ITSM or IT service management is the harbinger of modernity into businesses. They help in transforming them into being more users accessible and friendly. This automation and will to serve provides satisfaction to customers, employees, and even clients. This could foster minimal use of resources and save financial resources while improving productivity.

Automation mostly aims at reducing business service and technical costs. This helps in boosting productivity by streamlining business processes. This gives customers an unforgettable experience and helps build their trust in the company’s quality service feeling the priority the company gives to their feedback in case of product improvement. Automation also helps in improving governance in the organization as most of the things become controllable.

Way ITSM automation is helping the industry:

  1. Help desk automation help customers:

There are many things like providing tickets to awaiting customers. This works on the runbook automation scripts. The tickets are auto resolved, and customers know when they can possibly get an appointment. This is very effective as it helps IT teams in the identification of problems, solving them, finding the root cause, and planning changes that could run the processes smoothly after recovery.

It also helps in effective monitoring of processes and applications on its own, and all the purposes it serves are increasing day by day with its use becoming more viable.

  1. Workflow automation:

Many tasks in the IT industry are iterative and repetitive. No use of the human workforce is required in order to complete these tasks. Machine learning and automation can handle these with ease and more precision. But, automation cannot start at once and reach their peak in any organization. A machine is made by humans and would learn its working from humans. The foundation of automation is kept by adding low-level automation functions into the organization, which works by taking minimal assistance from the human workforce. Slowly, the machines would start becoming independent. This process might seem a bad investment if you see it initially as the cost of installations is high, and implementation is even higher.


But, let’s think it this way. If these things are once installed and start functioning at full force, they would last ages and would only need maintenance and Upgradation at particular times. Once they start functioning fully independently, the human workforce involvement in the company processes would drop down drastically, and cut off salaries would add to the company funds healthily.

  1. Less error:

Humans are more prone to errors than that of machines. The main reason being machines do the task repeatedly to perfection, and there is no point beyond that where they can reach. This is one of the reasons why a person can choose automation over human workforces. Machines do not have complicated emotions and do not get exhausted. They work repeatedly and with minute errors, which eliminate the need to hire humans.


Machines also have a faster production and analysis capacity than that of humans. The work done by ten humans at full force would slow down at a point of time, but machines display consistency. Quality maintenance is one of the more important factors. With consistency comes the ability to produce more quality goods that would help companies win the trust of the customers, which would further lead to improved customer relations.


  1. Adapting to changes:

Humans take time to get acquainted with changes, but, in the case of machines, this is not the case. As previously mentioned, they work on iterative tasks. They repeat all the things taught to them as it is. So adapting to changes is much easier for machines. Changes are quite constant in the industry. Processes change after the detection of errors, to change the course of the project, in order to get desired features and also to improve the deliverables. The machines, if properly device, get the ability to change themselves in the way they want in order to adapt to the changes.

Here are some of the ways the ITSM automation has helped companies in recent times. Though it helps in the development of the company, it significantly reduces the need for human labor, which might need a larger rate of unemployment if all the companies adopt these changes. But, it is not entirely possible to terminate human workers from any company as it is a very unrealistic concept. A perfect world is where humans and machines coexist.



Categories: Education


Leave a Reply

Your email address will not be published. Required fields are marked *