Service desk automation

Process overview

Many organizations interact with their employees through the service desk. Currently, there is a considerable transformation going on in this space to make service desks more interactive, social, and collaborative. Organizations are exposing key services to their end users, so that those services can be requested in a “self service” mode. Rather than have those requests manually fulfilled by the service desk or IT operations, organizations have been using IT process automation tools to automate request fulfillment.

Key use cases

• User on-boarding
• Request for system access
• Password resets
• Request software deployment
• Guest WiFi provisioning
• Unlock accounts
• Infrastructure provisioning
• Provision SAAS account

Service desk automation

Business values

• Cost
  • Service desk teams no longer have to manually respond to requests
  • IT teams no longer have to manually fulfill requests
  • Requestors no longer have to wait for services to be delivered to them
• Risk
  • Requests are always delivered correctly
• Governance
  • The business processes/best practices around service delivery are always enforced (for example, an asset record is always added to a CMDB when software is deployed)