There are several significant benefits to implementing ITSM automation for your service desk. These top nine benefits of automation in ITSM will assist you in making the decision to adopt this innovative technology.
Ticket Creation and Routing Simplified
ITSM ticket automation aims to streamline creating tickets in the event of an incident while also directing them to the individual. Automation can help route tickets in a manner consistent with agent experience, hence lowering the time required to resolve a ticket from start to finish.
Processes for Efficient Incident and Problem Management
ITIL gives guidance on how to handle change, incidents, and problems effectively. However, how does an ITSM ticket automation technology fit into these processes?
If an individual or group handles both incident and issue management, they are likely to be too preoccupied with incident response to devote the time to analysis and investigation required for effective problem management. However, employing Mirat.ai’s ITSM automation software may provide critical insight into incident management, as well as the essential support and tools for effectively resolving problems and incidents and implementing both long- and short-term remedies.
Customer Experience Enhancement
ITSM Service desk customers, like external consumers, demand a great, personalized experience wherever workable. Automation technologies, such as chatbots powered by conversational AI and Natural Language Processing (NLP), can help bridge the divide between ITSM service desk workers and a positive end-user experience. Rather than poring over an out-of-date wiki in an ITSM platform’s self-help portal, users can speak to obtain answers and provide a context for the ITSM service desk before they begin working on the ticket.
Increased Service Desk Efficiency
As Bill Gates has stated, “the first rule of any business technology is that automation added to an efficient activity magnifies the efficiency.” This also applies to automation in ITSM.
By enhancing the efficiency of an already efficient service desk, Mirat.ai’s ITSM platform with automation may take it to the next level. This is because the service desk may increase its productivity by avoiding time-consuming chats and instead focusing on the event or problem at hand. You will be surprised to know that this feature improves efficiency by 30%.
Toss Of Repetitive Tasks
An ITSM automation solution enables you to reduce lower-level chores more effectively (subsequently enabling a shift-left initiative). A tier-1 ticket can be self-resolved and an automation code eliminates the tier-1 tickets raised thus reducing ticket traffic. By removing lower-level tickets, you optimize your return on investment on the cost-per-ticket.
Increased Analytical Insight
As every manager is well aware, data is critical for determining how your team’s time is actually spent and, consequently, for determining where your team may require further assistance.
Automation in tasks highlights the loopholes around the workflows. Mirat.ai’s ITSM is aware of the loopholes and makes sure that the tasks get self-serviced. These loopholes could be taking up employee time or service time and
Increased User Experience Flexibility
Automation does not have to be one-size-fits-all; in fact, it can contribute to the creation of a more customized and flexible user experience. Due to the fact that various users may have significantly varied needs, an efficient ITSM portal equipped with automation features will enable users to have a more customized experience. Predictive technology and historical data help every user to reach goals effectively.
Major Incidents Tickets Rocketed
The major incidents need attention on priority and ITSM automation helps rocket out tickets for the same. This is especially beneficial for firms that lack 24-hour support teams.
For instance, there are times throughout the evenings and weekends when no one is actively monitoring system issues or tickets due to their proximity to the service window. In this situation, if systems fail or there is some other form of an outage, it is critical to have an automatic mechanism in place that elevates serious issues and incidents to the appropriate personnel — even more so when resolution cannot wait for normal business hours due to a large service interruption. This can result in cost savings, as disruptions do not have to have a negative impact on the bottom line.
Customer Feedback Is Easily Obtained
It is about connecting the dots and bridging ‘what can be done with what should be done.
Customers are always the first ones to recognize
Without long talks, automation makes it easier to get ideas, feedback, and suggested modifications to processes. Rather than that, automation asks managers to complete a brief survey following each encounter to determine which areas can be optimized and whose processes may be too lengthy.
With fewer repetitive duties, improved self-service capabilities, and simplified administration, ITSM automation eases the burden on an overworked service desk and keep your team on pace.
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