Most organizations have regular processes that take up valuable time for managers, users, and technicians. As our reliance on technology has grown, so has the need to communicate requests throughout different areas of the organization. Every department is interacting, and sometimes, that communication can become cumbersome.
This is where a service catalog can help. Those regular processes that occur in an organization can all be streamlined, and in many cases, automated, as items on a service catalog. As you’ll see, this can reduce technician workload, increase visibility across all parties, and lead to greater customer satisfaction. Here are some ways to get started:
5 Types of Service Desk Catalog Tasks You Can Automate Today
When it comes to using a service catalog workflow to automate tasks, start with some quick wins, and then progress to more complex offerings. Some easy tasks to automate include:
- Password reset. Make this a self-service task (or switch to single sign-on to cut reset volume)
- Device requests. Let employees request devices using a simple online form. You can get details for specific devices, like mobile phones, by letting customers choose from available colors, models, carriers, and data plans. You can also offer laptops pre-configured for particular roles, like sales devices with CRM software.
- Account activation and deactivation. Let customers activate accounts via a self-service portal. Send email alerts for inactive accounts and automatically deactivate them after a certain time period.
- Access to applications. Users can receive access to commonly used tools like email, calendars, file sharing, and content management systems based on role. All it takes is a simple authentication process.
- Employee onboarding. It happens in every office. The new employee will need keycards and tax forms from HR, a new laptop from IT, and anything the company needs to purchase must be approved my management. It’s a nightmare of an email chain or phone tree. Set up a service catalog item to notify every party that needs to take action along the way.
Automating for Better Service Design
In addition to automating service delivery within your catalog, you can also setup automated alerts to ensure strong communication for behind the scenes tasks:
- Event log monitoring. Trigger alerts based on certain events, particularly related to your most critical applications.
- Ticket management. Create a process that alerts customers when tickets are opened, updated and closed.
- Configuration monitoring. Create an alert when someone adds, deletes, moves, or otherwise alters critical data. You can also automate the deletion movement, archiving and compression of files to ensure system availability.
- Remote restart. Monitor your operating system, applications, and critical services, like backup. Then, generate a diagnosis and send an alert. Either restart automatically or restart remotely upon authorization.
- Incident escalation. If an incident can’t be handled to SLA standards by a Level 1 technician, automatically escalate it to Level 2 or Level 3 if the resolution isn’t achieved within a certain timeframe.
Automation is one of the most important tools available for achieving ITIL success. For more ideas to add to your service catalog, download our white paper: 101+ Ways to Automate Your Workplace.
About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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