Automation tools within an IT service desk don't only apply to IT functionality. Instead, advanced IT service management functions can be applied to line-of-business processes to drive innovation across departments like HR, facilities and marketing. Furthermore, effective service management practices can also smooth operations between different departments, which can prove invaluable in a variety of operational tasks.
Getting started with a plan to automate line-of-business tasks can be difficult as you work to identify the right ways to integrate process automation into operations throughout the enterprise.
Here are some quick tips that can help you get started in your line-of-business process automation plans:
1. Streamlining Employee Onboarding
Getting new employees set up can require workers in multiple departments collaborating to get paperwork filled out and filed, set up workstations, handle security/identification badges, establish passwords and create company accounts. Normally, HR workers will have to email everybody involved and hope they do everything in a timely manner. A service desk that implements line-of-business processes can send all of those communications in one click and simplify the entire process.
2. Submitting Facilities Requests
Many of your workers may not even know who to talk to if they are having a facilities-related problem. Furthermore, facilities teams have to do everything from changing light bulbs to more complex repairs that require specialized skills. Integrating day-to-day service requests with automation systems can simplify and improve the ticketing processes involved with facilities teams.
3. Accelerating Internal Marketing Processes
Any internal marketing campaign, whether it be creating branded pens or getting employees behind the company culture through videos, ends up featuring complex processes that require input from a variety of stakeholders. Process automation can step in to eliminate the collaboration hurdles in these projects and ensure businesses are positioned optimally to complete internal marketing operations quickly.
4. Easing on-Conventional IT Challenges
IT workers spend most of their time supporting back-office processes, but sometimes they have to step into the front office to set up phones or install new workstations. These mundane processes can easily slip into the back of the mind of IT workers and not get prioritized, but they are critical for business users. The solution is to automate the notification processes that will remind IT workers to handle these basic, unconventional tasks in a timely manner.
5. Making Benefits Changes
Altering benefits plans involves a variety of stakeholders and completing the right processes at the right times is vital to avoiding gaps in coverage and other problems. Connecting all of the stakeholders and making sure they understand process timelines is much easier when the foundational processes that do not require human interaction are automated.
6. Dealing With Logistical Tasks
Facilities teams have plenty of logistics to deal with, potentially including managing parking spaces and access control. Managing the breadth of logistical tasks needs to happen perfectly because any disruption can end up having a major adverse impact on workers. Automating the processes that go into these logistics makes it much easier to deal with complex processes by ensuring team members do not end up dropping the operations ball.
7. Eliminating Human Error
Line-of-business processes are often extremely complex and require careful coordination. As such, any small human error can set a project back and lead to disruption for users. Eliminating human error is critical in enabling organizations to avoid the small mistakes that are easy to make when dealing with challenging processes.
Line-of-business automation may not be something that you are thinking about when you first look into service desk solutions. However, IT teams facing pressure to deliver value through a service desk investment can demonstrate a significant ROI by implementing line-of-business process automation.