"Automation is transforming IT service management (ITSM), moving service desks from reactive, manual workflows toward systems that can intelligently route, prioritize, and resolve issues with minimal human intervention. Recent research from Freshworks found that IT professionals lose nearly seven hours every week-almost a full workday-to fragmented tools and overly complicated work processes. Implementing ITSM automation reduces manual effort, accelerates resolution, improves consistency and accuracy, enables proactive issue prevention, and delivers faster, more reliable service that measurably improves employee and end-user satisfaction."
"As hybrid infrastructure, distributed teams, and rising service expectations become the norm, automation must embed across real workflows, from incidents and requests to assets and changes, to deliver meaningful results. How is automation improving ITSM? ITSM automation streamlines the service lifecycle with event-driven workflows, intelligent triage, and rule-based actions. By automating repetitive processes like ticket handling and administrative tasks, businesses ensure routine tasks are executed quickly, predictably, and consistently."
Automation shifts IT service management from reactive manual workflows to systems that intelligently route, prioritize, and resolve issues with minimal human intervention. IT professionals lose nearly seven hours every week to fragmented tools and overly complicated work processes. Implementing ITSM automation reduces manual effort, accelerates resolution, improves consistency and accuracy, enables proactive issue prevention, and delivers faster, more reliable service that improves employee and end-user satisfaction. Automation must be embedded across incidents, requests, assets, and changes to address hybrid infrastructure, distributed teams, and rising service expectations. Key capabilities include automated workflows, service desk automation, SLA automation, event-driven automation, and intelligent triage.
Read at Computerworld
Unable to calculate read time
Collection
[
|
...
]