Why to automate workflows and IT and Enterprise ServiceManagement?

Automating workflows and IT and Enterprise Service Management offers numerous benefits that can transform the way organizations operate. It significantly enhances efficiency by eliminating repetitive andmanual tasks, allowing IT staff to focus on more strategic initiatives. Automation ensures consistency and accuracy in task execution, reducing the likelihood of human errors and improving service quality.

Moreover, automation can lead to substantial cost savings by optimizing resource utilization and minimizing downtime through proactive issue resolution. It also enables better scalability, as automated systems can handle increased workloads without a proportional increase in manual effort.

In addition to operational benefits, automation improves theoverall user experience. By providing faster responses and resolutions, it enhances customer satisfaction and reduces frustration. Automated workflows also offer greater visibility and control over processes, enabling better tracking, reporting, and compliance with regulatory requirements.

Ultimately, automating workflows and service management empowers organizations to deliver higher value services with greater agility, reliability, and efficiency.

Approaches to ITSM and ESM workflow automation

Automating IT Service Management (ITSM) workflows involves several approaches:

1. Integrationof ITSM Tools: Connect ITSM tools with other enterprise systems such as CRM, ERP, and monitoring tools. This integration ensures seamless communication and data exchange, reducing manual interventions.
2. Useof AI and Machine Learning: Implement AI-powered chatbots and virtual agents to handle routine queries and tasks, enabling faster resolution and improved user experience. Machine learning algorithms can also predict and prevent potential issues based on historical data.
3. Process Automation Platforms: Utilize platforms like Freshservice, which offer built-in automation capabilities. These platforms can automate repetitive tasks such as ticket assignment, notifications, and status updates through predefined rules and workflows.
4. Self-Service Portals: Develop self-service portals where users can submit requests and incidents. These portals can include automated guidance and solutions, reducing the burden on IT staff.
5. Automation Scripts and Bots: Create and deploy scripts and bots to perform routine maintenance tasks, apply patches, and monitor system health. This reduces the need for manual oversight and increases efficiency.
6. Orchestration Tools: Employ orchestration tools to manage and automate complex workflows involving multiple systems and teams. These tools ensure that all necessary steps are executed in the correct order and can handle exceptions automatically.

By leveraging these approaches, organizations can streamline IT servicedelivery, improve efficiency, and enhance user satisfaction

Approach to workflow automation, used in Freshservice and why it is great?

The heart of workflow automation and orchestration in Freshservice is the Workflow Automator engine. Workflow Automator is a powerful yet intuitive and easy to learn workflow automation tool, that let’s the company automate advanced workflows, be it an approval workflow or an orchestrated process with actions triggered in various external systems.

The approach itself is different from most of the legacy tools. Instead of automating request lifecycles, which limits the automation to lifecycle transitions only and makes it harder to manage automations for many requests, Freshservice Workflow Automator automates workflows, triggered by actions in the system, no matter, performed by a user, a technician of a system.

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Workflow Automator provides intuitive interface for the admins, responsible for workflow automation with out-of-the-box building blocks. This approach minimizes requirements towards necessary skills for admins.

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Together with providing capabilities for fast and simple workflow automation for standard tasks, Freshservice Workflow Automator can orchestrate tasks in various external systems either through the use of one of the long list of prebuilt connectors:

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Or through custom integrations via RESTful API:

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What is also great for the company is that Freshservice utilizes the same workflow automation platform for both IT and Enterprise Service Management automation and has such vital HR workflows as Employee Onboarding and Offboarding automated right out-of-the-box:

Workflow automation benefits

Automating IT and Enterprise workflows using such a powerful, flexible and easy to use workflow automation platform as Freshservice brings immediate benefits to the company:

• Less manual work and errors for the admin staff
• More productive work for business users
• More satisfaction for the working environment and digital workplace for both business and technical users
• More efficient capital allocation for the company and cost savings

Try Freshservice for free with Synta – a reliable and professional systems integrator with vas experience in IT and Enterprise Service Management – contact us!