How can RPA Accelerate IT Service Management Implementation Process?

Some ITSM processes continue throughout the day, while others seldom occur

Fremont, CA: IT service management (ITSM) is among the most important and time-consuming roles in any IT department. The numerous ITSM duties are employee onboarding and offboarding, password management and resets, application service-level management, and help desk complaint resolution.

Many ITSM duties are critical components of risk management rules and processes. For example, unauthorized employees – or even ex-employees – may access key corporate networks and resources if tasks get completed too slowly or incorrectly. Aside from security processes, many additional user management jobs involve keeping staff happy and productive and ensuring that essential IT service levels are met.

Let's take a closer look at one ITSM scenario: onboarding multiple new staff. The organization is likely to maintain a spreadsheet file with information on each employee's new employee. The crucial aspects are first and last names, job titles, phone numbers, organizational unit, department, direct manager, and the groups each new employee will join.

The IT department utilizes such information to create a new user profile in Active Directory and a mailbox in Microsoft Exchange Server connected with the user's account. The IT staff will establish an initial unique password to create the new user account in Active Directory and then force a password change to require the user to create a new password when they first log in. Furthermore, each new employee's unique user identity should get added to the relevant group or groups to have access to the necessary IT applications and systems connected with respective groups and roles.

When the onboarding process gets performed manually, IT workers can consume a large amount of time and money. Fortunately, by embracing robotic process automation, firms may avoid many of the negative consequences associated with this and other user management duties (RPA). RPA, for example, can fully automate the entire onboarding process, from extracting new employee spreadsheet data to connecting and talking with Active Directory and Exchange Server, as well as creating new user accounts and mailboxes.