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Tired of Turnover? 7 Tips to Keep Your IT Team Intact

7 Tips to Keep Your IT Team Intact

In the IT realm, attracting top talent is only half the battle. It’s keeping them that’s the real challenge. And with an average employee tenure of only about 3 years, it’s a serious concern for many organizations across the globe. Add in the complex, fast paced and highly stressful role of IT and you’ve got quite the conundrum. So, what’s the secret? How can you keep your talented employees on for the long haul? Here are 7 tips to point you in the right direction.

Challenge them. The last thing you want is for your IT personnel to become bored and stagnant in their current positions. Avoid this by investing in ongoing training, setting up mentoring programs, and offering opportunities to master new skills and technologies. The more you keep your IT employees engaged and involved, the less likely they’ll be to look elsewhere.

Cross-train and rotate. Being stuck on the same project day in and day out can lead to fatigue and frustration. Consider rotating employees onto various IT projects so that they don’t feel trapped. This will provide exposure to and the opportunity to learn about new skills and also open up the door to be able to approach long-term projects from differing perspectives – all of which can benefit your organization.

Arm them with what they need. These days, keeping up with the onslaught of incoming IT requests is nothing short of exhausting. Don’t leave your tech team out to dry by making them handle this monumental task manually. Arm them with the technology they need to do their jobs better, faster, more efficiently and more effectively, such as intelligent process automation.

Allow and encourage them to vent. Without question, the job of keeping an entire organization safe from the potentially devastating financial and reputational damage a successful cyber breach can have is incredibly stressful. Additionally, IT personal often feel tense due to the amount of classified and confidential information they are entrusted with. Provide an opportunity and a secure avenue for these employees to vent their feelings.

Mandate time off. Everybody needs a little down time, but given the fast-paced and highly stressful field of IT, these employees could probably use some time off more than anyone else in your organization. This is where technology can help. By automating a good portion of tasks and leveraging the cloud to embrace more flexibility, your team can take the much needed time off they deserve without the company feeling any negative impact.

Use realistic metrics to measure success. One of the biggest reasons IT professionals find themselves dissatisfied at work is because they feel they aren’t being adequately recognized. This is often due to a lack of clear and specific metrics for success. Management should set realistic expectations, communicate openly and routinely measure progress. Good work should be rewarded and areas of potential improvement identified and addressed in a positive, productive way.

Empower them. If your employees feel that their only option is to come in every day and put in 10-12 hours of labor, they’re not going to develop any kind of connection or loyalty to your organization. On the other hand, if they know that the work they do plays a direct role in the “big picture” and that their achievements are tied into the company’s overall success, they’ll be much more plugged in, which means they’re more likely to stay on for the long haul. Empower them by inviting ideas and encouraging autonomy.

Are you doing enough to keep your IT team satisfied, engaged and plugged in? If not, you could be facing higher turnover, which can negatively impact your company’s bottom line and also leave you more vulnerable. By implementing the above tips, you’ll create a more positive work environment that fosters longevity. Happy employees will work harder to ensure that your organization remains strong, secure and successful.

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Essential Use Cases to Jump Start Your IT Process Automation

At any given organization, there are always many, many manual IT processes that make great candidates for automation. From time to time though, we run across some process automation candidates that deliver noticeably higher ROI. As people started working from home due to the Coronavirus pandemic, and more staff needed to start using ZOOM, we stumbled upon a manual process that really stood out as an excellent use case to help jump start automation at organizations.

Ayehu keeps track of the highest value automation use cases with the broadest applicability to our customers. We display those on our website where you can drill down and get more information on each one. That list is updated from time to time when we come across great new uses of Ayehu to automate toil out of a process. The use case we’ll be talking about today is one of those examples, and we think you’ll be intrigued by how it involves Ayehu NG tying together ServiceNow, ZOOM, Active Directory, and a chatbot in a very timely way.

We’re just about 6 months or so into the pandemic, so scenes like this ought to be pretty familiar to most everyone by now.

A lot of you, maybe even all of you, are working from home. Being remote and away from the office necessitated a big shift in how employees, contractors, and staff interacted with each other.

That left the door wide open for a company called ZOOM to step in and fill that interaction gap previously provided by the in-office experience. So suddenly, it seems the entire world is using ZOOM.

BTW – One way you can tell a product has really entrenched itself in the minds of consumers is when its name becomes a verb. Right?

You don’t just hail a ride-share to the coffee shop, you Uber to Starbucks.

You don’t just edit that image, you Photoshop it.

And now, we don’t just put together a web conference, we setup a Zoom call.

Now in case you’re unaware just how much Zoom usage has increased; I’d like to share a few metrics with you that might leave you stunned.

In the past, ZOOM was criticized for being a platform only small organizations used. In their financials, they report on how many customers with more than 10 employees are using their service.

A little over a year ago at the end of Q1 2019, they had 59,400 customers with more than 10 employees

One year later at the end of Q1 2020, they had 265,400. That’s a growth rate of 347%!

It’s not just smaller firms using ZOOM though. There’s a banking firm that deployed around 175,000 new ZOOM seats in Q1 and a global law firm called Baker McKenzie with over 6,000 attorneys worldwide adopted ZOOM as well.

Here’s another great visualization of ZOOM’s growth.

Back in 2013, ZOOM had just 3 million daily meeting participants.

That’s grown dramatically, and as of the end of March 2020, they now have 300 million daily meeting participants. I’m betting that number will go up when their Q2 financials are released.

Here’s the metric that made my jaw drop to the floor.

In January 2020, the number of meeting minutes ZOOM’s customers were consuming on an annualized basis was 100 Billion. That’s right 100 Billion meeting minutes.

Can you see the “bar” representing that number? No? Let’s zoom in, no pun intended.

100 Billion meeting minutes is that razor thin sliver of a yellowish vertical line that’s thinner than the grey border representing the y-axis of this bar graph. Why does 100 Billion meeting minutes look almost invisible on this bar graph?

Because just 3 months later in April 2020, ZOOM was on a run rate to consume 2 Trillion annualized meeting minutes (see previous graph). So while 100 Billion may sound like a lot, it’s a drop of water compared to the ocean that is 2 Trillion. This is a growth rate that must’ve left their DevOps team gasping for air the entire first quarter of 2020.

And what has all that growth in customers, meeting participants, and meeting minutes done? It’s led to a lot more of this.

It seems like ZOOM is everywhere and everyone is using it all the time.

That in turn has led to a problem for IT Operations in provisioning ZOOM accounts efficiently, while also documenting their distribution and assignment.

So I’d like to give you an overview of the workflow powering the use case we think is a great way to jump start your IT process automation efforts. It highlights Ayehu NG’s ability to be that single pane of glass tying together so many different pieces in your environment.

It’s going to start with an end user sending a request through Slack that they would like a ZOOM account.

The request goes directly to Ayehu, which looks up the manager that user directly reports to on Active Directory.

When the manager is identified, Ayehu passes along the user’s request to the manager, and awaits an approval or a denial.

In our use case, the manager approves the request, which BTW – is all done through email.

Ayehu then does three things:

  • It provisions an account on ZOOM
  • Sends the user an update via Slack that their request for a ZOOM account was approved
  • It also emails the user their new ZOOM credentials

Finally, Ayehu opens a ticket in ServiceNow, and documents every aspect of this request, automatically creating a complete record of everything that transpired.

That’s it. If you wanted the whole thing to run completely on auto-pilot, without requiring manager approval, you could easily configure it to do that too.

If you’re interested in test driving Ayehu NG to easily provision ZOOM accounts for your end users, download your very own free 30-day trial version today by clicking here.

5 Things That will Derail an IT Automation Project

The process of implementing something new will almost always involve making a few mistakes, veering in the wrong direction and eventually figuring out a way to correct those missteps and prevent those risks in the future. Adopting IT automation is no exception. If you aren’t careful, the mistakes you make can become embedded into your business processes. As a result, these errors will occur at scale and ultimately become much more difficult to control and correct.

On the other hand, when you proactively detect errors and take the steps to address and correct them right away, you’ll have much more success with the technology. That said, here are five common pitfalls that can wreak havoc on your IT automation project so you’ll know what to watch for and avoid.

Lack of clear and accurate understanding.

Simply put, you cannot adequately solve a problem that you don’t fully understand. The same concept can be applied to IT automation initiatives. If you don’t completely understand what problem you are actually trying to solve, the risk of errors goes up exponentially.

To avoid this, begin with a hypothesis statement. Define the problem that you are trying to resolve and determine which models you plan on using to address that issue. This is critical, because if it’s not done correctly from the start, things can go wrong very quickly.

Poor data quality.

The old adage, “garbage in, garbage out” can easily be applied to IT automation projects, especially those that involve machine learning and AI. If the quality of the data you are supplying isn’t up to par, the outcome will inevitably suffer. In fact, poor data quality is one of the top concerns of data managers, as it can impact analytics and ultimately influence business decisions in the wrong direction.

The result of these poor decisions can negatively affect performance and make it difficult to garner support for future initiatives. Exploratory data analysis (EDA) can help you proactively identify data quality issues so you can prevent problems before they occur.

Absence of specific purpose.

Another common contributor to IT automation failure is implementation without a clear purpose. In order for automation to generate positive ROI, it must be applied properly – not simply because it’s the trendy thing to do. In fact, using AI and automation when it’s not the best solution to a problem can actually cause more harm than good.

In addition to addressing the wrong problem, doing so can involve wasted time and resources, both of which come at a cost. To avoid this, identify the precise problem and desired outcome to determine whether IT automation truly is the appropriate solution. 

Insufficient resources.

It’s easy to underestimate the amount of resources required to implement IT automation properly, in particular as it relates to infrastructure. Without adequate processing power, successfully implementing automated solutions in a timely manner can be difficult, if not impossible. Furthermore, without the resources in place to allow for its deployment and use, what’s the point?

To address the expense and complexity of deploying a scalable infrastructure, leveraging a cloud service that can be provisioned on-demand may be the better option. Those wishing to keep things in-house should look for a lightweight, plug-and-play solution that doesn’t require coding and can be deployed across both on-premises as well as private cloud platforms.

Poor planning and lack of governance.

It’s not unusual for an IT automation project to start off with tremendous enthusiasm only to lose momentum and ultimately end up grinding to a halt. When this happens, poor planning and lack of governance is most often to blame. For those projects that don’t cease, a lack of guidelines and limits can result in an exorbitant expenditure of resources without the beneficial end results. 

To keep things moving in the right direction, IT automation initiatives must be continuously monitored. In the event that progress begins to wane, it can be wise to take a break and reevaluate the effort. Keeping people engaged in the process is the key.

IT automation can be a tremendous asset to an organization, but only if it’s planned, implemented and managed properly. By avoiding the five common pitfalls listed above, you can place your company in a much better position and improve your chances of long-term, sustainable success.

Free Ebook: 10 time-consuming IT tasks you should automate!

The Importance of Reskilling Employees for the Future of Work

The Importance of Reskilling Employees for the Future of WorkA few months ago, nobody could have imagined a rampant virus shutting down the world and bringing the global economy to its collective knees. Yet, here we are, several months into the COVID-19 pandemic, and most of us still trying to adjust to this sudden and severe change to life as we know it. Organizations around the world have been forced to adapt to a new way of work, whether having to remain operational with a reduced workforce, quickly having to roll-out work-from-home strategies or some combination of both.

As the dust begins to settle, however, a new business need has begun to emerge. Business leaders everywhere are now recognizing the critical importance of being prepared and planning ahead. And one of the most effective ways to do so is to focus on reskilling employees to get them future-ready. Likewise, those individuals who find themselves unfortunately out of work due to the current crisis have the opportunity to position themselves as much more marketable and therefore more employable by learning and mastering new skills.

One of the biggest changes we are likely to see as the world returns to work is greater adoption of a hybrid workforce. That is, humans working alongside digital agents. Many organizations are expected to continue partial or possibly even entirely remote operations, especially after discovering that not only is work-from-home feasible, but it’s an incredibly efficient and cost-effective way to do business. Of course, this would not be possible without the right policies and technologies in place. That’s where reskilling comes into play.

Even before the current health crisis, innovative capabilities, like automation and artificial intelligence, were already causing a good amount of disruption to jobs and the skills human workers needed to know in order to remain employable. In fact, in 2017, McKinsey estimated that as much as 14 percent of the global workforce would either need to acquire new skills or change occupations by 2030 due to AI and automation. To put this into perspective, that’s some 375 million workers. Another recent McKinsey report revealed that 87% of executives said they were either expecting an increased skills gap in the near future or were already experiencing one.

This latest pandemic has brought this need to the forefront and made it much more urgent. Employees across almost every industry must find a way to adapt to the rapidly evolving conditions and organizations must figure out how to transition those workers into new roles and responsibilities. While the two go hand in hand, the “new normal” will ultimately be more about the role of AI and automation than it will about remote work. It will be about how business leaders across the board are able to retrain or upskill their existing workforce to prepare them for the post-pandemic reality.

To rise to this change, organizations must develop strategic talent strategies that include advancing and honing employees’ skills from a holistic standpoint. That means strengthening their digital capabilities as well as their cognitive, emotional and social skills. If there’s ever been a time for companies to commit to and invest in the education of their workers, it’s now. Focusing on this, along with investing in the right tools and technologies, will help bolster a company’s posture against future business disruptions.

Likewise, employees themselves should be taking this opportunity to further their skillsets and adapt to the changing landscape. Whether their employer is resistant to the topic of reskilling or they are one of the millions currently unemployed, individual workers would be wise to seek out available learning opportunities on their own. At a time when job security is virtually non-existent and the skills gap is widening, embracing intelligent automation will undoubtedly create opportunities for new positions in the future of work.

Whether you are an organization seeking to get ahead of the next potential crisis and strengthen your position in the marketplace of tomorrow or an ambitious individual looking to future-proof your career, Ayehu Automation Academy is a great place to start. Find out more about the academy and enroll yourself or your team today by clicking here. 

eBook: 10 time consuming tasks you should automate

Hired! How to Put Digital Labor to Work for Your Service Desk

How to Put Digital Labor to Work for Your Service Desk

Author: Guy Nadivi

With the proliferation of all kinds of bots the last few years, “digital labor” is a term you’re going to be hearing more and more about going forward.

Lee Coulter, who chairs the IEEE Working Group on Standards in Intelligent Process Automation says that “digital labor” is really just another term for “intelligent automation”. However, digital labor represents a paradigm shift that’s disruptive to the status quo. From what we’ve seen so far, you can expect that it will change how we work. It will change the kinds of work we do, and it will also create enormous new opportunities for cost cutting, as well as career opportunities for those who will be working with and managing digital labor.

A few years ago, an analyst at HfS Research coined the phrase “Welcome to Robotistan”, which referred to a corporate world where humans intermingled with virtual FTE’s, primarily in the form of bots that could take on the boring, repetitive tasks so many humans despise doing. With the proliferation of automation the last few years, that vision has turned into a reality, perhaps quicker than many thought it would.

Now with the COVID-19 pandemic, we’re seeing interest really skyrocket from organizations wanting to deploy chatbots to relieve humans of robotic-type tasks, and free them up for more important things, like for example, reshaping the digital workplace to accommodate all the people now working from home.

The worldwide chatbot market continues to experience extraordinary growth. According to Business Insider, in 2019 the market was worth a bit more than $2 ½ Billion, but they’re forecasting that by 2024 it will approach $10 Billion! That’s a compound annual growth rate of over 29% a year, which by any measure is very impressive.

Last year Salesforce.com released a major report entitled the “State of Service”. In this study they found that nearly a quarter of their respondents (23%) currently use AI chatbots and nearly another third (31%) said they plan to use them within 18 months.

That represents a projected growth rate of 136% in the use of AI chatbots from Spring of 2019 to early Autumn of 2020. Another clear indication of serious growth!

As we’ve often said at Ayehu, the biggest factor driving enterprise adoption of AI chatbots is probably service desk Cost Per Ticket.

The generally-accepted industry figure for the average cost of an L1 service desk ticket is $20. Enterprises deploying AI chatbots to enable self-help or self-service capabilities for their end users are finding that they can drive down the cost of those L1 tickets to just $4. Tell a CIO, CTO, or any senior IT Executive that there’s a way to reduce their single biggest expenditure on IT Support by 80%, and they’re likely going to be very interested in hearing more.

However, AI chatbots with automation that shift ticket requests to end-users for self-service can do much more for the Service Desk than just lower ticket volume and costs.

When AI chatbots are deployed as digital labor, service desks can also:

  • Slash MTTR by accelerating resolutions of incidents and requests
  • Liberate IT staff from doing tedious work and free them up for more important tasks
  • Raise customer satisfaction ratings, an increasingly critical KPI for IT Operations

Last year, Ayehu conducted an inquiry with a Gartner VP focused on the AI chatbot market, and he shared with us what they believe the biggest value propositions of digital labor are, based on an organization’s AI chatbot maturity level.

If your organization is interested in the technology but hasn’t deployed anything yet, in other words you’re in pre-production or your plans are still on the drawing board, then your biggest value proposition from digital labor is going to be cost reduction and deflection rates.

If your organization already has AI chatbot solutions in place, then your #1 benefit from adding automation and turning that AI chatbot into true digital labor will be increased customer satisfaction.

Regardless of whether you’re in pre-production and have yet to deploy digital labor, or have rolled out chatbots and are looking to add automation, here are some questions you should ask yourself and have answers to in order to guide your enterprise to the best possible outcomes.

What would AI chatbots mean inside of my enterprise?

How would they change business processes? How would they impact our cost structure? How would they increase our capacity?

How do I want our people to be able to work with digital labor?

This is another important question to ask in order to clearly demarcate where digital labor ends, and escalation to humans begins.

How do I want our people and digital labor to engage with customers?

This is actually important to answer whether the customers are internal or external.

There are a lot of important questions to ask your digital labor vendor as well before deploying, but here are 3 that really stand out.

What kind of scalability would an AI chatbot be capable of inside of my enterprise?

How many users can it handle? How many inquiries can it handle simultaneously? This is very important to know beforehand.

How easy is it to use?

How hard is it going to be to configure the AI chatbot for my enterprise? Do I need expensive highly-skilled programmers, or will one of my junior-level sys admins be enough?

Finally, how many other systems can I integrate my digital labor with?

The number of platforms your digital labor can connect to will dictate how much of your workload it can automate for you.

If you’re interested in test driving Ayehu NG as the automation platform that powers your digital labor efforts, download your very own free 30-day trial version today from the link below:

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Preparing for the Future with IT Process Automation

Preparing for the Future with IT Process AutomationAs organizations focus their attention on the future in an attempt to envision what that new normal will ultimately look like, IT process automation should begin to come into clearer focus than ever. Faced with the increasing challenge of managing mountains of data and maximizing uptime without bringing in additional human workers, businesses that are late to jump on the automation bandwagon will almost certainly fall behind. Organizations that prioritize the building of a digital workforce, on the other hand, have the ability to not only bridge the talent gap but also augment the skills of their existing personnel.

While some fear of AI taking over and replacing the human workforce still exists to a certain degree that fear is lessening – particularly as people begin to experience the tremendous benefits that come with working in tandem with digital coworkers. It doesn’t have to be one or another. In fact, to the contrary, while intelligent IT process automation is certain capable of carrying a significant portion of the workload, humans are still a necessary component – at least for the foreseeable future.

Part of what makes digital workers (aka IT process automation) so appealing is the ability to quickly and seamlessly build on additional capabilities. For instance, you can have the same automation platform assist human resources as well as the IT support desk simultaneously. The versatility and virtually endless workload capacity are inherently valuable on both a granular level as well as for the organization as a whole.

Increasing Demand for IT Process Automation

Despite the fact that unemployment has recently skyrocketed, the reality is, this situation is temporary. While recovering from the economic blow of the global pandemic will take time, many of those currently out of work will be hired back once things turn around. Likewise, a significant portion of the baby boomer generation is now heading toward retirement. This will inevitably bring us back to a shortage of skilled workers.

Meanwhile, organizations are under increasing pressure to keep operations going as smoothly and with as little disruption as possible. IT process automation can address these challenges, providing a safety net for short-staffed teams and a viable succession plan for when human workers begin dropping out of the workforce.

Merging Humans and Digital Workers

Those businesses with a cohesive strategy that utilizes both digital and human workers and relies on automation technologies will have the distinct advantage over those less forward-thinking. To achieve this balance, business leaders must ensure that human workers are not only aware but fully on-board with the evolution that is taking place. Remember – successful digital transformation is not about technology. It’s about business goals and strategic outcomes. Be sure the focus lies in the correct place.

Leverage IT process automation to handle the tasks, processes and workflows that will free up their human counterparts to be able to focus on more meaningful work. Begin by first automating the “low-hanging fruit,” which are smaller manual tasks that offer fast and measurable ROI. This will enable you to test, learn and optimize to achieve even more value in the future.

Keep in mind, of course, that the digital workforce requires structure and oversight, just like your human personnel. This is where the convergence of human and digital will really shine, as it opens the doors for ambitious employees to learn new skills and enhance their own value.

Over the coming years, we’ll undoubtedly see more organizations relying on IT process automation as an invaluable resource for maximizing efficiency and productivity, augmenting their workforce and ultimately strengthening their position in the marketplace.

Will you be among these front-runners? Get started with intelligent IT process automation today by launching your free 30-day trial of Ayehu.