Benefits and Challenges of IT Process Automation

IT process automation is a top priority for senior IT decision-makers, according to a new study conducted by Gatepoint Research. More than half (54 percent) of respondents say they plan to implement IT process automation within the next year, and another 31 percent in the next 12 to 18 months. Two-thirds (66 percent) say they are deploying IT process automation to reduce costs and speed IT service delivery, while 44 percent utilize it for user self-service.

Organizations can reduce errors, increase productivity, enhance user satisfaction, and create a more consistent, best-practice approach to IT workflows by automating repetitive, manual processes. IT process automation can also help improve collaboration across various teams and departments. IT personnel can spend less time on routine tasks and apply their talents to initiatives that drive the business forward.

Any IT workflow that can be broken down into a series of tasks is a candidate for IT process automation, particularly if those tasks involve a high transaction volume. Processes such as handling support requests, onboarding new users, performing routine hardware and software maintenance, and monitoring for security and compliance are ripe for automation.

What is IT Process Automation?

IT process automation uses software to automate workflows defined by a set of rules. Automated activities are triggered by certain conditions or events that are defined in the automation software interface. Common triggers include the creation of a help desk ticket, the timing of a routine daily check, or the identification of a system error. The trigger sets the automation in motion, and it proceeds until it reaches the final result or outcome.

And therein lies the distinction between IT process automation and traditional scripting. Scripts must be called manually, while automation is launched by triggers that may call scripts as part of the activity. The triggering function allows for more complex action with minimal human intervention.

IT process automation is a specific use case of business process automation (BPA), which can be used to automate any business transaction or workflow. Because each organization’s processes are unique, BPA software is typically customized and integrated into other systems using application programming interfaces (APIs) that allow them to interact with applications and share data. 

How is IT Process Automation Implemented?

Effective IT process automation starts with planning. IT teams should analyze processes to identify any redundant or overlapping efforts and siloed operations. The objective is to standardize workflows and minimize ad hoc processes and exceptions as much as possible. 

The next step is to define triggering conditions, actions that should be performed when a condition occurs, and proactive processes that should be performed according to a set schedule. Devices should be categorized or grouped so that the same maintenance processes and best practices are applied consistently. Automation should be integrated with IT service management, and other tools to handle more complex workflows.

IT process automation can relieve the strain on overtaxed IT teams, but a lack of resources often stymies an organization’s ability to take advantage of automated tools. In the Gatepoint Research survey, 76 percent of respondents said that staffing shortages and a lack of skill sets were their primary roadblocks. More than half (57 percent) are faced with too many manual, repetitive tasks and 42 percent have tool integration difficulties.

That’s where a technology solution provider such as Rahi can help. In addition to helping customers take advantage of IT process automation, we utilize automation tools extensively in our managed services practice. We can provide the expertise to help drive your IT process automation initiatives forward.