IT Service Automation: How does it fit into ITIL Service Management
Service automation is generally viewed as improving both utility and warranty. Online ITIL training explains that utility and warranty are critical components of a service in order to create value for customers. Service automation has the advantage of ensuring that every step of a process is executed exactly the same way each time. This precision in repetitive execution is almost impossible when human labor is involved. IT service owners who have completed an ITIL course know that service automation is the best way to increase efficiency in their service provider organizations.
Service automation has many advantages
Service automation allows for easy adjustment to capacity in response to variations in demand volumes
Let’s say you manage a call center unit for an airbus company. An automated IVR system supports the call center. Most customer queries can be handled by the automated IVR system based on keywords or questions provided by customers. If there are peak periods, such as Christmas or summer, you can increase the IVR system’s capacity to handle more calls from customers. If this automated service wasn’t in place, you would have to hire more representatives to handle the higher customer demand. It is much easier to change the capacity of an automated call center system than it is to hire new representatives or fire employees when there aren’t many calls during regular seasons. Service automation saves money.
Service automation allows you to access resources automatically with fewer restrictions and can handle larger capacities with less time.
This means that the service can be used across time zones. The automated IVR call centre system can be used to serve customers 24 hours a day, as it is a machine. If you don’t have an automated IVR call center system, you will need to plan shifts. Call center representatives will be required to serve these shifts. Companies with global reach need to consider this aspect when planning new services or optimizing existing services.
Service automation provides a solid foundation for improving and measuring service processes.
Service automation generates data that can help measure the service’s performance. This data is more precise than manual processes. This data can be used by the IT service owner in the Continual Services Improvement stage of the ITIL Lifecycle to identify areas of service that are not functioning properly and can be improved. Service automation makes it easier for service managers to identify service problems. This is because they have access to accurate data and also because human error is not a part of the equation.
Service automation prevents knowledge loss
If you have used service automation, for example, employees who move within an organization or leave the company permanently will not lose so much knowledge. Consider the call center example. If a call center representative leaves the company to move to another department, or to resign, you will need to hire a new representative and teach them how to answer customers’ calls. You won’t have this problem if you have an automated IVR system.
Two fundamental principles are used to prepare service automation preparation
The first principle of service automation is simplification of service processes
Automating your service processes is possible if they are simple and have routine steps. The main goal of