What Types of Automation Are Available for ITSM?

In this day and age, driving business growth and continuity comes from having an efficient digital ecosystem. This ecosystem needs to work for you and your colleagues, improving their productivity and ensuring they’re able to get the job done.

types of automation for ISM in the workplace

To gain both growth and continuity, there’s one advantageous avenue you can take: Automation. By strategically using it in your IT service management, you stand to reap the benefits. So what types of automation are available?

Enterprise-Level ITSM

The IT needs of enterprise-size organisations are complex and varied, spanning multiple departments and use-cases. For example, a company of this size has to provision servers and devices for a widely distributed workforce and maintain their SLA performance across potentially countless apps that span from cloud-based to on-premise, amongst other responsibilities. 

IT within an enterprise organisation needs to have workflow access across multiple endpoints, in real-time across secure social, mobile and collaborative spaces. ITSM functionality demands that a solution provides:

  • Change management
  • Incident and problem management
  • Asset inventory and configuration management
  • Reporting
  • Social/collaborative tools
  • Mobility for self-service users
  • Service request management/service catalogue

An example of a comprehensive solution for these needs is BMC Helix Remedyforce. This software is useful for IT teams that service disparate teams and locations. With our current move towards remote or blended working caused by the coronavirus pandemic, supplying your IT specialists with better capabilities in problem-solving for remote teams is increasingly important. 

With an easy-to-use interface and collaboration tools, BMC Helix Remedyforce enables service desk agents to communicate with employees quickly and effectively, regardless of the device they’re using or location they’re in. This helps to improve productivity and reduce the cost of service desk tickets by offering solutions quicker than previously experienced by enterprise-level companies. 

Artificial Intelligence

The next generation of ITSM is driven by artificial intelligence (AI). While automation has been around for some time, improved processes require the rich data that AI can deliver. For example, service desks are hit with tickets day in, day out. 

If AI can bridge the gap between service desks and employees, then both tickets and service costs are reduced. There’s also the added bonus of enabling employees to solve things for themselves, empowering them like never before. 

A layer of AI, such as a chatbot, can identify resolutions by itself without the need for human interaction (in most cases - others may need to be escalated). The whole request process becomes automated and easily-tracked, meaning it still shows up in reporting but takes much less time to complete.

Organisations can make use of software such as KUPA Artificial Intelligence, which analyses conversational metadata created in networks such as Microsoft Teams and Yammer. 

KUPA AI spots trends in all existing data, meaning you’ll solve problems and increase the potential for your employees and colleagues to self-service. Solutions and improvements can be identified in hours rather than months.

Machine Learning

Machine Learning (ML) is utilised to deliver for both incident and problem management. 

Consider a problem management process being undertaken by an employee. They take their time to scan data, work on other projects, come back, add in more data - and the process repeats until it’s solved - or it’s dropped. This means recurring problems might not get solved. 

When utilised, ML scans data patterns (both historical and real-time) and identifies the problem areas. Further data processing allows the ML application to provide a required solution. When combined with an AI solution, the software will automate change requests, risk analyses and suggested solutions - much quicker than a person would.

For an ITSM environment that experiences outages, the use of a combination of AI and ML to solve problems quickly is the right choice, taking the very manual and repetitive data processing tasks away from employees who'll then focus on bigger picture tasks. 

BPM Solutions

Business Process Management (BPM) helps a business run smoothly, identifying areas that need improvement. Nowadays, we can utilise iBPMS platforms which allow for greater agility and a smaller dependence on IT departments due to easily accessible analytics that inform decision-making. These tools integrate with:

  • Cloud applications
  • Internet of Things
  • Middleware
  • AI
  • Business activity monitoring

BPM has the widest scope when compared to task or project management, analysing ongoing business processes which usually occur within predictable patterns - the perfect cases for automation. 

iBPMS allows users to implement application development with little-to-no use of code and have robust application planning interfaces (APIs), helping to ease the integration with external systems. Overall, iBPMS tools facilitate the optimisation of business decisions and processes. They work to detect, investigate, monitor, plan and implement. Similarly, they also allow for better collaboration.

For example, an iBPMS tool with a service extension applied for mobile users means users can become a lot more involved in the process they’re working with. It means the issues of disparate or marginalised teams or departments - those that suffer from a lack of visibility on the larger business process - can be brought into the fold. 

To conclude, the four types of automation we’ve explored are easily accessible and create the potential for a greater level of productivity. They reduce problems, take over repetitive workflows, improve self-servicing and enhance your digital working environment. They create a better employee experience across the board.

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

Gaining control within your ITSM processes is the best way of capitalising on 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 won’t be empowered by their tools. Their work suffers and productivity drops. However, with the right practices, you’ll improve this reality. 

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