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4 Key Integrations Required For IT Process Automation - The Most Important Features To Decide Your Hyper automation Tool

May 23, 2022

4 Key Integrations Required For IT Process Automation - The Most Important Features To Decide Your Hyper automation Tool

Special Bytes By Seema Kothari

4 Key Integrations Required For IT Process Automation.

The Most Important Features To Decide Your Hyper-Automation Platform


Special Bytes By Seema Kothari

4 Key Integrations Required For IT Process Automation 

The Most Important Features To Decide Your Hyper-Automation Platform

Let's face it. Choosing your hyper-automation platform (not just RPA) is like settling down for a long-term relationship, journey, and commitment. The setbacks are ahead if you don't deliberate on essential integrations and features before investing.

In this 𝗦𝗽𝗲𝗰𝗶𝗮𝗹 𝗕𝘆𝘁𝗲𝘀 episode, our guest Seema Kothari talks about four desirable integrations required for IT Process Automation and the most important features before you select a hyper-automation platform to scale and manage your automation.

Don't miss the end where she shares the critical features to ensure before you go for a hyper-automation platform.

"An automation platform should be easy to learn and use with no-code or low-code automation, workflow creation, or advanced scripting options if necessary. Preferably go for a hyper-automation platform, which includes capabilities for RPA that is GUI or desktop automation, ITPA that is IT process automation, cognitive tools for AI and chatbots, and data processing and flow capability. Ready integration actions or REST client to access REST APIs." 

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Transcript

Seema Kothari: Welcome to the AITSM Show. I will discuss the desirable integrations for RPA ITPA or hyper-automation platforms in this edition of special bytes.

Companies on the digitalization journey benefit from ITSMs service requests, and auto fulfilment. Service request fulfilment requires integrating the ITSM tool with an automation platform, which should integrate with target systems for the fulfilment, the growing popularity of chatbots has led to one more level of integration between chatbots and the automation platform.

Let us talk about the four integrations desirable for RPA ITPA or hyper-automation platforms.

First, integration for ticket fulfilment and management RPA may not always suffice as for ITPA integration between the ITSM tool and the AutomationEdge platform is effective. And if the integration component is available out of the box, it can accelerate the automation journey. The automation platform can also connect to the ITSM instance with ready connectors or API connectors. After establishing integration, the automation platform handles any new ticket on the ITSM tool for auto fulfilment. It can also perform other ticket management activities.

Second, integration for ITSM ticket data migration. With the advent of many new ITSM tools, there are several prospects to migrate ticket data to new ITSM tools. It could be a one-time project or an ongoing operation. Hence the automation platform should be able to connect to the multiple ITSM systems.

Third, AI integration for intelligent service desk automation. Traditionally, we use the ITSM catalogue for ticket management. Many users now prefer chatbots to simplify their interactions where users can type their requests and an NLU engine identifies the intent and entities and may ask for more input or a form popup. Users can also view and select from the list of conversations with a prebuilt fulfilment process.

Chatbot then triggers the workflow on the automation platform to create a ticket in the ITSM instance and fulfil the request. Hence, there should be an easy to configure chatbot connectivity with the automation platform. It should connect to the ITSM knowledge management or a pre-built knowledge management system.

It would be great to have a purpose-built NLU for IT ticket management, to understand the IT terminology and provide accurate predictions quickly.

Fourth, integration for target system automation. The automation platform needs to connect to the target systems for fulfilment. Ready connectors to target systems can jumpstart the automation journey. The automation platform should have ready connectors. The more, the better.

With this background let us discuss what you need to look for in an RPA or hyper-automation platform to scale and manage your automation.

An automation platform should be easy to learn and use with no-code or low-code automation, workflow creation, or advanced scripting options if necessary. Preferably go for a hyper-automation platform, which includes capabilities for RPA that is GUI or desktop automation, ITPA that is IT process automation, cognitive tools for AI and chatbots, and data processing and flow capability. Ready integration actions or REST client to access REST APIs. In case you are using the REST API connector, the automation platform should offer actions for easy conversions of the response body like JSON reading and writing actions, string actions, and easy scripting actions to set messages or variables.

The platform should have AI/ML ready actions for classification or intent entities, model building, and prediction. The chatbot triggers and passes data to the automation workflow on the automation platform, which creates the ITSM ticket, completes the process and sends the response to the chatbot. Therefore, it is good to select a platform that offers purpose-built chatbot services with NLU and QnA integration.

And it's free to design and easy to integrate with the automation RPA platform. The automation platform should offer a UI to manage the automation workflows with execution and monitoring options. It should also have options for multithreading depending on the machine capacity and on remote agent machines.

It is excellent if the RPA platform provides ready-to-use automation, workflows, or accelerators. We saw the desirable list of integrations and RPA, ITPA, or hyper-automation platform should provide, to improve end-user experience with chatbots or quick request fulfilment with backend integrations.

 Thank you.

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Seema Kothari

Manager Projects & Content