IT Service Desk Automation: Top Use cases

Those days are gone when employees waited patiently for IT support and service. In today's ever-evolving digital era, waiting for long days for IT issues to be resolved is simply unacceptable. Millennial employees, who were raised in the age of round-the-clock technology, simply won't tolerate delays or inefficiencies and expect prompt and seamless support when they seek technical assistance. Thankfully, IT service desks have transformed remarkably, leveraging automation to streamline mind-numbing tasks like issue resolution, ticket categorizing, closing aged tickets, and documenting information. IT service desk automation has streamlined these processes, freeing valuable resources to focus on more strategic endeavors.

Automating service desks can help reduce manual efforts and optimize efficiency, maintaining workflow efficiency.

In this blog, we will take a look at the major IT service desk automation use cases and how they can significantly improve your company's bottom-line.

What is Automation in IT?

The process of developing software and systems to take the place of repetitive tasks and minimize human participation is known as IT service desk automation. It streamlines the delivery of IT applications and infrastructure by automating labor-intensive manual procedures that once needed human intervention.

Statistics of Use cases of IT Service Desk Automation 

• A study by Gartner, companies that automate their IT service desk workflows see a major decrease in issue resolution times—some report up to 90% faster issue resolution than others.
  
• A survey by HDI reveals that organizations offering self-service portals experience a 50% reduction in the volume of service desk tickets, as users are empowered to resolve common IT issues independently.
  
• According to IDC, businesses utilizing automated incident remediation techniques can reduce system downtime by an average of 70%, leading to enhanced service availability and business continuity.
  
• As reported by Forrester, organizations that automate their change management processes experience a 60% increase in the speed of deploying changes to IT infrastructure and applications, enabling faster innovation and time-to-market.
  
• A Deloitte study states that organizations that use predictive analytics for capacity planning see an 80% improvement in accuracy, which enables them to maximize resource use and reduce infrastructure expenses.
  
• As reported by Zendesk, businesses with efficient service desk operations witness a 20% increase in customer satisfaction, as users receive instant and effective support for their IT issues.
  
• MetricNet research indicates that by implementing efficient IT service desk solutions, businesses can reduce support expenses by 30% because of higher productivity and fewer manual interventions.
  
• A TechValidate poll found that organizations with efficient service desks see a 25% increase in employee productivity due to staff members spending more time on essential business tasks and less time troubleshooting IT problems.
  
• Research by the Service Desk Institute (SDI) states that companies that streamline their service desk processes can cut their mean time to resolution (MTTR) by 40%, which speeds up issue response and raises service standards.
• An Aberdeen Group report underscores the benefits of efficient IT service desk solutions, showing a 35% increase in compliance adherence. This is achieved through automated procedures that ensure upgrades and changes are consistently aligned with legal standards, providing reassurance about the positive impact of these solutions. 

Top IT Service Desk Automation Use Cases

Use Case 1:  Workflow Automation

Workflow automation, which makes it easy to carry out repeated operations and processes, is the foundation of IT service desk automation. Organizations can create customized processes that meet their unique requirements by utilizing workflow automation systems like Jira Service Management or ServiceNow. These platforms automate common repetitive tasks like password resetting, software installation, ticket creation, assignment, and resolution. 

For instance, workflow automation can automatically escalate serious problems, alert stakeholders to changes in status, and start further activities based on pre-established guidelines and circumstances. By eliminating manual intervention and optimizing workflows, organizations may accelerate overall productivity, lower resolution times, and increase service quality.

‍Use Case 2 : Self-service Portals

IT service desk automation aims to enable customers to fix typical IT issues independently. Self-service portals that include knowledge bases, frequently asked questions, and automated troubleshooting tutorials allow users to solve issues independently without contacting customer support. Organizations that provide self-service choices report a 50% decrease in ticket volume.

Self-service portals allow customers to obtain training materials, reset passwords, and request software installations, freeing service desk agents or technicians to handle more complicated problems. Self-service portals minimize operating costs and improve user happiness by promoting self-sufficiency and reducing reliance on conventional support channels.

Use Case 3 : Automated Responses

Consider a situation where IT support agents or technicians are able to stop typing out the same answers to frequently asked questions from users. What if the service desk could lead users to solutions without needing an agent? This goal is now attainable because of developments in IT service desk automation solutions like Enjo.ai. 

Enjo.ai leverages data from relevant knowledge sources to intelligently respond to user queries, thanks to its advanced GenAI technology. This ensures consistency in the answers provided to users, while also freeing up valuable time for support agents. Moreover, Enjo.ai's copilot feature is a game-changer, summarizing conversations and relieving agents from the pressure of recalling every detail, thereby boosting operational efficiency. With Enjo.ai, organizations can automate their IT support processes, deliver immediate assistance to users, and maintain a high standard of service quality, even in the absence of human intervention.

Enjo: The Future of Service Desk Automation is Here

Although the emergence of GenAI-driven service desks represents a notable progress in IT support automation, it is crucial to acknowledge the continued importance of human agents. Service desk operations will flourish in a collaborative setting where GenAI gives agents the tools they need to solve complicated problems more successfully. 

Imagine a situation where agents are able to detect and fix issues with previously unheard-of speed and accuracy thanks to real-time recommendations and insights from GenAI.

Encouraging collaboration and synergy between humans and machines is just as important as implementing next-generation technologies when it comes to creating an automated service desk culture. Leading the charge in this revolution is Enjo.ai, which offers more than simply a platform for IT service desk automation. Our goal is to work together with you to create an automated culture by providing your team with strong tools, intuitive interfaces, and solutions that can be customized to meet your specific requirements.