Automation has been in heavy rotation for this blog in recent weeks. There’s little doubt that it will be a key part of your IT department’s future. According to HDI research, 85% of IT professionals say automation will make their teams more productive. Interestingly enough, only 8% reported a decrease in staff because of automation.
Simply put, automation should save you a little time on a lot of different tasks, which will allow you and your IT staff to focus on the customer experience and some big picture initiatives within your organization. IT jobs will not be replaced; but employees’ roles can change for the better. ITSM solutions will offer countless ways to reach these goals.
Let’s look at an example of a simple automation that’s available now:
Here, we wanted Samanage to automatically react to our CEO’s requests (after all, he’s our fearless leader). This is a list of the first few automation rules we built within the application. The first is the “CEO Priority Rule.”
When we open up that first automation (CEO Priority Rule), this is what we’ll see:
This shows the name and a description of our automation. It also shows the trigger for the automation. In this case, our trigger is an incident or service request creation. Anytime an incident or service request is created, this automation rule will kick in if its conditions are satisfied. As you can see below, the only condition for this automation is that Doron Gordon (CEO) is the requester.
Next, we’ll decide what actions we want this automation to take when Doron is the requester. First, we’ll automatically change every request from Doron to critical priority. As you see, we’ll also automatically reassign all of those requests to Ryan since he’s the agent we trust with the CEO’s requests.
We have the option for additional actions if we want. For instance, we can send notification emails to specific individuals within the organization. This is just a simple example, and as you might imagine, there are numerous options for customization. There can be multiple conditions that all need to be met in order to start the automation. There can be numerous actions beyond just ticket routing that occur if the conditions are met.
The purpose is to make this solution customizable for the organization so we can cut out steps, improve communication, and ultimately, improve efficiency. Here, we’ve saved the service desk personnel the time of prioritizing and routing your CEO’s tickets. It’s probably not a ton of time, but if we add twenty different automations, you can bet it’ll lighten the tedious workload. We’ve also saved them from a potential oversight with the most important member of the organization. Finally, we’ll likely improve SLA performance with high-priority requests, as the first few steps are already completed before a technician even sees the request.
Though automations can’t replace the skills your technicians bring to work, they can cut out the mundane organizational tasks the tie up your agents (and requesters) throughout the day.
To see more ideas for automations in your service desk, start your free trial of Samanage to setup a customizable environment for your organization.
About Chris McManus
Chris McManus is a Marketing Manager with a variety of media and creative content experience. He works with SolarWinds Service Desk customers on case studies, webinars, and spotlight videos.
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