The IT Service Management Balance

Updated: Nov 17, 2021

Automation, and the essential everyday
This ERPA Guide explores some key challenges IT teams share with us ...
  • "How do we optimise service delivery, and support transformational technology investments simultaneously?"

  • “How do we speed things up to be more responsive to customer needs?”

  • “How do we offer value for money?”

  • “How do we extend support with often constrained resources and increased demand?”

By applying automation at stages of your IT service management processes, these questions can be resolved in a manageable and scalable way.

"Automation delivers scalable-bandwidth to support both the reactive, and the Business as Usual demands on our essential IT-services"

People Change - Leavers, Starters, and Transfers Processes

Managing leavers from your business is a tedious yet essential process to ensure that access privileges and permissions are maintained for absolute compliance. For one client, applying automation to this movement process, has delivered a tenfold reduction in processing time with 100% accuracy, applying complex rules to control data and service access. As a necessary, yet repetitive process often difficult to maintain or track, this an ideal RPA candidate for IT process.


Customer Service

The number of tickets received by the IT service desk can be overwhelming, and service agents are under great pressure to handle all the inquiries at the same time. The amount of time the agent interacts with tickets can be reduced by implementing an automated chatbot to scan and identify the tickets received. For low-level tickets, chatbots can resolve by providing solutions to customers directly such as password reset. For issues that require human intervention, chatbots can gather information upfront before passing it to service agents which can significantly reduce the processing time. The conversational chatbot can also set priority and flag those requiring immediate assistance; as a result, ROI on cost-per-ticket increases, and it enhances overall efficiency.

From customers’ perspective, waiting time is shortened as they do not have to wait for a service agent to respond. With the NLP capabilities, all inquiries can be easily interpreted by the chatbot which supports 40+ languages. Chatbots can be integrated seamlessly on different platforms including Slack, WhatsApp, Facebook Messenger, etc. Users can also act independently to fill in the ticket and track the status on their own. Stats collected from every live chat can be used to inform and prioritize future phases of automation.

Business Security, Compliance, and Incident Control

For many companies, GDPR considerations for large amounts of sensitive data are a key consideration. Rules can be determined and deployed to minimise exposure and automate housekeeping routines.

With an ever-changing legal environment, companies must keep up with the latest regulations, or be exposed to significant fines or legal actions. With the help of a robot, it can inform employees of the latest regulations to avoid any discrepancies.

One of the major differences between human beings and robots is the latter can work 24/7 and act as our security guard. If any incidents required immediate intervention, it can notify related departments/staff accordingly to avoid any delay and disruption.

Learn More - The above examples are just the tip of the iceberg, RPA can be utilised in every aspect of IT service management, and it is evolving at a rapid speed.


Follow us to find out more or Request an IT Service Automation Demo Preview here