Today’s service desks must evolve to stay relevant, users expect to request help from IT support in the same way they shop, bank, or update their profile status. In order to meet the needs of their customers, service desk organizations must keep pace with changing expectations and modernize the way information and services are delivered. Automation tools enable IT organizations to model and automate any IT process, including service desk tasks. Automation offers important benefits:
• Time savings: Issues and requests are handled at machine—not human—speed.
• Cost savings: After automation is set up, there are no additional costs for handling requests.
• User satisfaction: Workers gain control and convenience from self-service.
This white paper presents an example of service desk automation using BMC Atrium Orchestrator. In addition to walking through the automation process, the paper calculates business, IT, and user benefits.