Thought Leadership

Automating IT Processes

May 03, 2021

Automating IT Processes

RPA is a lighter alternative to integration, because it doesn’t require IT integration or legacy system updates.

In many cases IT organisations can benefit from automation when migrating data out of retiring systems. In larger organisations, IT help desks receive numerous simple service requests that can be easily automated by utilising Robotic Process Automation and Artificial Intelligence.

Automation of Routine Requests

The IT helpdesk typically receives masses of requests such as resetting of passwords or entering user accounts into a system. Digital Workers help their human colleagues in by picking up the routine tasks from the ticket system leaving more time for people to handle the complex tasks.

Classify Incoming Emails

If the helpdesk traffic is coming from unstructured channels, requests may often be incomplete blocking execution. In many cases, front line personnel classifies or translates the request and routes to the next line of staff for processing. Usually, RPA is faster and more reliable at classifying requests and can eliminate delays and the human factor from the first step of processing requests.

Analyse and Handle Tickets

IT helpdesk ticketing systems often contain a small set of structured data complemented by free format text such as email. Often, RPA alone is not intelligent enough to analyse the free text containing a more detailed explanation of the problem, but when complemented by NLP skills, the robot can understand enough of the request in order to further classify and reroute the request, or report recurring symptoms in a mass of tickets.

Clean Data

The data in legacy systems may be outdated and needs to be cleansed before being entered into a new system. It is not uncommon that legacy systems hold data from many years, even decades. Often cleaning of master data may represent a significant amount of work budgeted for introducing a new system. RPA is used to cross-check data, remove duplicates or to bring up inconsistencies in the data.

Access, Copy and Verify Data

In legacy systems, the database structures have often been corrupted over the years. The fields no longer contain the data they originally did. And the documentation does not reliably reflect changes implemented over the years. In such cases, the User Interface may be the only reliable tool to interpret the data in the system. RPA helps in accessing, copying and verifying the data much faster than any human could ever do.

Provide Automated Service 24/7

IT helpdesk staff are often expected to provide service 24/7. RPA robots are often used to serve clients on the night shift through chatbots, IVR or similar interfaces that perform time-critical activities or send notifications to those on call to assist when a robot falls short of skills but evaluates the situation as severe enough to notify a backup person.

What other IT processes would be suitable for automation?

   HIGH Automation Potential   

   MEDIUM Automation Potential   

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