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.