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Maximizing Efficiency with IT Support Automations

The modern workplace is now extensively digitalized which has brought complexity alongside the benefits that the digital age has created. Some digital technologies that were designed with efficiency in mind, have started to cost unnecessary time and money to maintain.  

Getting more done with fewer resources is the unwritten law of the successful modern workplace. This fits with the ethos that technology should serve to make our lives simpler rather than more complicated. To integrate your digital environment, you can introduce business process automations into your IT support. 

IT Support Automation: what is it and why do it?

IT support automation is a subset of Business process automation, which has transformed the workplace by automating tasks that would otherwise have required manual labor. Nearly everything we do at work has a series of steps that assist us accomplish our final goal as precisely and regularly as is practical. 

With automation, steps and processes in an organization’s workflows can be made to work automatically for the business, saving labor time and money for the organization. In our digital world, these tools are becoming more accessible and yet more essential for workplaces.  

IT support automation specifically focuses on how to automate IT processes for the business, this can include basics such as automated password resets, to other processes like automating the rollout of patches and updates throughout the organization’s channels and devices.  

Here are 10 ways for organizations to rollout automated IT support that saves energy, time and money.  

8 Ways to Automate your IT Support Processes

  1. Ticket and Incident Routing and Escalation

Automate the process of ticket routing based on predefined rules without human input. For example, a ticket submission form can include fields that capture the nature of the issue which can lead to referrals to the appropriate source for support, as well as existing support guidance if it is available.  

  1. Self-Service Portals

Relatedly, developing self-service portals where employees can find solutions to common IT issues, access FAQs, and troubleshoot problems independently, is another great way to streamline IT support. This reduces the submission of routine queries and allows more time to tackle more complex support requests.  

  1. Automated Password Resets

Automated password resets are one of the most common automations of IT support, with many providers offering them as a part of their service to provide a convenient experience. Wherever possible in your organization, you can automate password reset requests so that employees can access their devices securely using an alternative verification route, such as mobile 2-factor authentication.  

  1. Proactive Monitoring and Alerts

Utilize automated monitoring tools that continuously monitor IT infrastructure, systems, and applications for potential issues. Set up alerts to notify IT teams about critical events, enabling them to address problems before they escalate. Doing this across a range of platforms and devices can be tricky, but a dedicated Managed Service Provider can help you to set up a monitoring system that can give you a holistic picture of your IT systems, their security, and their performance. Alerts from these monitoring systems can detect and resolve issues that emerge, sometimes long before a human notices them!  

  1. Patch Management

Patch management enables you to seamlessly roll out updates for your operating systems, applications and security software in a seamless way across your IT network. This can save time and avoid misalignments by rolling out these updates without human effort which can save time, avoid confusion, and ensure consistency across your IT systems.  

  1. Chatbots and Virtual Assistants

Implement chatbot or virtual assistant technologies that can handle basic IT support inquiries and provide automated responses. Using data, these technologies can draw upon existing guidance, keywords and company policies to provide helpful responses. They can also be scripted to follow a set process for capturing and organizing tickets and incidents in a way that is more interactive than submissions via emails or forms for example.  

  1. Service Request Management

Alongside tickets and incidents, organizations can automate the handling of service requests such as hardware or software provisioning, access requests, or equipment repairs so that these are processed and handled quickly and with accuracy.  

  1. Reporting and Analytics

Reporting and analytics automatically generate actionable data for your organization so that it can make insight-driven decisions with greater speed and clarity, compared to siloed and manual data-collection processes. 

Use automation to generate reports and gather analytics on IT support performance, ticket volumes, response times, and recurring issues. This data provides insights for process improvements and helps with identifying opportune trends and additional areas that can be further automated.  

IT Support – Youngstown, Boardman, Mahoning County, Ohio 

If you are in Youngstown, Boardman, Mahoning County, Ohio and you need IT support for your business, then Cyber Express can help you. At Cyber Express we specialize in Technology and finding solutions for the problems that can arise from it. So, if you need any assistance, call us today and we’ll be glad to help.