The 3 Evolutions of Bots for IT Service Desk Automation

May 27, 2019

Challenges with Intelligent Automation at Scale

Unfortunately, if you want to build these robust and scalable IT Service Desk chatbots in-house, you will need to spend significant engineering resources, utilize immense computing power, and tweak core NLU algorithms on an ongoing basis.

This is largely due to the latest wave of automation taking place within Human Resources (HR), Customer Support, and IT Service Management(ITSM).

In this article, we will discuss the three evolutions of bots for IT Service Desk automation in order of capability from basic to most advanced.

Evolution One — Robotic Process Automation (RPA)

The first evolution of IT Service Desk automation came in the form of robotic process automation (RPA). RPA helped enterprises transition from providing labor services to software-as-a-service.

Repetitive tasks that used to take employees significant time to complete, could now be automated using RPA bots which would mimic a series of human interactions and put repetitive tasks on cruise control.

IT Process Automation (ITPA) is a form of RPA which is focused specifically on the needs and pain points of an enterprise’s IT infrastructure. Since IT departments rely on multiple IT systems, processes, and workflows, ITPA requires a more intricate level of programming in order to handle more complex tasks (i.e. multi-factor authorization and password resets, virtual server provisioning and configuration, cyber security incidents, etc).

For Example:
In the case of a password reset, IT service agents would no longer need to login to an application and manually request a password reset. Instead, the agent could utilize ITPA to fully automate the login and password reset process on the backend.

As a result, ITPA gave rise to a virtual workforce which helped enterprises reduce unnecessary human effort and dramatically improve operational efficiency.

Challenges with RPA/ITPA

The biggest drawback with RPA/ITPA is that individual task automation has lower value and a narrow scope whereas automating an entire IT process has higher value and broader scope.

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