Matt Cox, Senior Director, Sales Engineering, SolarWinds ITSM
In a recent survey, 63% of IT pros* said automation will be among the most critical features to enhance the employee experience in 2020.
The service desk is one of the easiest and most powerful areas of IT to automate, and it has a direct impact on the employee experience. But there are some prerequisites to building service automation.
In this presentation, we’ll provide a full checklist to setup service desk automation, including:
- Goals for automating incident management and service workflows
- How to build categories, subcategories, and other key points of data collection
- How to ensure accurate data to power effective automations
- How to create an employee-facing portal that allows your team to leverage automation
*ITSM Survey on THWACK.com of global SolarWinds customer base in September 2019; 215 total responses.