Automation is key when it comes to ensuring tasks are completed quickly and accurately. Automating repetitive processes frees up your staff so they can focus on more important matters while also reducing wasted man hours spent on mundane tasks.
The key here is to make sure you have the right IT Service Management tool in place with integration and automation capabilities. Many organizations chose codeless ITSM platforms that come with iPaaS on a single platform. With iPaaS connected to your ITSM, you can integrate and automate systems and apps throughout your entire organization. iPaaS (integration platform as a service) centralizes all integrations into one hub with a library of connectors to common systems such as Workday, Oracle, your IT Service Management platform, Salesforce, the Active Directory, Azure, and hundreds more, as well as any APIs.
With all systems connected and data points now secured in one spot, end-users can leverage the platform to move data, transform data, and build out automation and workflows using a visual flow builder that can be triggered from a field change, form fill or any number of actions.
What does this mean for your IT service desk?
A recent study from InformationWeek found:
- 58% of organizations say their IT team spends more than five hours per week (six-and-a-half work weeks annually) fulfilling repetitive requests from the business.
- 90% of respondents say that manual and repetitive IT tasks contribute to low morale and attrition in their organizations.
When you look at the statistics, it’s clear that many IT service desk employees are wasting time on tasks that can be automated. And these tasks are directly impacting the morale of IT employees.
When asked to rank the tasks that directly contribute to low morale, the study found the top 5 time-wasting tasks are:
- Password resets.
- IT ticket clean up.
- Onboarding/offboarding employees.
- Managing credentials.
- Software provisioning.
If you’re looking to see improvements in both efficiency and IT service desk employee retention, the data shows automating tasks is a great place to start.
Pima County made the switch to TeamDynamix for ITSM after using a different system for the last 10 years. Traditionally, the county has taken in tickets through email, phone and a service catalog with base-level triage, but with TeamDynamix in place, they will be able to leverage self-service and automation to better serve its citizens and reduce the drain on employees and resources.
“Prior to TeamDynamix, we didn’t have the ability to automate things and build workflows to do things that eliminate toil and redundancy for our employees,” IT Leader Mark Hayes said.
And with many organizations struggling to maintain or hire new talent, especially in IT, this was critical for the county, “People feel so much more empowered and have so much more worth when they are doing things that are intellectually rigorous and challenging versus when they are just repeating the same mechanical actions over and over and over with very little thought,” Hayes said.