Wie können Sie negative Ergebnisse bei der Automatisierung Ihres Service Desks vermeiden? (2024)

In my opinion the Service-Desk is like a "necessary evil" for itself and his automation is very important specially to repetitive actions like users and password resets, Active Directory integration to dismission blocks and other HR proceeds. Automations without customers feedbacks it's worst scenary. Imagine in a health company you force users tap many clicks to get some help, it's very complicated this situation.Before automating come a good processes organization.

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In my experience when initiating any automation project it’s key to set some expectations: Will you really automate your service desk? Or will you automate mundane, repetitive and time consuming tasks; empowering your service desk team to work on complicated emergent issues and critical business issues. This further gives your team the space to evolve and identify their own improvements, taking ownership and pride in the mutual success of the service desk and the wider business.

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When automating or outsourcing, it's usually best to have a highly functioning working model that is well understood and documented. This frees up the team's thinking to focus on automation and streamlining, not simultaneously creating a potentially bad or broken process. Without an understood manual process, it's easy to automate poor procedures and just do bad work faster.

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A good balance between RPA and ITSM tools is mandatory to avoid making from automation a long term risk from maintenance, cost (tools and headcount) and support perspective. Important to be clear on what should be automated through native capabilities of modern ITSM tools and where RPA or other tools should help and complete the strategy.

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Meiner Erfahrung nach ist es entscheidend, die richtigen Tools auszuwählen, Tools mit standardisierten Schnittstellen erleichtern die Integration und Interaktion. Eine umfassende und frei zugängliche Dokumentation und Möglichkeiten zum Selbststudium sind wichtig für das Verständnis und die effektive Nutzung der Tools. Die Integration von Künstlicher Intelligenz kann die Arbeit aller Benutzer erheblich erleichtern. Diese Faktoren tragen dazu bei, negative Ergebnisse bei der Automatisierung zu vermeiden.

Tools/ platforms come at the 3rd or the 4th step. Most of the tools available in the markets offer almost the same functionalities with the point differences. Business case and the engagement model/s with the technology partner/s establish the suitability of a specific tool/ platform and help establish the mid/ long-term tooling strategy.

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After 2 decades of running internal and managed IT service desks, my advice would be to focus on something that fits into the overall service puzzle. Your service desk should have a central management system and anything that can be incorporated into that to continue to provide a single pane of glass is going to benefit the team more than automation that they have to go outside of the central management to use. Data should flow out and should flow in.You will hinder adoption of automation if it isn't something that is seamless.

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It's beneficial to leverage testers who do the function today from all perspectives, including customers and or partners who have a role in the process. Without "real life" testing, access permissions and assumptions of what people know can be missed. Fill these gaps by using real world testers and not more engineers.

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It's key and vital as well to define processes and responsibilities to handle erros whenever automation fails and to make sure that any kind of erros or unexpected behavior are captured and analyzed

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Communication of this should happen after the use case definition. Do not leave this as the last step. A change management plan should be prepared and executed as part of the automation program.

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Adoption is very tough and easy at the same time. If different stakeholders do not understand the operations in the automation ecosystems, irrespective of the excellence of the developed/ configured automation, the adoption will be low and the program will race towards the failure. Communication needs to happen in different phases and at different stages - At the start, during the program execution, towards the end, during the change of control, while in stable operations. During different stages, it is very important that the relevant stakeholders are being appropriately trained to appreciate different aspects of the evolving ecosystem.

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When measuring your automation outcomes determine:Alignment with Business Goals: Ensure the automation aligns with overall business goals and strategies. Automation should support and enhance business objectives, not work against them.Monitor and Analyze Performance: Continuously monitor the performance of your automated systems. Use analytics to identify areas of improvement and make necessary adjustments.

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There is an automation mortality and it needs to be kept in mind while starting the program and delivering the automation. Never fall into the trap of developing an automation which will work till eternity. So continuous measurement of the effectiveness and relevance is very important iron out the losses from the automation and sunset as needed.

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Automation of Service Desk processes is an effective method to improve the capacity of the team and to enable growth of the team members. However, automation can lead to negative customer experiences if done incorrectly.All automation attention should be aimed at internal processes first, before tackling the customer facing. This way the processes performed by team members (and eventually the automation) are as efficient as possible ahead of automation.It's then important to know that when automating support, that you have a channel to an agent available at all times. Even if you have thousands of options for your automation - humans are limitless and will generally find something you hadn't considered!

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Die Automatisierung im ServiceDesk kann dazu genutzt werden, den SD für höher qualifizierte Tätigkeiten oder für mehr Nähe zu den Kollegen zu nutzen, wie zum Beispiel mehr persönlichen Support. Wichtig ist die Zielgruppe genau zu kennen und zu verstehen, auf welche Art sie den Support wünscht. Hierbei ist zu beachten, dass es meist in Unternehmen eher von einer heterogenen Gruppe auszugehen ist, sodass es verschiedene Ansprüche gibt, welche abzuwägen sind.

Disaster Recovery Plan : Consider automation as vital as your ERP or Network because it will end up taking a vital role in your technology footprint and will require SLAs, Monitoring and a well defined disaster response. While automation could keep your organization headcount at a right ratio, and improving overall quality, costs and security, any major incident with your automation tools could cause a huge impact that you won't be able to cope with. This risk could be mitigated with an emergency response plan for each automated strategic workflow.

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Service Strategy and Design is Service Strategy and Design, whether delivered by people or by automation. Customers, internal and external, have received terrible service from people and fantastic service from apps. This holds true for service desk, network management, or pizza delivery. No matter the toolset, no matter the customer, no matter the service - design your delivery model where it's clear you're respecting customers' time and making it as easy as possible to address their needs.People reach out to a service desk because of a need - whether it's a need for something new (whether a pizza or a PC), or a need for something they had to be available again, like a power outage. Respect the need, and you'll be ahead of the pack.

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