Although often overlooked, one of the key functions of many ITSM platforms is workflow and process automation. In addition to the capabilities built into the platform, we now also have the option to add specific and dedicated automation technology to further enhance our automation capabilities and extend this capability right across the enterprise.
We have great power at our fingertips with this capability, but we must use it with prudence.
Automation is all well and good, but... we feel we must point out a warning that was heard from a very wise individual in the ITSM space... he said, “Automation is great, but remember, if what you do is sh!t, all you’ll do is make that sh!t go faster!” (thank you Mr Kent ;-)).
Although somewhat straight to the point, there’s an awful lot of truth in those words and as such, we happen to agree with the warning.
It makes complete sense. Automation will only make a poor process deliver its poor outcome a lot faster: in other words, Automation will never improve a poor process.
Before embarking on any automation project, please check that the process that you are going to automate actually works well. If the process does not work or results in a poor customer experience then it is not a candidate for automation, period. So that begs the question, “What process makes a good candidate for automation?”
Selecting an automation candidate
What are the two top criteria when selecting a good candidate for automation?
1. Does the current process produce a good outcome? A process that currently produces a poor customer experience or produces poor quality output is not suitable.
2. The quality of the automated decision data must be high. Almost all automation will rely on data to make automated decisions. If this data is inconsistent or unreliable then stop any efforts to automate this process.
If the process candidate does not meet these two criteria as a minimum, then it is most likely not a suitable candidate.
There's no question, that if done right, automation can save a great deal of money and vastly improve services, but if done wrong, all you do is speed up a crap process (or possibly make it even worse!).
So before deciding on automation, one must undertake a critical proceeding activity - Measure the expected vs resultant outputs and outcomes from all process and business capabilities
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