The first question asked by many ITSM organizations is why should I automate any of my processes? Won’t it be expensive to purchase a product to implement automation? Once they have been implemented won’t I need to maintain those automation’s with an expensive resource (like a code developer) going forward? The short answer to these questions is that it depends on the product that you are using for ITSM. Hopefully, your product includes some form of automation out of the box. At a minimum, it should allow you to integrate calls to an external workflow automation tool. If your ITSM product does include some form of automation tool, with any luck it is possible to create that automation without a need to write a lot of code that will need to be maintained in the future.

1. ITSM Process Automation
Why Automate?

2. Why Automate?
The first question asked by many ITSM organizations is why should I automate any of my processes?
Won’t it be expensive to purchase a product to implement automation? Once they have been
implemented won’t I need to maintain those automation’s with an expensive resource (like a code
developer) going forward?
The short answer to these questions is that it depends on the product that you are using for ITSM.
Hopefully, your product includes some form of automation out of the box. At a minimum, it should
allow you to integrate calls to an external workflow automation tool. If your ITSM product does include
some form of automation tool, with any luck it is possible to create that automation without a need to
write a lot of code that will need to be maintained in the future.
Benefits realized by using Automation
Now that you have decided to consider automating processes, you may ask yourself why should we go
to the effort of starting an automation initiative? What is the benefit that my organization will gain?
There are a lot of benefits to be realized from implementing automation. For example:
 Reduce Risk by implementing repeatable processes. You will find that the entire organization
will benefit by having a repeatable process. Customer expectations will be met (and probably
even exceeded). For example, the flow of a service request from group to group can be
automated so that when one group is completed with its portion of the request, the request can
be routed to the next group automatically. This automation will decrease human error that
might be made by routing to the wrong group with a result of potentially missing SLAs.
 Improve Quality – nothing gets left out or forgotten in the process – it’s consistent. An example
here is if you automate the New Employee onboarding process, access to all of the standard
systems and applications can be automatically configured, email addresses will be generated, an
AD account can be created, hardware ordered, etc. That way, the new employee’s access and
systems will be set to go right from their first day. All they will need to do is open service
requests for any specialized systems they might require access to – like Salesforce, HR, or
Accounting.
 Decrease Cost – if an automated interface to an external system can be used, you will save costs
by not requiring any human intervention to handle the request. All the parameters passed to
the external system can be entered into the request itself and then automatically passed
through. Reduce Time to Value - using automation and the cost savings noted can dramatically
reduce the Total Cost of Ownership of your ITSM system. It can also free up your support staff’s
time so that they can be productive on other items that have a direct impact on your customer
satisfaction ratings.
 Reduce human error - Certainly in the request routing example mentioned earlier, but also by
reducing miskeying information into external systems when manually entering information to
fulfill the request.
 Improve the customer experience by simply offering better service to your ITSM customers.
This can be accomplished by focusing on requests that do require human intervention and by
increasing the predictability of the time it takes to fulfill requests.


3.  Improve productivity of your service desk staff - they will no longer be required to work on the
mundane tasks that you have chosen to automate. In addition, their job satisfaction will
increase by allowing them to focus on other more interesting (and perhaps less repetitive) tasks.
This can also have another advantage, reduced staff turnover, since they enjoy their job more!
Roadblocks to automation
Once you decide to move forward with automation, what roadblocks might you run into? First off, the
service desk staff may be resistant due to fear of losing their jobs. They have been working hard at
fulfilling routine requests and have been doing a stellar job of keeping the customer satisfaction and first
call resolution key performance indicators high. Now if those routine tasks are removed from them,
won’t they be concerned with how will they will be measured and how will they keep their stats and
rankings high?
Your management team will need to address this issue and assuage the fears of the team, assuring
them they are valued and by implementing automation of the repetitive and mundane tasks, they will
have time to be more productive in other areas that are more enjoyable and fulfilling for them. Perhaps
the measurement statistics of the service desk staff will also need to be adjusted or at a minimum the
expectations surrounding these stats will need to be addressed and communicated.
Another roadblock that may be seen is a fear of the automation itself. Is the software that handles the
automation good enough and resilient enough? We have all heard war stories about bugs in software
that end up creating more problems than the software is intended to resolve. This fear can be managed
by thoroughly testing the process automation’s prior to putting them into production. Make certain
that edge cases are tested as well – for example, if your automation calls out to MS Exchange to create
an account, what happens if the integration with Exchange is down at that time. Will the request be re-
tried? Also, once the automation’s have been rolled into production, be certain to actively monitor them
to make certain the automation is functioning as intended.
What to automate
Start your automation with a small well-defined process. This will allow you to get used to the
idiosyncrasies of your automation tool. Also, it won’t take you long to implement the process and you
should begin seeing benefits quickly. This will also instill management confidence in the automation and
your automation implementation plan. It can’t be stressed enough - make certain that you actively
monitor the automated process after it goes live to make sure that it is functioning as desired.
Another option to jump start your automation is, if your ITSM tool provides pre-defined automation
templates out of the box – start with one of those. You should be able to copy and modify it as required
for your process. By testing and iterating changes in the modified workflow you will quickly learn how
best to use your automation tool.
As you move forward with your automation plan, look at the service requests you are receiving today.
 What are the most frequent requests being made?
 What is the effort required to fulfill the request?

4. If the frequency is high and the effort is high – then start there! That will result in the largest savings to
your organization!
If the frequency is high and the effort is low, don’t just write this request off for automation – it may be
that automating this type of service request will result in a lot of time savings for your service desk staff
due to the frequency of the request.
You should be able to run a report from your ITSM tool to determine the frequency of requests. By
putting that output into a pie chart, it makes it fairly obvious which type of request will provide the
quickest return and you should begin your automation with that one.
Another idea is to take a look at the processes that will have dire consequences if they fail. For example,
incidents opened via a monitoring tool. If the incident is opened on a Configuration Item (CI) CI that is
critical to your organization's financial success, you should consider automating the resolution process
or at a minimum automating the incident assignment, notification, and routing processes as well as
setting the SLA. This will automatically set the appropriate level of management involvement when the
incident is opened.
Top Service Catalog items last month
Application Access Control Cisco IP phone Laptop or Desktop Assistance
Provision New Employee Provision Windows Server in AWS Enable/Disable AD User
Reset email password LDAP update Conference Room Reservation
Business Cards Batch Jobs

5. Other areas for automation in the ITSM world:
 Change Management
o Automate the change approval process based on the Service or CIs being changed
o Automate the Change Advisory Board (CAB) notification process – notify CAB members
which changes will be discussed so they are prepared to talk about the impact of the
change
o Standard changes – automate monthly maintenance change creation
 Incident Management
o Assignment of incidents attributes based on CI, Service, or perhaps the incident is
opened on behalf of a VIP
o Service Level Agreement (SLA) assignment – assign SLAs based on Service or CI
attributes
o Operational Level Agreement (OLA) Assignment – assign OLAs based on the vendor
agreement
 Problem management
o Problem identification – can you call out to an external process to implement problem
detection via incident event correlation or another automated problem detection
method
 Service Requests
o Provision new environments in the cloud for demo/sales/testing opportunities
o Request access to new software or application
 Workflow management
o Manage the next status of a ticket – only allow the service desk analyst to select from
certain statuses
o Automatically close tickets after a certain time period after they have been resolved
Perhaps you also have other business processes beyond purely IT processes in your organization that
can be automated.
 Accounting – month-end, quarter-end or year-end processes can be automated for routing of
task assignments and approvals
 HR – onboarding new employees. The service request(s) that are opened from this process are
typically very standard (i.e., access to systems, AD account, hardware, standard software, etc.)
Specific service requests can be added for additional services as required (sales systems,
accounting systems, CRM access, etc.)
Implementing the automation tasks
Once your automation has been created and thoroughly testing in an ITSM test environment, you
should use the change management feature of your ITSM tool to move the implementation into
production. Using change management has multiple benefits:
 Transparency - it shows that you are using industry standard best practices across the IT
organization. You should include back out plans as well in the event that there are problems
with the automation

6.  Notifications - through the CAB review process, all interested groups are notified of the
automation and the go live plans
 Post-Implementation Monitoring – this will allow you to monitor the automation process,
making certain that it functioning as designed and the resultant notifications to management
regarding the effectiveness of the implemented automation.
How is automation handled in ServiceAide Cloud Service Management (CSM)?
ServiceAide CSM has two main areas of automation available out of the box.
 Ticket workflow – you are able to create a flow for analysts to take to move a ticket to
resolution/closure. This is about taking a process that today is mostly manual and giving the
analyst an exact step by step process to get the ticket closed. This removes much of the inherent
human error when an analyst has to choose from a broad spectrum of attributes like status,
resolutions, notifications, etc. The ServiceAide CSM workflow allows you to automatically set
fields based on the workflow step(s) they have taken. This is implemented within CSM using a
feature called Process Designer. The Process Designer doesn’t require any programming
knowledge, just an understanding of basic logic flow. It uses a drag and drop paradigm, which
makes this feature intuitive and easy to use. A screenshot of the workflow for the Service
Catalog item “MS Exchange: Increase Mailbox” is shown below.
 Process automation – using CSM Automation Center Design Studio you are able to create new
workflows or use existing workflows as templates for new workflows. These workflows can run
connectors to external systems (like AWS, Active Directory, MS Exchange, VMware, CA Clarity
PPM or CA Release Automation). You can also run scripts on premise using SSH/Powershell. In
addition, you can create a new connector to an external system of your own. Once the

7. workflow has been created and published, it will appear in the CSM Service Catalog and be
available for selection by an end user.
Just like the Process Designer, The Design Studio doesn’t require any programming knowledge,
just an understanding of basic logic flow. It also uses a drag and drop paradigm, which makes
this feature intuitive and easy to use. A screenshot of the template “Create a new AD user” is
shown below.
Follow-up on the Automation plan
While upper levels of management may be intrigued by the cost-saving promises of automation, they
will need to be regularly informed of the status of the automation, including the net results on cost
savings as well as the impact on your Service Desk KPIs.
The entire staff should also be informed as to how the automation is progressing since everyone has a
stake in the process.
We would suggest creating a dashboard that depicts:
 How far along the automation plan you are.
 Which automations are complete and which are next to be implemented
 Cost savings to date
 Current customer satisfaction ratings, and changes since the automation project was started.
This simple dashboard will go a long way in creating the acceptance of your automation plan across all
levels of the organization that will be critical to the overall success of the plan.
Ken Laufmann
ServiceAide