Reducing Complaints with Robotic Process Automation

The Human Side of IT Process Automation

The Human Side of IT Process AutomationWe often talk about IT process automation in terms of the technology behind it, or more specifically, how it can streamline operational efficiency and jumpstart productivity. What we often fail to consider, however, is the other side of the coin – the human side of IT process automation, or how people interact with technology and the way the two interact with one another. When we view automation from this perspective, we can clearly see the opportunities it opens up for skilled IT professionals of the future.

First, let’s take a closer look at how IT process automation makes the lives of human workers easier.

 

Manual, Repetitive Tasks

In its most basic form, ITPA can improve the day to day operations of an IT department by handling all of the manual, repetitive tasks such as password resets and service restarts. When technology takes over these things, personnel are freed up to focus on more important and business-critical tasks.

Error Reduction

Along with the automation of routine tasks, ITPA can also significantly reduce and/or completely eliminate many of the common errors that occur when humans are responsible for handling the workload. This can ultimately save the organization money.

Documentation and Best Practices

When automation is employed, documenting processes and workflows to develop robust disaster recovery plans and best practices becomes much easier and faster. This can also make audits less of a headache.

Beyond the many benefits IT process automation has for its human counterparts, there is also the important role that people play in the ITPA process, from start to completion. For instance, determining what tasks and workflows can and should be automated, choosing the right automation tool and developing, implementing and managing an ITPA strategy all take a great deal of highly intelligent human input.

The fact is, automation isn’t a magical fix for every IT problem, nor is there a one-size-fits-all approach that works for every organization. Each individual business must assess its unique needs and identify its specific pain points in order to determine where and how automation can help. Effective IT process automation tools are complex and require the expertise of seasoned IT professionals in order to ensure their widespread adoption and ongoing success.

Additionally, ITPA is hardly a “set it and forget it” strategy. While it’s certainly something that is designed to streamline the way business is conducted, it still requires the ongoing management of designated IT personnel. For instance, some highly complex workflows feature steps that incorporate human decision making. The ITPA tool handles everything up until a certain stage in the process, at which point the appropriate person or persons are notified. Once action on their part is taken, the workflow can then continue through completion.

The bottom line is, as much as IT process automation has revolutionized the IT industry and will continue to do so, there will always be a need for human interaction at some level. As automation technology improves and advances, the roles of IT professionals will need to adapt and evolve accordingly. So long as they do so, ITPA will not replace humans in the workplace, but only continue to improve their lives and, in turn, enhance business performance overall.

Have you considered incorporating IT process automation in your organization but are unsure where to start? Check out these Top 10 Automation Processes. And, when you’re ready to move forward, download your free 30 day trial.




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