Automated processes and self-service portals in IT Service Management (ITSM ) help to reduce the workload of the IT department, as they can take over repetitive and time-consuming tasks so that IT professionals can concentrate on more strategically important tasks. At the same time, this increases both service quality and efficiency in ITSM. Automation makes sense for processes such as ticket processing, proactive error detection, incident management and also for virtual assistants and chatbots. Self-service portals are also suitable for scenarios such as password resets, knowledge databases, software and hardware inquiries or for tracking the status of inquiries. The following article highlights the advantages and challenges that arise when implementing automated processes and self-service portals.
The automation of ITSM processes offers numerous advantages. One of the most important is the faster implementation of standardized tasks. With the help of clever automation, routine tasks can be processed much more efficiently, saving time and resources. For example: After a user orders a keyboard in the store, a service request is generated via automation without an employee having to create a ticket themselves. Automated processes also considerably reduce the effort involved in processing large volumes of data – especially in asset management. For example, it is possible to regulate systems so that they automatically lose their status when they are no longer up to date without manual intervention or only via a defined validity date.
Automation handles administrative tasks
Another advantage of automation is the reduction of administrative tasks. Automated processes such as chat bots can guide users step-by-step through ITSM programs so that they can create orders independently, for example, and the IT department can save itself a call to the user. This also reduces the workload for employees and increases efficiency. Another example is the automatic completion of tickets. For example, it can be set up so that as soon as an employee enters the name of a user in a ticket, their email and telephone number, etc. are also filled in automatically.
The respective tasks and activities can also be created automatically for each individual. Employees can set each completed task in the ITSM program to completed. This automatically generates the next task for the next employee. This gives the team a guideline on how to work through a process step by step. Details of exactly what the respective employees have to do can also be stored in detail in the task. This provides structure and clarity in day-to-day work. At the same time, documentation of the activities carried out within the process is created. This speeds up analysis if a problem arises during the execution of a process, as all information is stored in a central location.
The challenge of automating ITSM processes:
Of course, the path to successful automation of ITSM processes also poses various challenges. In order to ensure efficient implementation, it is essential to ascertain in advance exactly how the process in question should run. This includes clarifying with the relevant departments what the process currently looks like. It may already be possible to realize savings in the existing process in the course of these considerations. To ensure that individual process steps are not called up too often or take too long to complete during automation, it is also important to make precise decisions regarding redundancies or escalations during implementation. This is the only way to ensure that the processes later run efficiently and without unnecessary nesting.
If a process automatically defines tasks for employees, the escalation concepts already mentioned are also a key point. This means that clear steps must be defined in advance as to what should happen if an employee takes too long to complete the respective work step. This is the only way to prevent the completion of the entire process from being delayed. Last but not least, it makes sense to think carefully about where automation offers added value before embarking on an automation project. Although almost every process in a company can be automated, this is not always sensible. For example, there are processes that are carried out so quickly that the savings achieved through automation are less than the cost of implementation.
Self-service portals in ITSM
Not only process automation, but also the use of self-service portals in ITSM offers numerous advantages. Self-service portals enable users to process routine requests independently – e.g. also using chat bots – which is a great relief for the IT department. Users can only create predefined and authorized requests, which increases security and control. For example, every employee could order a keyboard via a correctly implemented portal, but not everyone could order a company car.
In addition, self-service portals can be used not only in IT, but also in other departments to standardize and simplify processes. For example, it is possible to store know-how about the processes of various departments in the self-service portal, which users can access independently. Users could also quickly and easily view the current status of requests they have made via the self-service portal as well as other relevant information in the portal. Overall, a self-service portal offers companies the opportunity to provide their employees with everything they need to know about ITSM in one central location.
The challenges in implementing self-service portals lie in their intuitive and clear design. A self-service portal must be user-friendly and clearly laid out. If this is not the case, users will probably not use it despite training and will instead contact the IT department. Last but not least, authorization management must also be considered. Because even if every person in the company has access to the portal, this does not mean that everyone is allowed to see and request everything.
Guide: Step by step to an automated process
The implementation of automation processes begins with the identification of suitable processes, as not every process requires automation. A cost-benefit analysis carried out in advance ensures that the implementation does not cost more than the automation can actually save. Once a manual process to be automated has been found, it must be documented in detail and this documentation converted into a simplified diagram in the next step in order to clearly illustrate the process flow and identify optimization potential.
The diagram should also be coordinated with the individual departments that work with the respective process to ensure that the automated process meets their requirements. In this way, adaptation requirements can be identified or clarified before implementation, which saves time and increases user acceptance of the automated process.
Once this step has been completed, the implementation of the process can begin. The process is automated using the diagram. If technical challenges arise, fine adjustments need to be made with the specialist departments. It is also a good idea to create test cases for each possible process flow and ideally check them during implementation to ensure that the automated process works without errors. The specialist departments then carry out the tests and make adjustments where necessary to optimize the process.
The now automated process should also be documented in detail, which allows for quick analysis in the event of later problems or adjustments. Last but not least, it is important to train the specialist departments so that they can use the new, automated process successfully. And, of course, it is important to continuously monitor the process and adapt it if necessary in order to ensure acceptance and efficiency in the long term.
Conclusion
Automation and self-service in ITSM offer numerous benefits, including relieving the burden on the IT department, processing tasks efficiently and improving service quality. However, they also require careful planning and implementation to overcome the implementation challenges and maximize the benefits. A structured guide to implementing automation processes can help to achieve these goals and optimize ITSM processes in the long term.
