Self-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.