How Can Service Management Automation Increase Employee Productivity?

IT ecosystems need to create the greatest potential for productivity, and be supported by the best solutions to address user needs. One of those solutions is service management automation. At KTSL, we know automation increases productivity. However, some may not know why that’s the case.

automation increase produtivity

Don’t worry, we’ll explain exactly what you need to know when it comes to why service management automation increases employee productivity.

Restructuring Work Through Automation

A common fear among employees and management is that automation replaces workers. That’s not the case. 

Rather than replacing staff, automation works to replace the staffing required for those smaller, time-consuming, repetitive tasks. The tasks that get in the way of more complex work that requires human innovation and creativity. 

This is the type of work that employee talent and experience, the bigger picture tasks; ones that are liable to be put on the back burner if there’s a lot of manual tasks that have built up. 

With automation, an increase of productivity filters naturally through all departments within the organisation.

Reduced Human Error

Innovation is being driven by automation, artificial intelligence and enterprise ITSM (IT service management) applications, meaning that small automated tasks are consistent and less exposed to human error. 

With automation, you’ll experience a reduced need for manual quality assurance checks within workflows, as issues are less likely to be discovered. This increases your hourly productivity, as human error and the time spent discovering or resolving it is one of the most significant causes of delays. 

Automation carries out tasks quickly, simultaneously and also has the capability of performing on-going checks, meaning the chance of outages due to incorrect work is greatly reduced. 

With this, productivity is secured and your employees will be happier as they can focus on the work that requires their passion and experience.

Productivity Through Positivity

In previous articles, we’ve discussed how using automation to enhance your ITSM will positively impact employee experience. This is a positive effect felt on all levels, from ‘shop floor’ to management and contributes to greater productivity across the board. 

Automation is also an aid to collaboration. When we undertake complex tasks, the need for human interaction in these tasks increases. Frequently practised collaboration results in better teamwork, brings the team closer and even helps to develop more robust social relationships.

When employees regain time by automating menial tasks, they’re given more time to create, innovate and share ideas. Through automation, work becomes a lot more fulfilling.

Similarly, automation empowers employees. When we free ourselves from mundane tasks, it means we have more collaborative time with colleagues. We’re given more chances to exercise our innate human skills that are inherently valuable; cognitive reasoning, creativity and empathy, among others. 

Reduced Micro-Management

Managers will have a reduced need to micro-manage employees working on repetitive tasks that are prone to human error, such as data processing. In fact, they can get more creative with their time and resources. 

Management-level employees have years of experience, experience that isn’t strategically used if their energy is merely going towards fighting fires. Through automation comes the ability for management to innovate more. The ability for managers to innovate rather than micro-manage will prove to be immensely beneficial. 

Improved Self-Service

Workplace expert Josh Bersin said it best: “As you think about the ‘employee experience,’ you have to think about how to stop interrupting people and think about how to make their work easier, more productive and more meaningful.” And employee experience is intricately tied to how productive we can be as employees.

Solving issues quickly and accurately without having to wait for service desk help - which could come at any point, leaving you hanging for the time being - is such a benefit. 

In a recent ITSM report, it was found that it takes an average of 24.2 hours for a first response to be given from a service desk. Imagine you could greatly reduce the time it takes to provide a solution, just by enabling your employees to search for it themselves. 

Self-service provides ownership of work. It’s also a way of self-improvement. If we have issues common to our work and figure them out on our own, that’s another skill in our repertoire. Plus, we can share with other colleagues. 

Through automation, for example, we can consolidate centralised chat under one platform (such as combining chatbots with Slack), creating a space where people can quickly source solutions to their issues. Then, we can combine these enterprise social networks with AI, such as our KUPA Artificial Intelligence offering, which works to analyse conversational metadata and quickly provide solutions to issues raised.

This is a lot simpler and less time-consuming than putting in requests with the service desk. 

To discover more about automation within ITSM and how utilising these types of software within your organisation can help your employee experience, download our guide.

Improving the Employee Experience By Enhancing Your ITSM

Gain control within your ITSM processes to create a better working environment. 

Your employees’ work is highly dependent on how efficient their IT ecosystem is. Without the right software bridging the gap between problem and solution, employees are left feeling frustrated by their tools. Their work suffers and productivity drops. However, with the right practices, you’ll improve this reality. 

By clicking this link, you can discover just what proactive solutions you can implement when improving your organisation’s digital environment and the employee experience.