Exploring the Event-Driven Approach in Accelerating ITSM Automation

There are a myriad of tasks, workflows, and processes within an IT organization that should be automated. The benefits of automation go beyond saving the enterprise money, as it also frees up time for the service desk agents to work on mission critical tasks and projects, such as those pertaining to increase customer satisfactions. However, most of the traditional workflow process models stemmed from a “factory-styled” view where processes tend to flow sequentially, or sometimes in parallel, but they would all follow a predetermined route. With the rise of the “modern enterprise” in which the “knowledge workers” need more flexibility in meeting the ever-evolving daily demands in the workplace, systems require a much higher level of agility. We will take a look at how the event-driven approach is a better alternative that can provide a more streamlined and efficient ITSM automation process.