May 9, 2024

Automate to Elevate: Revolutionising Service Management with Automation

What is Automation?

Automation remains to be one of the oldest buzzwords in technology. It profoundly impacts how we work, saving businesses billions of dollars through streamlining business processes.

The Oxford Dictionary defines automation as 'the use of machines and computers to do work previously done by people'. However, at Service Quality, our definition is different again. To us, automation is about enabling businesses to do more with less through the application of technology to create, monitor, and control the delivery of services. 

Why use Automation in ESM?

In today's fast-paced and competitive business environment, where agility and efficiency are essential, organisations constantly seek ways to streamline operations and elevate customer experiences. One such area that offers significant potential for enhancement is Enterprise Service Management (ESM). 

By integrating automation into Enterprise Service Management (ESM) processes, organisations can optimise their service delivery and pave the way for long-term success across various service areas. As a leading integrator in the Service Management space, we recognise automation's pivotal role in driving organisational excellence. In this blog, we delve into why automation in ESM is indispensable for businesses aiming to thrive in the digital age.

The Benefits of Automation in ESM

Having spent the last 16+ years solving an array of complex Service Management challenges through automation, Service Quality has observed several benefits realised:

Enhanced Efficiency and Productivity

Automation eliminates manual, repetitive tasks, allowing employees to focus on value-added activities contributing to business growth. Organisations can significantly reduce response times, accelerate resolution rates, and boost overall productivity by automating routine processes such as service request fulfilment (e.g., software request through to deployment). This new found efficiency empowers employees to work smarter, not harder, driving operational excellence across the enterprise.

Improved Service Quality and Consistency

Automation ensures consistency in service delivery by adhering to predefined workflows and standards. By standardising processes, organisations can mitigate the risk of human error and ensure that service levels remain consistently high. Whether it's provisioning new resources, updating software, or managing IT assets, automation ensures that tasks are executed accurately and promptly, thereby enhancing the overall quality of service and customer satisfaction.

Cost Reduction and Resource Optimisation

Manual processes are not only time-consuming but also resource-intensive. By automating repetitive tasks, organisations can significantly reduce operational costs associated with labour, errors, and inefficiencies. Moreover, automation enables better resource allocation by reallocating human capital to more strategic initiatives that drive innovation and business growth. This optimal utilisation of resources translates into cost savings and improved profitability, positioning organisations for long-term success in a competitive market.

Agility and Scalability

In today's fast-paced business environment, agility is paramount. Automation in ESM equips organisations with the agility to adapt quickly to changing business requirements and scale their operations seamlessly. Whether onboarding new employees, deploying software updates, or managing service requests, automation enables organisations to respond rapidly to evolving needs without compromising quality or efficiency. This agility enhances competitiveness and future-proofs organisations against emerging challenges and opportunities.

Data-Driven Decision Making

Automation generates a wealth of data that can be leveraged to drive informed decision-making and continuous improvement. By capturing and analysing metrics such as response times, resolution rates, and user satisfaction scores, organisations gain valuable insights into their service performance and areas for optimisation. These insights enable organisations to fine-tune their processes, identify bottlenecks, and implement proactive measures to enhance service delivery continuously.

Where Do I Start?

While some organisations have progressed in introducing automation into their service management practices, most still need to. Thankfully, Service Quality has created a high-level guide on where to start. By following these steps, you can effectively introduce automation into your service delivery operations and reap the benefits of increased efficiency, productivity, and customer satisfaction.

Step 1: Indentify Repitive Tasks

Identify and analyse existing data to define your team's most common and repetitive tasks. These could include password resets, software installations, account creations, mailbox redirects, or system access. Make a list of these tasks and estimate the time spent on each.

Step 2: Automation Tools

Research and select automation tools that align with your needs and budget. Thankfully, the ESM solution Service Quality promotes, Ivanti Neurons for ITSM, posseses a potent workflow engine, which can leveraged for such innovations.

Step 3: Start Small

Start by automating one or two simple tasks to familiarise yourself with the automation process and tools. For example, you could automate password resets or system access. This will help you gain confidence and demonstrate the benefits of automation to your team.

Step 4: Create Workflows

Map out the workflows for the tasks you want to automate. Define the steps involved and any decision points or conditions that need to be met. Work closely with yourteam to ensure the workflows are accurate and reflect current processes.

Step 5: Test and Interate

Test your automated workflows in a controlled environment to identify issues or bugs. Gather feedback from your team and make any necessary adjustments to improve the automation process. It's important to iterate and refine your workflows based on real-world usage.

Step 6: Monitor and Measure

Monitor theperformance of your automated processes regularly. Track metrics such astime saved, ticket resolution times, and customer satisfaction scores. Usethis data to measure the impact of automation on your service desk operationsand identify areas for further improvement (this is HUGE for continual serviceimprovement).

Step 7: Scale Up

Once you have successfully implemented automation for a few tasks and seen positive results, gradually scale up to automate more complex processes (i.e., User Onboarding). Continue to identify opportunities for automation across your service delivery operations and prioritise them based on potential impact and feasibility.

Step 8: Stay Agile

Technology and business needs are constantly evolving, so staying agile and adapting your automation strategy is important. Keep abreast of new automation techniques, and be prepared to iterate and refine your processes as needed.


In conclusion, automation in Enterprise Service Management is not just a luxury but a necessity for organisations aspiring to thrive in the digital age. By harnessing the power of automation, organisations can unlock unprecedented efficiency, agility, and innovation across their service areas, paving the way for sustainable success in an ever-evolving business landscape. As a trusted integrator in the Service Management space, Service Quality is committed to helping organisations harness the full potential of automation to drive operational excellence and achieve their strategic objectives. Contactus today to embark on your journey towards a more efficient, agile, and prosperous future.

About Service Quality:

Founded in 2007, Service Quality survives on a simple but powerful idea: empower you to do more with your Service Management and Security solutions. With cutting-edge support and award-winning security and service management practices, you can be sure that Service Quality will help maximise your Service Management investment. Today, hundreds of thousands of users rely daily on Service Management and Security solutions designed and implemented by Service Quality to make their work flow.

Written By: Angus Kenny - Director, Enterprise Solutions