According to the InformationWeek survey, a third of organizations contend with over 1,000 tickets per month, while more than half handle up to 1,000. A large number of those tickets are wrapped up in extremely repetitive tasks.
In fact, 32 percent of survey respondents say they and their teammates spend between 5 to 10 hours of their week on repetitive tasks or requests. What’s worse is many of them are completed manually. Forty-four percent of organizations say they do tasks like user management, onboarding/offboarding, name change updates, and more without the use of automation.
Did you know the tasks that create the most IT job dissatisfaction within manufacturing IT teams and wreak havoc on their service levels are manual password resets, credential management and onboarding/offboarding?
ITSM has come a long way since its inception. From manual processes to automation and everything in between, ITSM is continuing to evolve. Automation has made IT Service Management more efficient, cost-effective and reliable. It’s also enabled organizations to focus on strategic tasks rather than mundane ones like maintaining systems or dealing with tedious tickets.
While ITSM tools help organizations improve service delivery, enhance customer experience and reduce operational costs, automation has allowed ITSM to move beyond manual processes for tasks like incident response, problem management and change management. And when survey results show that 44 percent of manufacturing IT teams are still doing many of the most common ITSM tasks manually, it’s easy to see how much of an impact implementing an ITSM tool with automation and integration can have.
ITSM automation helps streamline operations and enables teams to focus on delivering value to customers rather than tedious activities.
The benefits of automation and ITSM are numerous. Here are just a few:
- Automation allows you to streamline and improve your IT service management process. This can save your organization time and money while also improving the quality of your services.
- Automation helps you to optimize your resources and reduce waste. This can improve your efficiency and bottom line.
- Automation makes it easier to manage change and compliance, reducing the risk of disruption to your services.
- Automation can improve customer satisfaction by ensuring that services are delivered faster and more reliably.
- Automation enables you to focus on strategic tasks rather than mundane activities, improving your overall productivity.
So what’s the hold up in getting more ITSM automation in manufacturing?
According to the InformationWeek survey, ITSM teams at manufacturing firms run relatively lean. More than half of manufacturers have fewer than 10 systems admins to support all of their IT systems/applications.
Given the team sizes, the movement toward Industry 4.0 through digital expansion and growing IT/OT convergence is naturally increasing the workload on this limited pool of ITSM staffers. It’s also raising operational and cybersecurity risks across the board for manufacturers. These pressures are reflected in the top IT issues named by survey respondents.
In the face of growing ransomware attacks against manufacturers and risks to operational equipment through IT breaches, it’s no surprise that security and compliance are the top concerns keeping manufacturing IT leaders up at night. However, these pressures are also mounting in tandem with logistical issues that include budget pressures, resource constraints and project backlog.
When you combine those with other concerns like the need to have data integrity, modernization and digital transformation, a lot of those issues can be tied to inefficiencies in the ITSM function.
These inefficiencies are caused by some of the biggest ITSM challenges faced by survey respondents today. Their response to the No. 1 challenge in ITSM came up as a tie. “Lack of resources/high ticket volumes” was in a dead heat with “excessive manual processing/insufficient automation.” In both instances, 44% of respondents said this was one of their top challenges.