Are you thinking about expanding its IT service management (ITSM) capabilities? Or perhaps your IT department simply seeking a solution to be more effective in meeting the increased business need for technology, and the increasing expectations of the people it serves? Whatever the reason this blog will be able to assist you in gaining the benefits of including automate IT services to the essential steps to get your automation investment right.

Key benefits of Automation in ITSM

Modern business requires:

Technology for IT departments to manage and assist.

Faster change, including the development of new capabilities.

Technology enablement that will be more effective with regards to better service and enhanced employee experience.

Lower unit costs.

Crucial steps for getting your ITSM-automation right

Like many other aspects of the ITSM world, or the enterprise service management world it's worthwhile looking to the successes and mistakes of other organizations when either starting something new or changing the way things are done. Here are some important steps to get your IT Support Artificial Intelligence correct.

Know the difference between automation and orchestration.

The difference between automation and orchestration can be described simply as the creation of the task to be executed on its own. Whereas orchestration is the automated execution of various automated tasks. Think digital process or workflow.

Consider the return on investment (ROI).

Automate your tasks, not "just because" you might. Instead, make tasks automated for the purpose of reaping benefits. Automate only when it has greater benefits than its cost. This might relate to efficiency, cost of operations, error reduction, freeing up valuable people to do other things, or anything else.

Learn what is possible to automate (or orchestrated)

The simple answer is that any task that is repetitive and has predictable variability can be automated. If it's defined, mapped, and the results are predictable, then it can be automated or orchestrated. Find out more about AI on Aisera.com.

If you can attempt to plan your activities

Certain tasks, like reset passwords is usually self-contained. But, if the task is automated , without the task being performed in turn, it is merely a local optimization. ITSM professionals who've been in the field for a while are aware of the risks associated with local optimization. This is also true for automation.

Automate the capability.

The red flags to look for when making this choice include instances where processes or tasks are poorly defined or not thorough. Or when the defined processes don't consistently deliver expected outcomes. Or when processes lack transparency or require manual intervention.

Make sure that the right automation tools and capabilities are in place.

Trying to use the wrong technology, or utilize technology that's not suitable to be used for automation or orchestration, is the recipe for disappointment and failure.

Develop and acquire the appropriate skills

Automation is only feasible if you have the right people with the right skills. This is a matter of design abilities, logical thinking, understanding of organizational concepts, reasoning and many other skills. Please don't try to automate without the right people.

Hopefully, the above will be helpful in your IT department as well as in the overall company, bringing much-needed automation to the organization's operations.

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