Last month we introduced our “Path to Automation” series. We’re starting the series by providing you with the “best” requests for your organisation to automate. However, we’re not going to do this the same way other articles tend to. We’re not going to give you any suggestions at all. I’ve seen too many articles over the years that claim to provide the “best” things to automate or “top 10 automation opportunities”, along with defining how much ROI you’ll receive by automating their generic items. More often than not, you can generally achieve the suggestions provided by the writer by purchasing the item they are trying to sell. This technique is incredibly effective as blog posts are a great way to market your knowledge and products whilst simultaneously providing the reader with value. It’s a win-win. However, what isn’t a win-win is pushing you, the reader, into prioritising automation opportunities that might not provide you with your most significant return. It’s not to say you won’t get any return, but your time would be better focusing on other areas.
Let’s look at a typical example; password resets. You will struggle to find an article or blog post that doesn’t mention automating password resets, but what if that’s not your biggest problem? What if password resets are only your fourth most frequently requested item? What if you’ve already automated it? Or what if you’ve got a more significant customer-impacting issue to resolve first?
These articles should focus more on the processes you need to follow and your organisation’s mindset instead of just providing a generic list of items copied from another article. Does this list look familiar?:
- Password Resets
- Shared Mailbox Management
- Account Creation
- More Generic Items
Blog posts like this need to focus on what you should automate and not what you can automate. That’s why over the following five articles, we’re not going to mention automating any specific request types; we’re going to focus on providing you with the high-level process and get you thinking about how you make these suggestions work for your particular needs.
What’s up next?: Part 2 – What is automation, and where do we start?