IT Service Management (ITSM) consumes a significant amount of time and resources for many businesses. It makes no difference whether you provide IT services to your employees or your client's ticket distribution is done manually for various issues that are error-prone and no longer up-to-date. Some businesses are even outsourcing ITSM to keep application maintenance costs low.
By deploying software robots, you may keep the data in your organization while reducing support costs many times over. What should you keep in mind when utilizing digital robots, and which activities in your IT service management can be automated? In this post, We show you how Robotic Process Automation (RPA) can be used to free up resources for more mandated work.
Why is ITSM an excellent fit for Robotic Process Automation (RPA)?
To automate processes in a significant way using digital robots, they should have certain characteristics. Tasks that are performed manually are especially ideal, as automation can considerably boost efficiency. Furthermore, it should be a rule-based activity that allows the robot to follow a set of instructions. When you consider your company's IT service management (ITSM), you'll see that many operations are well-suited to automation. For example, the complete process of the ticketing system can be taken over by an RPA software bot. Some customer problems can be handled with automated solutions in the help-desk's initial level of support. We will go through some of the benefits and application areas in depth to demonstrate the extra value that digital robots can provide to your firm.
Three layers of IT service management
The help-desk is the
key point of contact for IT services. It is used to keep track of issues and
handle user requests, and it doesn't have to be IT-related, but can also be
represented by a physical location or a call center. It provides access to
numerous ITSM features, including the ticketing system and the knowledge base
for error analysis.
There are three levels of assistance available at the help-desk:
1. The first level
represents the first point of interaction with the consumer. Inquiries can be
sent in various ways, and the ticketing system keeps track of them. Employees
address frequently asked and basic queries in this section. However, the
employees at the first level usually have no specialization in the subject and
therefore submit more complex questions to the second level.
2. The second level
has more time and knowledge to answer the remaining problems and instruct the
first level. If the second-level representative, despite their experience, is
unable to resolve the issues, they forward the cases to the third level.
3. The third level of
the help-desk comprises many teams of specialists who have specialized in a
certain field. Here the more complicated questions are answered by the
representative.
How a software robot assists at the help-desk?
Because the
majority of issues and inquiries are repeated, and first-level representative
frequently writes the same responses, this field lends itself well to the
application of robotic process automation. Using a software robot, you can
provide your customers with ready-made responses with recommended solutions and
other information in seconds. For example, if you've ever needed to change or
reset your password for any applications.
You not only save a
lot of labour resources by automating the first level, but you also improve
customer satisfaction by providing fast service. Another alternative to making
the bot available for the consumer directly by installing a chatbot on your
website.
Distribution of tickets made easy
A vital component
of the help-desk is the ticketing system. It provides the customer's request
with a ticket number and other data to be able to assign each interaction.
Duplicates quickly
arise, and processing the request takes up even more resources, since two
employees simultaneously are working on the same solution. A software robot
prevents this by recognizing and sorting away duplicates consistently. If the
customer's request is too complicated for the robot to handle, the tickets are
forward to the next level. The nature of the request and the capability of the
staff determine how the tickets are distributed. The software robot assigns the
ticket to the employees who are specialized in this area and recognizes which
employee has enough time to process the request. This avoids the ticket from
being misplaced or the consumer from waiting days for a response.
Extension of the reporting
You can consider
the quality of your own IT service using evaluations and reports and thus set
the need for a software robot. Such reports are necessary to improve ITSM's
efficacy continuously. Also, some companies do not have a sufficient
intelligent solution, and without proper data about their operations, it is
hard to work on competitiveness. A digital robot can also assist in this area,
as it is capable of extracting, and analyzing relevant data. You can send the
generated reports to the appropriate employees. In this way, you can not only
improve your ITSM but also create evaluations for other departments.
RPA can be used in several ways to reduce costs in IT service management
As you can see, RPA
has a lot of promise for improving your IT service management operations
independently. These bots can relieve your staff from various responsibilities,
allowing you to devote that time to more productive pursuits. At the same time,
the robots accomplish jobs faster, more effectively, and with superior quality.
This increases the satisfaction of your customers and can also attract new
customers. Robots can take over or support up to 70% of internal processes. IT
service management is particularly suitable for giving you initial experience
with RPA.
Feel free to
contact us if you have any questions regarding such process automation.
