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ITSM Automation: The Secret Key to Unlocking Business Value

ITSM Automation: The Secret Key to Unlocking Business ValueOne of the more surprising trends in recent history has been the implementation of IT Service Management (ITSM) in areas that are outside of the IT realm, such as facilities management and human resources. Similar to IT, these functions can derive significant business value from standardizing, automating and streamlining workflows and processes. Furthermore, by cutting costs and skyrocketing efficiency, ITSM automation can help all lines of business roll out newer and better capabilities for the benefit of the entire organization.

Widespread Benefits of ITSM Automation

According to a recent survey by PMG, nearly three quarters of the 300 respondents listed self-service automation as beneficial to the entire organization. 68 percent agreed that automation can help lower the costs of IT operations. 82 percent acknowledged that automation has fundamentally changed the way cloud and virtual environments are managed while 65 percent credit automated technology as instrumental in integrating and managing Big Data.

Nearly all survey respondents, however, (98 percent) agreed that automation already provides clear and measurable business benefits, including:

  • Enhanced customer satisfaction
  • Increased productivity and subsequent gains
  • Better knowledge sharing
  • New product delivery

It’s no surprise, then, that ITSM automation is now being leveraged to streamline manual processes across entire organizations, including IT help desks, HR departments, customer contact centers and more. Extending automation outside IT departments into other business units within the company is becoming much more commonplace.

Aligning ITSM Automation with Business Goals

Of course, in order for ITSM automation to truly generate measurable benefits across the enterprise, it must be aligned as closely as possible with broader organizational goals. This isn’t a significant challenge, however, thanks to ITSM’s ability to facilitate better communication throughout the company. By eliminating miscommunication, businesses gain greater efficiencies. When IT becomes less of a silo and more a part of overall business operations, everyone benefits because they’re all on the same page.

Obstacles to ITSM Automation

While the majority of business leaders agree on the many benefits ITSM automation has to offer, there are still certain key challenges that exist and must be overcome. One of the biggest obstacles is the lack of a holistic approach to automation, which results in silos that are not integrated and therefore are not being leveraged to their fullest potential. In some instances, separate automated processes actually work against rather than with one another, slowing down progress and creating more inefficiency than they’re supposed to eliminate.

One of the contributors to these silos of automation is different departments that deploy automation individually, without the IT team’s knowledge and assistance. Other respondents to the survey cited business leaders who create their own automated solutions using incorrect tools or non-standard processes. Clearly these issues must be addressed and overcome if ITSM automation is to become truly beneficial. Ideally, the IT department should take the lead on developing and implementing an interdepartmental strategy for automation.

The first step? Choosing the right platform. Watch ITSM automation powered by machine learning and AI in action today by requesting a free product demo. Click here to get started.

IT Process Automation Survival Guide

Leveraging Self-Service Automation to Meet Business Requirements

Leveraging Self-Service Automation to Meet Business RequirementsOne of the most powerful tools an IT department can leverage is that of self-service automation. Not only does this empower everyday employees to be able to handle many of their own needs without having to contact the help desk, but it also vastly improves productivity and efficiency of IT operations. IT automation provides the ideal solution to be able to leverage self-service investments for your own organization and furthermore align them to help achieve your strategic business goals.

To successfully implement such a strategy, IT must first develop balanced score cards (BSCs) to determine the specific business goals that are to be achieved. These BSCs should have four main aspects: financial, internal, customer, and learning and development (L&D). The goal is to map out IT and self-service automation initiatives using these four aspects so that specific business impacts can be identified and worked toward.

A great example of this would be self-service password resets. Believe it or not, this task alone comprises 40% of the service calls that are fielded by help desk representatives on a daily basis. Imagine the time it takes to handle these simple, menial tasks taking up almost half of your IT department’s daily activity. Now, imagine if that task could be automated and handled instead by the end-user. That way, your personnel would be freed up to focus on more critical aspects of their jobs – and things that are specifically aligned with your company’s strategic objectives.

Let’s examine in further detail how self-service automation can further impact your organization. Consider for a moment your organization’s expenditure for help desk calls. According to the global research firm Gartner, the average cost of a help desk call is $17.88. Taking the total number of password reset requests received annually and multiplying it by this average cost will demonstrate just how much this one simple task is costing your organization.

Another way to quantify this expenditure is to calculate the total costs associated with each of your help desk associates (salary plus benefits, including bonuses, stock options, etc.). Multiply that total cost by the 40% figure indicated above. This will help you determine how much you’re spending on an annual basis just on password resets alone. According to Gartner, the average total cost of a help desk associate, including all other perks and benefits, is $80,012 per year. That would mean that for each employee, you’re paying $32,005 just to have passwords reset!

Certainly one of your business goals is to maximize resources while minimizing expenditure. By leveraging self-service automation options to handle even just the one task of password resets, you can dramatically reduce operating costs and improve efficiency at the same time. Of course, this is just one small example of how IT automation and self-service initiatives can have a significant, positive impact on your business.

Are you leveraging this powerful tool for your own IT department? If not, the time to do so is now! Click here to take our intuitive automation and orchestration platform for a test drive today.

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

Could Self-Service Automation Be Your Organization’s Key to Success?

Could Self-Service Automation Be Your Organization’s Key to Success?You’ve dedicated a lot of time and energy into building an IT department that is highly qualified. You’ve probably also invested a good deal of money into providing that team with the advanced technology they need to do their jobs more efficiently. What you may not realize is that the secret to sustainable success, not just in IT, but across the entire organization, may actually lie with the end-user. In fact, when it comes to productivity and competitive advantage, self-service automation might just prove to be your ace in the hole. Here’s why.

What is self-service automation?

Before we delve into the many business benefits self-service operation has to offer, it’s important to first understand just what this term refers to. Essentially, self-service technology empowers non-technical employees across the enterprise by allowing them to proactively perform a variety of routine and ad-hoc tasks and processes. This could be as simple as resetting a password or generating a report, or as complex as initiating and carrying out the new employee onboarding process.

Why is self-service automation such a powerful tool?

There are a number of advantages to employing self-service technology in your organization. From an end-user’s perspective, not having to wait for a help desk agent to complete the task in question can save a tremendous amount of time. Imagine if a user is locked out of his or her workstation and submits a help ticket, but all available IT agents are busy putting out bigger fires elsewhere. In the meantime, the end-user cannot perform his or her work duties. Multiply this by several users and you’ll see a significant hit on overall organizational productivity.

Now, imagine this situation with self-service automation instead. Rather than opening a help ticket, the user could take the necessary steps to regain access without having to involve IT at all. The employee saves time and can get back to being productive again much more quickly.

Self-service automation makes everyone’s life better.

Now let’s take a look at that same example from an IT agent’s perspective. Do you know how much time is wasted performing routine tasks such as password resets and system restarts? Essentially, you’re paying a highly skilled IT professional (or several) to do mundane work. By shifting this responsibility back to the end-user, you free up your talented technicians to be able to apply their expertise toward more mission critical tasks and projects. This is a much better allocation of resources for the organization.

And while many IT staffers may initially resist the idea of a self-service portal, they almost always change their tune once they experience how liberating it can be for them. Even lower-tier and entry level personnel can benefit, as they will have the freedom and flexibility to focus on improving their skillsets and making themselves more marketable.

Overall, self-service automation can improve productivity of employees across the board. When everyone is optimizing their time and work is being completed at a more efficient rate, the company as a whole will perform better. The better your company is running, the higher your customer satisfaction rates will go and the more traction you’ll be able to gain against the competition. In other words, with self-service automation, everyone wins.

But you don’t have to take our word for it. Experience the many benefits for yourself by downloading your free trial of Ayehu today and start positioning your business for a more successful tomorrow.

IT Process Automation Survival Guide

How to Choose the Right ITSM Automation Solution

How to Choose the Right ITSM Automation SolutionWhen it comes to ITSM automation, there are almost as many solutions out there as there are issues to address. Sifting through the mountains of options and listening to every self-professed ITSM expert can be nothing short of overwhelming. But ITSM automation has proven to be the differentiator in achieving long-term success and ongoing competitive advantage. So, it’s a battle that must be fought. Thankfully, knowing what to look for in advance can make it a much easier process to endure.

Benefits of ITSM Automation

Before we delve into the key characteristics of a good ITSM solution, it’s helpful to get a clear understanding of how automation can become a force multiplier for your organization.

  • Reduced need to depend on people, as best practices are clearly defined and ITSM automation is leveraged to allow technology to do the heavy lifting
  • Less people dependency brings with it a greater cost savings to the company as a whole
  • Significant reductions in human error
  • Accelerated and improved incident response process
  • Greater IT service delivery process, which improves both internal service levels and external customer satisfaction

That being said, here are some of the main considerations to keep in mind when evaluating various ITSM automation solutions.

Ease of use and speed to deployment. The quicker you can get your ITPA platform up and running, the sooner you can begin getting a return on your investment. As such, a plug-and-play, out-of-the-box solution that offers preconfigured templates is a great place to start.

Single user interface. These days, IT support is delivered across a plethora of different devices. As such, being able to access your automation platform from anywhere through a single-user interface is recommended. Be sure to inquire on how the interface is configured.

Customizable, intuitive workflows. Not only should your ITSM automation solution be capable of tracking and recording incidents and service requests, but it should also be able to intuitively automate the appropriate assignments, tasks and actions related to them. The goal should be a closed-loop process that provides optimum visibility from start to finish. You’ll also want to look for a platform that allows complete flexibility and the ability to customize workflows as needed as well as agility to support your changing needs over time.

Enterprise-wide automation. With a solution that’s flexible and configurable, you can achieve widespread process automation across the entire enterprise. In other words, your ITSM automation solution shouldn’t be limited solely to IT service requests, rather it should be available to optimize other functions and business processes performed throughout the organization, such as employee onboarding, facilities management, HR and even marketing processes. The more robust the functionality, the better.

Ability to integrate. You don’t want to reinvent the wheel, nor should you have to invest in an entirely new infrastructure in order to adopt automation. To the contrary, look for an ITSM automation platform that is fully and seamlessly integratable with existing applications, such as active directory, desktop management, network monitoring and more.

Enhanced incident management. One of the biggest time killers in ITSM is spent fielding and managing incidents. Far too many organizations waste hours upon hours of manpower creating separate incidents for each task that needs to be performed. Still others assign entire incidents to second-tier support agents only to lose control and visibility. With ITSM automation, you can create and manage multiple tasks and assignments under one incident while maintaining complete visibility over the entire process.

Self-service options. Empowering end-users to handle many of the common IT support requests on their own not only improves productivity and satisfaction, but it’s also a great way to free up IT personnel so they can focus on more critical tasks and projects. Choosing a solution that offers self-service automation is a wise investment.

Comprehensive reporting and metrics. All the data in the world isn’t worth a thing unless you are able to extract and leverage what’s relevant to you. The ITSM automation solution you choose should have comprehensive and easy-to-use, multi-level reporting that will provide valuable insight into your service desk operations. This information can then be used to develop best practices, improve operations and make better business decisions.

Are you feeling overwhelmed in your search for the perfect ITSM automation platform? Ayehu offers all of the above features and functions along with the power of artificial intelligence and machine learning. See it in action by scheduling a live demo or download your free 30 day trial and experience it for yourself.

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

Why Self-Service Automation is Now a Necessity

Why Self-Service Automation is a NecessityThe concept of self-service is nothing new. In fact, more and more industries and businesses are adopting this as a means to improve efficiency, reduce costs and create an environment of empowerment. Many are even extending the concept from internal operations to external, providing customers with convenient self-service options. Yet, the one area where this concept remains to be widely embraced is in IT. For a variety of reasons, many IT professionals continue to insist on maintaining all of their own tasks. What they fail to realize is that offering end-users self-service automation options can significantly benefit their department as well as the organization as a whole.

The main benefits of self-service automation include:

  • Better service quality
  • Saved time through faster management and execution of requests
  • Process and resources traceability and transparency
  • Positive end user experience with IT issue management

Think about it. Why would anyone want to continue doing time-consuming, manual tasks for other people when those recipients could just as easily do the task themselves? Wouldn’t it make more sense to delegate those things that can be handled on an end-user basis? Self-service automation allows the end-user to independently resolve problems without assistance from the help desk, freeing up IT personnel to focus on more critical business issues.

If the concept of turning over control to the end-user seems frightening to you, consider the fact that there are varying levels of control that can be applied. Self-service activities may be fully automated without any IT personnel involvement, or semi-automated, with IT managers remotely approving procedures via SMS, email or phone call.

Using a self-service portal, users can:

  • Unlock an end-user account
  • Reset a password
  • Independently perform a range of IT tasks such as freeing up server disk space or restarting Windows services

Self-service automation can also be used proactively to transfer ownership from the IT department to the end-user by sending alerts and notifications by email or SMS, such as password expiry notifications.

Whether for test, development or production task requests, effective IT Service Management starts with self-service and automation solutions. Users can “order” what they need from a list of standard options in an intuitive web portal. IT staff can enable on-demand provisioning of application and infrastructure requests within minutes, with no delays. And administrators can control and track each service, from initial request to decommissioning.

What do you need to get started? Simple. Self-service portal, orchestration engine, and advanced cloud management capabilities to improve IT agility, flexibility, and speed.

Leverage all of this and more for your organization today by downloading a 30 day free trial.

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

The Case for Self-Service Automation

The Case for Self-Service AutomationSelf-service automation has become quite the buzzword amongst IT professionals, and for good reason. Simply put, this intelligent technology is revolutionizing the way organizations operate and dramatically improving the way employees perform their jobs. There are a great number of benefits to self-service automation, including helping the IT department save time and money while also empowering end-users to resolve their issues instantly, without the need to involve the helpdesk. As such, productivity and efficiency levels rise across the board.

But what, exactly, is self-service automation? Well, in the most basic of terms, this type of automation allows non-IT workers to proactively perform routine, repetitive and ad-hoc processes. These tasks could involve anything from new-user onboarding and generating reports to resetting passwords and performing system restarts. Previously, employees had to rely on IT each time one of these functions needed to be executed, which resulted in unnecessary delays, subsequent dips in productivity and, of course, frustration on the part of both parties.

With self-service automation in place, IT can establish a library of automated tasks, processes and workflows that can be easily implemented by the end-user community without the assistance of the tech team. By shifting these routine but necessary tasks to the end-user, IT personnel is then freed up to focus time, effort and resources on more critical business matters. Likewise, by eliminating the need for helpdesk involvement, employees are able to get their issues resolved faster, which reduces delays and promotes a greater degree of productivity.

Some folks in the IT realm are still on the fence about this technology, fearing it will ultimately make their jobs redundant. In reality, while automation will indeed replace at least a portion of tasks and possibly eliminate some lower-tiered roles altogether, it will also create new opportunities for those in IT to further their skills and education, making them more valuable as an employee in the long run. Thus, self-service automation shouldn’t be viewed as a threat, but rather as a tool to make life easier for everyone.

Self-service is also addressing the skills gap that currently exists in IT. Whether it’s a smaller to mid-sized company that can’t afford to keep a large IT department on staff due to budget restraints or a larger enterprise that simply cannot keep up with the increasing demand that is stretching even the most well-staffed IT department too thin. Taking those smaller, menial tasks off the plate of the tech team provides for a better allocation of resources.

Are you reaping the many benefits of self-service automation for your company? If not, the time to start doing so is now. Click here to launch your free trial of Ayehu’s automation platform today.





eBook: 10 time consuming tasks you should automate




10 Biggest Reasons IT Pros Love IT Process Automation

10 Biggest Reasons IT Pros Love IT Process AutomationIf you’re somehow not yet familiar, IT process automation is technology that takes the specific pain points within a business – those time-consuming, manual tasks that are sucking up valuable resources and killing productivity – and automates them to dramatically improve efficiency and service levels, cut costs, reduce mean time to resolution and so much more. Want to know the real reasons why CIOs, CTOs, CISOs, IT managers and operation support teams are embracing IT process automation?

  1. Automating the remediation of incidents and problems. Not only does this free up time and manpower, but it also significantly reduces human error associated with manual incident monitoring and management. When an alert comes in, it automatically gets addressed or assigned to the appropriate person, and it can be easily tracked from start to finish.
  1. Empowering front-line IT operators (L1 and L2) to resolve more incidents faster. Automation eliminates the need for escalation to higher level teams, freeing those more skilled employees to focus on other important mission-critical tasks while empowering lower level staff to take on more responsibilities. This also reduces turnaround time because there’s less red tape.
  1. Reducing floods of alerts from monitoring systems and event sources. Enhanced organization and management of incoming alerts results in better service levels and fewer delays for delivery of that service. Critical alerts are prioritized and assigned immediately to the appropriate party for timely resolution.
  1. Automating repetitive maintenance procedures and daily operational tasks. IT professionals possess skills that could be much better allocated elsewhere instead of processing repetitive operational tasks. Automating these tasks, such as password resets and service restarts, allows technology to do the heavy lifting, freeing up talented personnel to be able to focus on key issues that would further improve performance and service levels.
  1. Creating a consistent, repetitive process for change management. Effective change management is all about organization. IT process automation provides management with the tools they need to create comprehensive processes that can be used again and again to produce the same desired results over time.
  1. Connecting ITIL best practices with incident and problem management. The goal of any operation should be to manage workflow in a manner that is the most efficient and effective, both internally and externally. When ITIL best practices are integrated with the best practices in place for incident management, the organization as a whole becomes much more efficient, productive and therefore more profitable.
  1. Documenting and capturing incident resolution and audit trails. Staying compliant with government and other regulatory bodies remains a top priority among businesses across just about every industry. IT process automation provides the ability to consistently remain compliant and well prepared in the event of an audit.
  1. Building an up-to-date knowledge base to reduce training time and cost. Bringing new employees up to speed costs time and money. Having a comprehensive knowledge base and easy-to-implement software reduces the time spent training, improving efficiency of both existing and new employees.
  1. Integrating on-premise systems management tools and process with ITSM tools. Service management and IT process automation go hand in hand. By joining the two, your organization will be better poised for success.
  1. Establishing end-user self-service portal for better services and fulfillment requests. Advanced technology has empowered people to be able to manage many day to day tasks on their own. ITPA leverages this concept, providing self-service options for the end-user which simultaneously improves customer service and operational efficiency.

Ready to jump on the IT process automation bandwagon? What are you waiting for? Get started with your free trial today and start reaping all of these amazing benefits for your own organization!

Implementing Self-Service Automation? Here’s What NOT to Do…

Implementing Self-Service Automation? Here’s What NOT to Do…Self-service automation is becoming more of the norm rather than the exception. In fact, at last check, some 56 percent of businesses have implemented or are currently working on some type of self-service initiative. And it’s not only for making your customers’ lives easier. Many organizations are realizing the benefits of providing self-service options to employees to eliminate the need for many of the common issues plaguing the help desk, such as password resets and system refreshes. If you’re thinking about jumping on the bandwagon, here are a few common mistakes you should actively avoid.

Inadequate Communication – If you want your employees to adopt and embrace self-service technology, you have to ensure that they understand its many benefits. This is particularly important for your IT team, some of whom may feel uneasy or even threatened by the thought of automated technology handling some of their tasks. Gain acceptance and buy-in by communicating how self-service options will actually make the lives and jobs of everyone easier and more efficient.

Lack of Knowledge – What types of activities can you – and more importantly – should you be transitioning over to self-service? Many otherwise savvy IT decision makers rush into self-service implementation before they truly have a good understanding of what tasks are most beneficial to automate. Take time to learn about what your IT team is bogged down by and also what areas the end-user might not only benefit from, but actually appreciate the ability to handle things on their own.

Not Choosing a Tool Carefully – Not all self-service automation tools are created equal and if you don’t carefully and thoroughly do your homework, you could end up with a less-than-ideal result. Not only does implementing a faulty tool mean more headaches for your IT department, but the frustration of everyone who has to use it will ultimately lead to disengagement, resistance and/or complete lack of adoption. Make sure the tool you choose is robust, user-friendly and versatile enough to handle both full and semi-automation needs.

Setting and Forgetting It – Like anything else in technology, self-service automation isn’t something that you can simply put in place and never think about again. Not only is it important to keep up to date from a tech standpoint, but it’s equally important to ensure that the system you have in place remains as effective as possible. Conducting regular audits of both the IT department and the end-users can help you determine whether new tasks could be automated or if existing ones could use some tweaking.

Forgetting the Intangibles – Last but not least, maintaining an environment in which self-service automation is embraced and celebrated involves regular assessment and selling of the many benefits this technology provides. When calculating ROI, don’t forget to also consider the intangible ways self-service is good for your organization, particularly how it allows IT to improve its meaningful contribution to the organization. That is a value that can and should be recognized across the board.

What could self-service automation do for your company? Why not find out today by starting your free 30 day trial of eyeShare. No obligation, just enhanced efficiency and better overall operations. Get your free copy now by clicking here!





EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)




Need a Vacation? Automation to the Rescue!

Need a Vacation? Automation to the Rescue!The summer may be winding down, but before we know it the holiday season will once again be upon us and if you weren’t able to enjoy a vacation over the past few months, chances are you’re hoping to take some time off in the coming months. For those in IT, this is often easier said than done. In fact, in 2015, 55% of Americans finished the year with unused vacation time for a total of 658 million unused vacation days. Given the nature of our industry, we’re willing to bet that a good portion of those were IT professionals. But as we all know, time off is important to our health and wellbeing. So, what’s the solution? The good news is, it may be easier than you think…

For CTOs, CSOs and CISOs, the risk of burnout is extremely high, but it doesn’t stop there. The majority of IT departments across the world struggle with an increasing workload and a growing staff shortage, which leads to teams being overworked and underappreciated. As a result, turnover is higher, which further exacerbates the problem. Staff numbers go down but the workload doesn’t, which means remaining IT technicians have to pick up the slack. It’s hard to squeeze in a lunch break, let alone a week off.

Hiring more people isn’t usually an option, partly due to budgetary restraints, but also because the industry itself has been virtually tapped out. This is especially the case for those in the IT security realm, where advanced persistent threats (APTs) are making it next to impossible to keep up and the number of skilled candidates entering the workforce is no match for the volume and complexity of attacks. How can IT possibly step away from the helm when the organization is at such great risk?

The answer is simple: IT automation. Rather than being in the position to constantly fight fires, technology can handle the heavy lifting – particularly when it comes to cyber security incident response. With the right automated tool, threats can be managed electronically, dramatically reducing the amount of risk to the company and subsequently alleviating much of the pressure from the IT department. Not only will this make it possible for team members to take much-needed breaks, but the organization will remain safer at the same time.

Beyond the security aspect, IT process automation can be used to shift almost all routine tasks and workflows that are bogging IT down on a daily basis from human to machine. Those talented individuals can then focus their skills and abilities on more important business matters. As an organization, this better allocation of resources can result in greater innovation, enhanced efficiency and productivity, improved service levels and cost savings. Furthermore, self-service automation can transfer ownership of a great number of IT issues back to the end user, empowering them while also alleviating the IT team.

For those currently slaving away in the IT department, putting out fires and chasing their tails, day after day, automation can be the light at the end of the tunnel. Even top management can feel comfortable stepping away and enjoying time off without having to worry about how the workload is being managed. Additionally, today’s technology enables remote communications and control via SMS, email, IM or telephone, so even those situations that require escalation or leadership approval can be handled from anywhere.  In other words, IT decision makers are no longer chained to their desks.

Are you desperate for a vacation but feel like your IT workload or security risk levels won’t allow it? The right tool can make everyone’s life easier, facilitate much-needed time off to avoid burnout and also improve overall safety and operations at the same time.

What are you waiting for? Start automating today!





eBook: 10 time consuming tasks you should automate




How to Calculate the Cost Savings of Self-Service Automation

How to Calculate the Cost Savings of Self-Service AutomationIt’s surprisingly not uncommon to see enterprise-level organizations still running operations with manual processes. Not only is this extremely inefficient, but it’s also costly, both in terms of resource allocation and the increased risk of human error. Automation is revolutionizing the way businesses operate by shifting this rote work from human to machine. Furthermore, self-service automation is allowing businesses to better optimize their IT departments, making them much more efficient and therefore profitable. But is it really worth the investment? Let’s take a closer look.

First, before we can get to the nitty gritty of just how valuable self-service automation can be, it’s important to understand precisely what this term refers to. In reality, most of us encounter some degree of self-service automation just about every day of our lives, whether it’s processing a payment electronically from our mobile device, using the self-checkout at the grocery store or even using a vending machine to purchase a snack.

In the business world, self-service automation involves enabling the end-user to handle specified transactions on their own, without the assistance of someone in IT. This could involve anything from resetting a forgotten password to going through the new employee onboarding process. By removing the need for IT to get involved, the process is faster and therefore much more efficient. From the end-user’s perspective, they are able to perform their jobs better. For the IT department, time is much more effectively allocated to other, more complex and mission-critical projects.

But obviously all of these benefits come at a cost, and the only way to justify such an expenditure is to determine that doing so will, indeed, provide a significant enough return to make it worth the investment.

Accurately calculating the return on investment, or ROI, of self-service automation begins with a detailed evaluation of the current amount of time being spent performing basic IT services. For instance, how many hours per day do your IT workers spend processing password resets? What about system restarts? List out all the tasks that could potentially be shifted over to the end-user and then calculate how many man hours are spent on each of these tasks daily.

With this information in hand, the next step in calculating self-service automation ROI is to figure out how much money is currently being spent on those man hours. This can be broken down relatively simply, by taking the average hourly rate of an IT worker and multiplying that by the number of hours being spent on tasks that could potentially be automated.

For the purpose of this example, let’s say you’re paying an average of $30/hour for your help desk employees. Now, let’s assume each of these employees is currently spending 4 hours each day processing password reset requests. Assuming each employee works 50 weeks out of the year would leave us with the following equation:

$30 x 1,000 hours/year = $30,000

That’s $30k being spent each year on manual password resets alone, times however many employees you’ve got processing these requests. And, that’s not including any of the other manual tasks routinely being processed by IT personnel.

Now that you’ve calculated what you could potentially be saving, you’ll need to determine the total cost of ownership (TCO) of a self-service automation tool – that is, the total of all expenses associated with its software, hardware, services, implementation, training and maintenance. Calculating the true ROI of adopting self-service IT options requires that you take the total cumulative cost savings across all services that could be automated and subtracting that from the TCO. This will demonstrate approximately how much you will net in the process.

Additionally, there are a number of other benefits to adopting self-service automation that are a bit more challenging to quantify but are equally important to keep in mind. These include:

  • Faster service and delivery
  • Improved satisfaction levels
  • Better user experience
  • More cost-effective service model

If you’re considering self-service automation for your organization, your best bet is to give it a try for yourself. Once you experience what a difference this advanced technology can have for your business operations, you’ll want to start automating everywhere.

Click here to download your free 30 day trial of eyeShare and see why automation is worth the investment many times over.



IT Process Automation Survival Guide