Process Automation has already proven itself as a great alternative for improving the performance of all types of teams in many different scenarios.
IT Operations Teams normally operate under a lot of pressure to maximize performance, efficiency and resource usage – all that while working towards reducing costs.
This means they’re expected to provide the best output possible without adding more members to teams that are already compact to begin with.
To sum things up, in order to ensure their competitive edge in a very competitive landscape, these operation teams are literally expected to find ways to do more with (a lot) less.
While it may all seem like a lot to cope with, modern IT operations teams have come up with a simple and effective way to do that: automation! Here are a few of the reasons why IT operations teams should automate their processes.
Why should IT Operations Teams automate their processes?
Instead of getting into the general benefits of automation (we’ve already done that, check out this article about the benefits of automating processes) we’ll focus on pointing out five good reasons why operations teams should consider automating their processes.
Do more spending less
Hey, isn’t that what we just pointed out as one of the biggest pre-requisites for IT Operations teams? Yep, process automation allows these teams to lower their operation costs by eliminating common errors normally associated with the ‘human element’ of the processes, such as system outages, human errors and the need of redoing work because it didn’t meet the pre-established quality standards.
With IT process automation these mistakes can be significantly reduced (if not completely eliminated), saving businesses a lot of money and improving the cost/profit ratio.
Make the most out of your people
We’ve already said that IT operations teams are expected to do more with less (less money, less people, less time, etc.). Coupling that with the high skill level expected from IT professionals, doesn’t it seem like a huge waste of these highly skilled professionals’ time to expect them to do menial, easily automated tasks?
The answer is yes, of course! Instead of spending their precious time on tasks that don’t demand their level of expertise, these IT professionals can focus their efforts on complex and strategic tasks, as well as developing their skill sets even further.
Automation helps you ‘get rid’ of tasks that would normally occupy a lot of your team’s time and would require adding more people to the team to handle them.
The conclusion is that automation helps the same number of team members handle a lot more work.
Make less mistakes
As we’ve mentioned before, crossing out the human element of certain activities can be highly beneficial to operations teams performance. As dedicated and competent as your employees may be, humans are prone to making errors – especially when we’re talking about everyday, repetitive tasks.
It has been scientifically proven that people occupied with repetitive tasks are more prone to making mistakes and if we consider that mistakes mean spending more money correcting it, that may be a huge problem for the team’s efficiency.
When these teams choose to automate these mundane, repetitive tasks, however, these seemingly unavoidable mistakes are drastically reduced if not altogether eliminated.
Kick inefficiency to the curb
Stop for a moment and think about all the tasks your IT operations teams perform that are repetitive, time consuming and done manually. These are exactly the type of tasks that could be automated in order to save your team’s time and money all that while skyrocketing your efficiency levels.
Yes, it may seem repetitive to say this over and over again (just like those repetitive tasks you could automate), but it’s very important to stress how big a difference automation can make in your team’s (and your company’s) performance.
Attain higher satisfaction levels
I know you were thinking the benefits of automation were mainly centered internally in your company. Well, guess again! Automation allows your IT Operations teams to provide a much greater level of support, not only when it comes to your internal customer (other teams) but also to your actual paying customers.
Process automation allows you to reduce points of contact but it also allows you to qualify these contact opportunities a lot further. By adopting a customer support automation structure you’ll reduce the need of getting in touch with a help desk professional by providing self-service support options.
Qualifying the customer’s needs by automating the first steps of your support structure (such as offering the possibility of choosing the reason why they’re getting in touch and specifying the subject of their request) will allow your helpdesk team to get back to the customer prepared with specific knowledge what will significantly cut down the time spent on each ticket.