Automating IT service management

Sascha Giese at SolarWinds explores a way for companies to boost efficiency and slash resolution times: ITSM automation

 

For decades, IT Service Management (ITSM) was often synonymous with manual processes and endless ticket queues. People used to dread contacting the IT help desk for fear of being caught in ‘ticket limbo’, waiting their turn to be seen.

 

But a lot has happened in recent years that has not only changed the user experience but also benefited ITSM teams. Today, organisations are turning to intelligent systems, which are able to automate everything from incident resolution to change management, to improve the quality of service, hasten response times and reduce downtime. 

 

To show just how much of an impact automation can make, last year, SolarWinds carried out an analysis of more than 2,000 ITSM systems and over 60,000 aggregated and anonymised data points. The findings – published in a report entitled State of ITSM Report: Are You Keeping Pace? – found that organisations using automation rules save more than three hours on average per ticket. 

 

‘That’s not just a statistic – it’s a game-changer’, said the report. Frankly, I couldn’t have put it any better myself.

 

Three hours may not seem like much, but if you’re an end user unable to log in to systems and files, three hours is an eternity. And that’s just one isolated case. Now multiply that across an enterprise and the cumulative impact of those hours across your entire service desk soon adds up. 

 

As the report rightly says: ‘More time saved means more time earned to resolve complex issues, innovate, and improve service quality.’

 

Maximising your team’s potential

Ask any ITSM manager and they’ll probably agree one of the greatest drains on a team’s resources is the time wasted carrying out mundane and repetitive tasks. And yet, there are countless examples where automation can be deployed to ease the burden on hard-pressed ITSM teams.

 

For instance, AI and machine learning are being used for proactive problem management to identify potential problems before they occur. Similarly, real-time configuration management automation allows ITSM departments to monitor systems and compare configurations against approved baselines stored in the Configuration Management Database. Wherever you look, automation has a role to play. 

 

These examples barely scratch the surface of what automation can do. The report found automation helps cut missed service-level agreements (SLAs) in half and that industries embracing automation are seeing faster resolution times across the board. Automation also helps ensure routine tasks are completed consistently, accurately and at scale if needed. 

 

Driving faster ticket resolution

But automation is not something merely operating in isolation. The truth is, it can be even more effective when combined with other solutions as well. Self-service portals, for example, have become an essential part of modern ITSM, enabling organisations to streamline support processes, empower employees and improve the overall user experience. 

 

In fact, the use of traditional lines of communication, such as email, phone calls or in-person appointments, requires agents to spend valuable time gathering necessary details, slowing down the resolution process. Self-service portals centralise communication by providing a space for users to submit tickets directly, share details of the issue at hand and access resources to help find the cause of the problem. 

 

For example, when an employee forgets their password, instead of waiting for IT support, they can use a self-service portal to verify their identity and reset it automatically, without waiting for a ticket. The report found organisations using self-service portals can save hours and speed up resolutions.

 

By streamlining processes and reducing manual errors, automation accelerates resolution times and helps ensure SLAs are consistently met, enhancing overall service quality.

 

Automation is a game-changer

There’s no doubt automation helps organisations reduce the manual workload on service desk agents. For those responsible for managing help desks, it’s an efficient way to manage their ITSM operations while freeing up team members to focus on more strategic initiatives aimed at driving long-term business success.

 

These aren’t just minor improvements – they’re fundamental shifts in how service requests are managed. 

 

Automation in ITSM offers significant advantages in improving efficiency and service quality. It reduces SLA breaches by ensuring timely task management, helping organisations consistently meet service-level expectations. 

 

It also enables service desks to scale effectively, handling higher ticket volumes without requiring additional staff. By eliminating repetitive tasks, it allows IT teams to focus on projects that drive long-term business outcomes. 

 

What’s more, automated workflows enhance accuracy and consistency, minimising human error and improving the reliability of service delivery. Not only does this make ITSM automation a vital tool for operational excellence and business growth, it greatly improves the user experience. And for anyone who has ever been caught in ‘ticket limbo’, that has to be a good thing. 

 

---

 

Sascha Giese is Global Tech Evangelist at SolarWinds

 

Main image courtesy of iStockPhoto.com and Olemedia