By Debjani Chaudhury - October 12, 2020 4 Mins Read
Businesses struggle to deliver more advanced services with fewer resources, all while meeting much tighter service level agreements. And this has boosted up the need for automation adoption across industries.
With technology driving the way businesses are conducted across industries and countries, automation has turned to be an all-time favorite hero and savior. Especially looking at the COVID-19 lockdown scenario, industries who had adopted automation are far ahead of their competition with the least disturbance in their daily operations.
Though the automation use cases are literally flushing all industries across the globe, some areas of adoption actually dominate the market.
There are automation use cases to relieve the mounting pressure which dominates the service management:
Office 365 is the most common form of automation adoption across companies, saving their time and energy to effectively manage separate SharePoint and Exchange infrastructures. However, the management of permissions and users can still be time-consuming –adding and creating users to groups, disabling users, assigning licenses – the automation of such tasks releases pressure on the service management team.
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Some organizations believe that these tasks must be manually completed considering the security concerns with applicable administration rights, but this actually needn’t be the case always. The key is to offer a self-service interface – which gets controlled via an existing change management approval process – allowing anyone to submit requests. As such, the automation platforms execute the Office 365 management requests in minutes.
Joiners, leavers, and movers remain one of the most difficult tasks for overloaded service desks to process efficiently. The creation of accounts for new joiners or temporary workers, adjusting the access for users shifting roles, and terminating IT accounts for the ones departing the business, are labor-intensive activities which engage senior staff who have the necessary systems to access, manage, and have other expert decision-making tasks to perform.
The standard day-to-day tasks completed manually by IT staff, take up a lot of their productive time. Even in the unlikely scenario that the extra workload isn’t an issue, such tasks impact the service desk team’s morale, as they end up wasting time that could be better spent elsewhere. Restarting a virtual machine, password resets, trace route checks, deleting an Active Directory account – these standard daily tasks can all be automated to enhance overall enterprise productivity.
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Leveraging virtual machines (VMs) to effectively run different test applications, operating systems, and backup data has definitely turned to be a game-changer for IT agility, but manually creating and managing such VMs is extremely time-consuming. Automating the provisioning of VMs can save time, resources, and cost for the organization.
VMs are established and managed securely through self-service requests, ensuring that the IT team remains in control of all related assets.
Another critical automation adoption case is associated with the automatic installation of software. Whenever the end-user requests the new application, they are typically left to wait for the IT resolver group to do it for them, eating into productivity and pilling up the work. This can and should be automated. One of the most useful and exciting advancements in automation is the implementation of such a self-service portal.
All the above-mentioned use cases can be single-handedly completed by the end-user submitting requests through any self-service portal. This reduces call volumes and delivers a modern experience for the end-user – something which is commonly expected in the workplace and will exceed the expectations of the internal stakeholders. Though these are very basic automation requirements which the c-suites are anyways aware of, the need of the hour is to focus on them – to minimize investments and maximize profits.
Also, it goes without saying that these are a must and the basics to be future-ready and protect the IT teams‘ productivity.
Debjani Chaudhury works as an Associate Editor with OnDot Media. In this capacity, she contributes editorial articles for two platforms, focusing on the latest global technology and trends.Debjani is a seasoned Content Developer who comes with 3 years of experience with Fashion, IT, and International Marketing industries. She has represented India in International trade forums like Hannover Messe, Germany.
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