{"id":43383,"date":"2025-07-31T09:00:00","date_gmt":"2025-07-31T08:00:00","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=43383"},"modified":"2025-05-07T15:33:51","modified_gmt":"2025-05-07T14:33:51","slug":"itsm-automation","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/itsm-automation\/","title":{"rendered":"How ITSM automation transforms your IT service desk"},"content":{"rendered":"

If you’re running an IT department, these three goals are probably pretty high up your agenda: 1. Becoming more efficient, 2. Reducing manual effort, and 3. Improving service delivery. Well, we come bearing good news. ITSM automation is here and it\u2019s helping companies like yours to rise up and tackle not one, not two, but all three of these goals. We appreciate that you might be feeling skeptical about this, but in this article, we\u2019re going to do our best to convince you that automation in ITSM is a productivity game-changer.<\/p>\n

What is ITSM automation?<\/h2>\n

Let\u2019s begin by defining our terms. IT service management\u2014or ITSM\u2014is the name you give to the strategy companies like yours have in place to manage the processes and tools that make IT teams\u2019 lives more efficient. These could include your IT team\u2019s go-to approach for managing service requests, fixing issues, and keeping customers happy. As you might expect, we\u2019ve written extensively about ITSM\u2014read our full breakdown of what ITSM is<\/a> if you\u2019d like a deeper dive.<\/p>\n

According to IBM<\/a>, automation is the application of technology, programs, robotics or processes to achieve outcomes with minimal human input. From that definition, you might be able to see how automation in ITSM is a natural fit. ITSM ops are naturally process-oriented and consist of multiple touch-points. It only makes sense\u2014given that businesses exist to make profit\u2014to ensure your processes are as efficient as possible.<\/p>\n

Service automation<\/a>, implemented through ITSM software, can be a powerful tool to do just that. It can transform your ITSM-related processes into a slick, well-oiled machine that is efficient, cost-effective and frees up your IT team from dull, repetitive tasks that absorb their time, and limit their capacity to proactively solve problems. Just think how much time incident management currently takes up in your company. ITSM software and service desk automation can put an end to the endless tail-chasing and give your IT team an opportunity to breathe.<\/p>\n

Want to dive deeper into the tools that make automation in ITSM possible? Check out our ITSM software guide<\/a>.<\/p>\n

ITSM automation use cases<\/h2>\n

ITSM automation comes in a variety of shapes and sizes. Whether that\u2019s automating your incident management, change approvals, or in the creation of self-service portals, automation in ITSM improves efficiency, reduces manual effort and enhances service delivery.<\/p>\n

With ITSM software like TOPdesk<\/a>, teams can harness automation without writing a single line of code, improve SLA performance, and empower users through smart self-service. By handling repetitive tasks automatically, TOPdesk frees up your people to focus on more strategic, high-impact work.<\/p>\n

Read more about what five everyday tasks you could automate<\/a> or explore TOPdesk’s AI features in this webinar<\/a>.<\/p>\n

How Ferranti streamlined service delivery with ITSM automation<\/h3>\n

Now let\u2019s look at how one of our clients, Ferranti<\/a>, an energy software provider, streamlined their internal IT support services by finding a smarter way to manage internal requests. With over 54 customers in more than 18 countries, Ferranti\u2019s main roadblock was manual processes that were time-consuming, inconsistent, and hard to scale as the business grew.<\/p>\n

By partnering with TOPdesk, Ferranti implemented service automation that replaced scattered email chains and manual handoffs. Automation played a central role in Ferranti\u2019s transformation. Repetitive tasks, like password resets<\/a> and onboarding requests, were handled automatically, using Action Sequences<\/a>, freeing up time for support teams to focus on more complex issues\u2014a big win.<\/p>\n

The results? Ferranti saw significant improvements in response times and resolution rates. Thanks to Action Sequences and service automation, internal teams now spend less time managing emails and more time solving problems. This shift not only improved operational efficiency but also boosted employee satisfaction.<\/p>\n

Today, Ferranti\u2019s employees enjoy a smooth, consistent experience across multiple service areas, powered by automation. Their story is a powerful example of how automating simple processes can deliver real value across an entire organisation. To standardize how your team approaches IT service management, have a peak at our ITSM platform<\/a>.<\/p>\n

The human side of ITSM automation: empowering, not replacing your team<\/h2>\n

Let\u2019s be honest: the word \u201cautomation\u201d can sometimes make IT professionals feel a little uneasy. There\u2019s a fear that machines are going to swoop in, take over, and render the human side of IT obsolete. But automation in ITSM isn\u2019t about replacing your team. It\u2019s about empowering them.<\/p>\n

Think of it this way: your team\u2019s time is too valuable to be wasted resetting passwords, reassigning tickets, or responding to the same question for the hundredth time. These aren\u2019t the tasks they signed up for, and they\u2019re certainly not where they add the most value. Automation handles the repetitive, time-sapping stuff so your team can focus on what really matters: solving complex problems, improving systems, and proactively delivering better service.<\/p>\n

When Ferranti automated routine requests, it freed up brains. Their IT team could finally step away from the backlog and start thinking more strategically. Morale went up. Job satisfaction increased. And crucially, the business started to benefit from a team that had the time and space to innovate.<\/p>\n

So yes, automation does save time and cut costs, but let\u2019s not overlook the human benefits. Your people are your biggest asset. Let\u2019s help them do the work that energizes them.<\/p>\n

ITSM automation: beyond efficiency<\/h2>\n

Most conversations around ITSM automation centre on speed and savings. And fair enough\u2014those are big benefits. But there\u2019s another layer that often gets missed: automation is also an engine for continual improvement. When your processes are automated, every action generates data. Patterns emerge. You start to see which issues crop up again and again, which services get the most requests, and where tickets tend to get stuck in the system. And once you can see those patterns? You can fix them.<\/p>\n

Automation doesn\u2019t just help you deliver services faster, it helps you deliver them better. Automatically triggered surveys can capture feedback in real time. Built-in analytics can show you which teams are under pressure and which processes need fine-tuning. And automated workflows ensure that improvements don\u2019t just sit in a document\u2014they get rolled out and embedded, instantly. Automation turns ITSM from something static into something that grows, learns and can evolve.<\/p>\n

Building the business case for ITSM automation: metrics that matter<\/h2>\n

If you\u2019re sold on the benefits of ITSM automation but need to convince the rest of the business, this section\u2019s for you. Let\u2019s talk numbers.<\/p>\n

Automation isn’t just about making your life easier, it delivers the measurable results that matter to your leadership. Here are a few service desk KPIs<\/a> worth tracking:<\/p>\n