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Automation is a powerful buzzword. However, the true value of implementing automation depends upon identifying the correct use cases may it be in business processes or IT processes.

Some simple questions should be addressed first, which can eventually become the driving factors for starting the automation journey.

  1. Can automation in the identified process or the use case help us reduce the TAT(Turnaround Time)?
  2. Can Automation support quick completion of requests in real-time, though processing time may be the same as that of humans, completion in real-time can give us indirect savings.
  3. Can automation prevents the duplication of efforts from end-user? (i.e. raise a ticket on the portal then call hotline number) and can it prevent the additional workload of analysts? (i.e. work on the ticket and also answer calls)
  4. Can it be cost-efficient automation? – e.g. Improvement in productivity with reduction in 24×7 shift allowances.

These few questions if answered; next is to identify the deployment methods.

Automation can never be seen as a project rather it should be handled as a continuous improvement journey as the opportunities will keep on evolving. So following are the key factors for any automation implementations.

  1. Use the Agile method to deploy process automation as opportunities are huge. (starting small – implement automation for the identified process in production and make incremental changes)
  2. Ensure to have centralized monitoring in place to identify automation errors and fix it
  3. Organize hackathons like events and identify business and IT Use Cases through employee feedback.

Author – Juzer Saifee

Account Manager, IT Solutions, Vyom Labs

P.S – Best answer curated from AITSM Co-Op Discussions. Join the community here.

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