Juzer Saifee:

Welcome back to the AITSM Show. I am Juzer Saifee, working as an Account Manager - IT Solutions at Vyom Labs.

In today's special bytes episode, we will discuss five questions and three key factors to consider before you start the automation initiative for ITSM.

Automation is a powerful buzzword. However, the true value of implementing Automation depends upon identifying the correct use cases, whether in business or IT processes.

We should address some simple questions first, which can eventually become the driving factors for starting the automation journey.

1. Can Automation in the identified process or the use case help us reduce the TAT or Turnaround Time?
2. Can Automation support the quick completion of requests in real-time? Though processing time may be the same as humans, completion in real-time can give us indirect savings.
3. Can automation prevent the duplication of efforts from end-user? For example, raising a ticket on the portal, then calling the hotline number.
4. Can it prevent the additional workload of analysts? For example, work on the ticket and also answer calls.
5. Can it be cost-efficient Automation? For example, Improvement in productivity with a reduction in 24 by 7 shift allowances.

These few questions if answered; next is to identify the deployment methods.

Automation can never be seen as a project; instead, it should be handled as a continuous improvement journey as the opportunities will keep evolving. So, following are the critical factors for any automation implementation.

1. Use the Agile method to deploy process automation, as opportunities are enormous. Start small – implement Automation for the identified process in production and make incremental changes.
2. Ensure to have centralized monitoring in place to identify automation errors and fix it
3. Organize hackathons like events and identify business and I T Use Cases through employee feedback.

Let us know in the comments if we missed any key considerations.

Thanks a lot for listening. Please let us know what topics we could add here. And give us feedback. And if you have loved it. Please share it generously.

Thanks again. Bye.

Reference : https://aitsmcoop.com/article/what-are-the-3-key-factors-to-consider-before-you-start-automation-for-itsm/

( Best answer by Juzer Saifee from AITSM Co-Op Discussions. Join the community here)