What are the best IT service requests to automate?

The Path to Automation, part 1: The ‘best’ requests to automate

What are the best things to automate in your organisation? You’ve probably already read plenty of articles telling you the answer. But we’re not going to do that here.

In those kinds of articles, you’re likely to find that the majority of what’s suggested can be achieved by buying whatever it is the writer is trying to sell. That’s because the aim is to market a company’s knowledge and products, while (hopefully) giving some value to readers. The idea is to create a win-win.

However, it tends not to work out that way. Especially if the company involved pushes you into prioritising automation opportunities that might not give your organisation the biggest return on your investment.

That’s not to say you won’t get any return – most likely, you will. But it’s also the case that that your time and budget might have been better spent focusing on automating other things.

A common example is password resets. You’ll struggle to find an article on automation that doesn’t mention automating password resets. But what if that isn’t actually your biggest challenge? What if password resets are only the third or fourth most common request in your business?

If that’s the case, you might well be better off prioritising the requests that are more frequent and take up more of your team’s time.

The point being that it’s essential to have a logical process in place to help you work out what will give your organisation the greatest value – and therefore what to automate first. The answer is going to be different from one company to the next, so there’s no point in looking at a generic list that claims to apply to all organisations.

In other words, focus on what you should automate, not what you can automate. But first, it’s important to understand what we mean by automation and where to get started. Click here to read the next article in our series.

We hope you’ve found this useful. If you do, please get in touch for a no-strings chat about how we can help your organisation reap the benefits of automation.

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