Long associated with manual processes and endless ticket queues, ITSM has suffered from negative stereotypes, but is the tide turning? SolarWinds Tech Evangelist Sascha Giese takes a closer look at the transformative impact of automation on ITSM for Business Reporter.
Organizations are now leveraging intelligent systems to automate various ITSM tasks, from incident resolution to change management. This shift has led to enhanced service quality, faster response times, and reduced downtime. The SolarWinds State of ITSM Report analyzed over 2,000 ITSM systems and 60,000 data points, revealing that automation saves more than three hours per ticket on average.
The report found that automation reduces missed service-level agreements (SLAs) by half and accelerates resolution times across industries. Routine tasks are completed consistently and accurately, ensuring scalability and reliability. Automation is even more effective when combined with other solutions, such as self-service portals. These portals streamline support processes, empower employees, and improve the overall user experience by centralizing communication and providing resources for issue resolution.
"Automation in ITSM offers significant advantages in improving efficiency and service quality. It reduces SLA breaches by ensuring timely task management, helping organisations consistently meet service-level expectations. It also enables service desks to scale effectively, handling higher ticket volumes without requiring additional staff. By eliminating repetitive tasks, it allows IT teams to focus on projects that drive long-term business outcomes."Read the full article
