IT process automation optimizes tasks related to IT to meet operational requirements and business demands, and it can impact IT-managed services in unique ways. Even though IT processes are one of the least automated business segments today, the integration of automation into IT-managed services continues to prove it can bring many advantages.
We’ll discuss some of the most common ways automation benefits IT-managed services, and how to implement it into your business.
The Benefits of Automation in IT-Managed Services
- Cost reduction of managed services – by helping to get things done with little resources and effort, automation allows companies to save the cost of employing different staff to handle various tasks, which reduces both the cost of recruitment and operations.
- Time-saving – as repetitive tasks become automated, workers can focus on other important tasks such as planning, decision-making, and analysis, saving many hours for the company.
- Reduction of the risk of human error – IT operations that are done manually are prone to human errors, which can occur for different reasons and at different stages. Automation reduces this risk by establishing a two-way communication process that enables the control and advancement of processes with its tools. In the case of an error, the system initiates a restart process to enable continuous IT service performance. This ensures that IT operations are executed without delays.
- Productivity improvement – automation gives employees more opportunities to focus on strategic activities that demand more human involvement. Because repetitive tasks that consume time are taken care of, workers have more time to focus on the areas of work that contribute to a higher productivity rate. In addition, this can increase team productivity and help teams get more creative.
- Increase in value to customers – automation offers real-time support to resolve problems even before they arrive, which can reduce wait time and minimize customer abandonment rates. This way, customers receive more value through quality and real-time service delivery, as they can meet their needs without waiting for too long, and the efficiency of processes ensures they get exactly what they wanted.
- Better asset maintenance – IT-managed services contain different assets which all play a role in completing specific tasks, and each one of them can affect the entire workflow of other assets. If automation is applied to each asset, it can predict potential breakdowns, which allows staff to create a maintenance schedule ahead of time and minimize interruptions in business processes.
How to Implement Automation?
There are many ways to introduce implementation, and here we offer some of the steps you can follow:
- Determine suitable processes – identify tasks and operations that will have the most benefits from automation. You can use metrics or KPIs that can help you distinguish the best candidates. Furthermore, you should have in mind certain process characteristics such as complexity, frequency of execution, and degree of standardization.
- Analyze chosen processes – for each process you listed, you need to know what tools are required to automate it, which includes hardware, software, data, and permissions. Also, you should consider who will use them and how they will interact with them. Before the implementation, eliminate major weaknesses if they exist. If you automate an inefficient process, it will remain faulty, and these defects can even be amplified.
- Choose the right tools – there are various types of hardware and software available, so you need to do some research to find the best solution for your company. You should consider factors such as ease of use, flexibility, compatibility, and cost.
- Set up chosen tools – follow the instructions provided by the manufacturer to set up chosen hardware and software and configure them. If you’re using multiple tools, make sure that they are compatible with each other.
- Test the automation – before the implementation, test all data inputs and outputs as well as the rules and alerts you have set up. Testing will ensure that the automation is working as expected and help to avoid disruptions to your business. In addition, the early creation of the prototype allows for initial validations by the end users, which can greatly improve the process quality and its acceptance.
- Implement automation – you should train your employees on how to use automation and provide support if it’s needed. There may be some obstacles along the way, and you should decide whether you want your automated process to be available to all who will be affected right away, or if you want to have it further tested on a smaller scale in the beginning for gaining some initial practical insights.
- Monitor and optimize – you may need to adjust as you get employee feedback and as your business changes. You should also review the automation regularly to ensure that it is still meeting your needs. Furthermore, closely monitor the KPIs relevant to the project goals and cost-benefit considerations, as all monitoring findings can be a base for future process improvements.
Process automation will certainly continue to grow in the coming years, and implementing it in IT-managed services can bring significant business value in operations and outcomes, as users and providers of managed services can achieve a better quality of service.
Resources:
https://techvera.com/how-automation-impacts-managed-it-services/
https://vsoftdigital.com/blog/the-benefits-of-automation-and-ai-for-managed-service-providers/
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