majority of organizations. Making the transition away from on-premise data center, however, requires more than just the cloud. Automation is equally important. In fact, in many ways, cloud automation is revolutionizing the way the enterprise operates. Here are four key areas where these changes are rapidly occurring.

Efficiency

The expenses associated with the current model of data center infrastructure are often far too high to justify. Typical costs in IT involve everything from staff to networking to servers and data storage (just to name a few). Making the transition to a cloud-based infrastructure dramatically reduces those operating costs and subsequently brings capital expenditures down.

Cloud automation takes this a step further by providing valuable insight into how resources are being used while also delivering the tools needed to scale those resources accordingly. Suddenly, spikes in demand won’t require the purchase of additional servers, which means no more significant investments for temporary situations.

Productivity

IT teams that aren’t leveraging cloud automation are forced to rely on manual labor to perform day to day mundane tasks such as maintenance and operations. Automation becomes a force multiplier, shifting the burden of manual work from human to machine, which instantly boosts productivity across the board.

Deployment

Automated deployment reduces the risk of human error, facilitates better collaboration and provides a much greater availability of resources. As a result, the IT team’s agility and performance will also increase. Cloud automation effectively reduces the length of time it takes from development to go-live.

Instead of relying on human operators, the vast majority of manual tasks, such as validating code, configuring databases, testing and monitoring, are performed automatically, without the need for human intervention. And since configurations for automated deployments remain constant unless changed, there’s no need to continuously set up new ones for each deployment.

Resilience

Any business that’s experienced a network outage can attest to the nightmare it can become. Cloud automation can strengthen the resiliency of systems because it offers continuous monitoring for potential problems and automatically addresses those issues as needed.

Furthermore, cloud automation enables organizations to replace failed servers with temporary standby ones that are geographically dispersed and to which data is automatically backed up. This ensures that critical applications remain available, even in the event of an outage.

Without question, cloud automation is assisting organizations of all sizes and industries manage the complexity of today’s cloud infrastructures. With an automated solution in place, the business is far more capable of adapting to changes in trends, strategy and even the environment. Best of all, this is accomplished at a fraction of the cost of a traditional network refresh.

Are you thinking of jumping on the cloud automation bandwagon? What are you waiting for? Take our next generation automation and orchestration platform for a test drive and experience it for yourself today!

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