MENY
Are you thinking of expanding automation in your IT service management (ITSM). Or maybe your IT department simply seeking a solution to better deliver against the growing business demand for technology and the higher expectations of the people it serves? This blog will assist you to understand the key steps to making your automation investments work.
The key benefits of Automation in ITSM
Modern companies require:
Additional technology to aid in the management and support of the IT departments.
Speedier change, including the development of new capabilities.
Technology enablement that is more effective for better services and better employee experiences.
Lower unit costs.
Secret actions for acquiring your ITSM automation right
Like many other things in the ITSM world, or the enterprise service management world it is worthwhile to look at the mistakes and successes of other organizations before making a change or introducing something new to the status quo. Here are some important steps to get your AITSM correct.
Learn the distinction between orchestration and automation.
An easy way to think of the distinction is that automation is the process of setting up a single task to run independently. Orchestration is the process of automating many automated tasks - think digital process or workflow.
Consider the return on investment (ROI).
Automate your tasks, not "just because" you might. Instead, automate tasks to reap the benefits you know about. Automate only when you can see greater benefits than its cost. It could be speed, efficiency and error reduction, as well as allowing individuals to focus on their work or something else.
Know what can be automated (or orchestrated)
Automating repetitive tasks that have repeatability and predictability is possible. It can be automated or orchestrated if it can be described, mapped, with predictable outcomes. You can find out more about artificial intelligence on Aisera.com.
Try to orchestrate whenever possible
A password reset is one instance of a job that could be automated. If tasks are performed by automation, but the task is not performed at the same time, it's merely a local optimization. ITSM professionals who've been in the field for some time are aware of the risks associated with local optimization. The same goes for automation.
Check that a facility is capable of automation
The red flags to look for when making this choice include instances where processes or tasks are not well defined or complete. If the procedures aren't consistent in delivering the expected outcomes. or when the processes aren't transparent or need manual intervention.
Make sure that the right automation tools and capabilities are in place.
Utilizing the wrong technology, or utilize technology that's not suitable to be used for automation or orchestration is an invitation to disappointment and failure.
Develop and acquire the appropriate set of skills
Automation is only possible if you are able to find the best people with the right skills. This is a matter of design abilities logic, logical thinking, reasoning, organizational knowledge and many more. Don't try to automate your business without the right team.
These suggestions should help to your IT department, as well as the entire organization when it comes to incorporating automation into its operations.
0