Posts

Webinar: 5 Reasons IT Should Provide End-Users with Self-Service Capabilities

5 Reasons IT Should Provide End-Users with Self-Service CapabilitiesAccording to Gartner, customer self-service is a top-five 2015 customer service trend, and with specific regards to the infrastructure & operations market, one analyst says there are  “too many self-service capable processes being handled by Level 1 technicians.“

ow will demand for self-service impact your organization, and more importantly, how can you leverage the benefits of self-service dynamics to your advantage?

 Please join us on June 30th to learn about the 5 reasons you should provide your users with self-service capabilities, and how IT Process Automation can deliver this functionality quickly, efficiently, and most cost-effectively.

*If you’d rather watch the recording, simply register and we will send it to you.

Webinar: 5 Reasons IT Should Provide End-Users with Self-Service Capabilities

 

Is Removing Humans from IT Using Robotic Process Automation Really a Possibility?

robotIn previous articles, we’ve talked a lot about the fact that automation isn’t something that humans should fear, but rather something that they should embrace. That it is something that will not replace humans, but rather make their jobs easier and more efficient. But is there really a possibility that Robotic Process Automation (RPA) will one day completely replace people in IT? And if so, is this an opportunity to embrace or something to fight against? Let’s consider it for a moment.

In one respect, allowing Robotic Process Automation to handle tasks that humans were previously in charge of is actually a huge opportunity for business, and for many reasons. First, it can drastically reduce the risk of costly errors. People inherently make mistakes – especially when their jobs involve repetitive manual tasks. One simple error can cause huge ripple effects across the entire organization and even result in lost revenue. Shifting to Robotic Process Automation for these tasks can eliminate this danger.

Replacing human work with automation can also help to improve efficiency. For example, IT Process Automation can take away the need for manual script writing and replace it with complex automated workflows that perform the required tasks faster than any human worker could. Additionally, self-service options eliminate the need for IT personnel to step in and perform routine tasks, such as password resets and system restarts.

So, does this mean that humans are slowly being eliminated from the workforce? Will automated machines – essentially robots – replace people as we move into the next generation of business? Well, yes and no. The fact is, Robotic Process Automation does present a huge opportunity for companies to save money, improve efficiency and output, reduce errors and much more.

But that doesn’t necessarily mean we’re headed toward a nameless, faceless workplace that is filled with computers rather than people. Why? Because, in most cases the tasks that are being automated were meant to be automated. Back when corporations hired people to slave tirelessly, doing the same thing, day in and day out, where no thinking was necessary, there was no alternative. Now, with Robotic Process Automation, there is.

So yes, automation will replace many functions that were previously managed by humans – the functions for which computers and software are better suited. What this means for people is not that they will become a relic of the past, but rather that they will be freed up to focus on more important matters – matters for which human input is necessary.

While Robotic Process Automation will most certainly become a key component of ongoing success, the fact is, businesses will always need human collaboration, communication and innovation and these things cannot be replicated by computer programs and technology. For that reason, we foresee a future where IT Process Automation complements and supports human endeavors, but does not replace them. And from where we stand, that future looks bright for everyone.




IT Process Automation Survival Guide




Aligning IT Process Automation and Self-Service Investments to Meet Business Requirements

Aligning IT Process Automation and Self-Service Investments to Meet Business RequirementsOne of the most powerful tools an IT department can leverage is that of self-service options. 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 Process 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 Process Automation and self-service 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 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 IT Process Automation and self-service can further impact your organization. Consider for a moment the average cost of a help desk call. According to the global research firm Gartner, the average cost of a help desk call in 2014 was $17.88. Taking the total number of password reset requests received during that year 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 and 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 to have passwords reset.

Certainly one of your business goals is to maximize resources while minimizing expenditure. By leveraging IT Process Automation and self-service 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 Process 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!

Download your free 30 day trial today and start realizing the savings IT Process Automation can have for your business.

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