LOUISVILLE, KENTUCKY
ATLANTA, GEORGIA
CHICAGO, ILLINOIS
CINCINNATI, OHIO
DENVER, COLORADO
MADISON, WISCONSIN
RARITAN, NEW JERSEY
TORONTO, ONTARIO
BANGALORE, INDIA
HYDERABAD, INDIA

V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
TOLL FREE: 844.425.8425
FAX: 502.412.5869

Denver, Colorado

6400 South Fiddlers Green Circle Suite #1150
Greenwood Village, CO 80111

TOLL FREE: 844.425.8425

Chicago, Illinois

311 South Wacker Dr. Suite #1710, Chicago, IL 60606

TOLL FREE: 844.425.8425

Madison, Wisconsin

8401 Greenway Boulevard Suite #100
Middleton, WI 53562

TOLL FREE: 844.425.8425

Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

TOLL FREE: 844.425.8425

Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Phone: 513.771.0050

Raritan, New Jersey

216 Route 206 Suite 22 Hillsborough Raritan, NJ 08844

Phone: 513.771.0050

Toronto, Canada

1 St. Clair Ave W Suite #902, Toronto, Ontario, M4V 1K6

Phone: 416.663.0900

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
3rd Stage Behind Hotel Leela Palace
Kodihalli, Bangalore - 560008 India

The Undeniable Benefits of RPA for the IT Service Desk

IT Service Desk Employee using RPA Application to submit request

As organizations continue their digital transformation journey and adopt new technologies, IT Service Management has become an indispensable part of every organization. IT service desks need to undergo massive transformation to be more efficient, productive and offer better service delivery experiences.

The IT service desk manages incidents and employee requests like setting up a new laptop, providing access to applications, creating passwords, and fixing hardware. Furthermore, the IT service desk must also address cybersecurity concerns and communicate with employees about maintenance outages and so on. IT service desk processes are manual and repetitive, and can be automated by implementing Robotic Process Automation (RPA).

How RPA Improves the Productivity of IT Service Desk

1. Improved Service Delivery Quality

Typically, IT service desks are overwhelmed with requests and questions that require quick responses, which is not always possible for human agents working on other projects. Furthermore, an IT support professional with a heavy workload is also prone to errors. This not only affects productivity but also negatively impacts user experience. RPA can handle many service requests simultaneously. You just need to programming the RPA bots to follow a set of rules and execute specific tasks. RPA bots can process requests quickly without error.

2. Automated User Management

During the HR onboarding process, the IT service desk is responsible for creating new accounts, setting up a new email account, and other service requests. RPA bots can be programmed to extract information from email exchanges and ITSM tools, structure the information according to an HR template. The bot can then create an account, provide default credentials, notify HR, and close the case.

3. Efficient Incident Management

While some incidents require human intervention, the majority do not, and can be resolved with rule-based actions performed by RPA bots. Using NLP capabilities, bots can identify service request categories based on the user conversation, raise incident, route the incident based on a predefined priority scale with to the appropriate authority or self-help knowledge base article. The bots then update the user until the incident is resolved. This process reduces issue resolution time and improves user experience. If required, the RPA bot can forward issues to human experts especially if any intricate decision-making is involved.

RPA bots can save 120 hours of time or manpower every month. 

-Based on research from UiPath

 

4. Lower IT Costs

The cost per ticket resolution is determined by the time and resources allotted to completing the ticket. The cost of issue resolution increases with request complexity. RPA consumes far less time and resources to fulfil the same amount of requests. Unlike human IT professional, RPA bots don't get tired or take breaks. A single bot can handle any number of user requests, is available 24/7, and shortens resolution time, ultimately reducing cost.

5. Enhanced User Experience

Users are increasingly preferring to solve their problems on their own instead of relying on and waiting for their IT department. Automating basic service offerings to let users file tickets and track the status on their own improves user experience.

Conclusion

RPA offers a tremendous advantage to the IT service desk and augments IT workers by taking over tedious and repetitive tasks while allowing those professionals to focus on more value-based tasks.

Robotic Process Automation Guide

Topics: ITSM, IT Service Management, IT Service Requests, RPA

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