The Best ITSM Integration Use Cases for Enterprise

The quest for interesting and worthwhile experiences at the service desk is posing new problems for IT departments—and for a good cause. When a company needs more streamlined IT operations, ITSM elevates the typical IT strategy to a whole new level, and it doesn’t stop at ITSM.

A new approach that elevates ITSM has emerged in light of the changing times: ITSM integration. The act of linking ITSM systems and those from third parties together to give customers a smooth experience while boosting business productivity is known as ITSM integration. In this article, we will be covering the best ITSM integration use cases for enterprises.

ITSM integration use cases

1- Employee Onboarding & Offboarding

When the transactions are performed manually, definition errors happen, and more time and effort are needed when there are a lot of requests. High IT workloads may make it difficult or even impossible to meet demands on time. But at the other hand, security problems could arise if the rights & authorities weren’t terminated promptly, particularly during the dismissal proceedings. Manual operations that are prone to errors and the time and effort expenses associated with repeating the same task degrade efficiency and result in time and financial losses. Additionally, if user recruitment or change requests are not met in a timely manner, internal unhappiness may develop.

The ITSM application’s requests for new user creation, updates, or closing are answered by the software in a timely and error-free manner thanks to Autom Mate’s ready-to-use Employee Onboarding integrations.

2- Chatbot Integrations

In the digital age, integration is a crucial component of any software product and therefore is crucial for improved communication between various organisational divisions. Additionally, it facilitates the streamlining of workflow procedures, making it simpler to transfer information between teams as well as with outside partners who might be knowledgeable about a different sector or area. Organisations can benefit greatly from ITSM integration.

WhatsApp / MS Teams Integrations

With the fully prepared capabilities offered by Autom Mate, it is possible to integrate WhatsApp and MS Teams using ServiceDesk Plus in a matter of minutes and create appropriate apps with no-code or low-code features for the needs of particular business processes. These features enable customers to use ITSM/ESM applications without altering their own routines, which contributes to a client base that is happier and much more devoted. Automating procedures enables businesses to boost operational efficiency.

3- Virtual Machine Provisioning

Virtual Machines are one of the most important resources in a data centre. They are used to host many different types of applications that are running on the cloud. They can provide compute power, storage capacity and networking connectivity to these applications. The process is conventionally handled by an IT specialist who has access to all the necessary information about virtual machines and their configuration requirements. This process is manual and time-consuming which leads to errors and delays in provisioning virtual machines.

Thanks to ITSM integrations, the whole VM provisioning process can be automated. For example, integrating existing ITSM systems such as Jira ServiceDesk lets APIs send event notifications before, during, and after the provisioning process. Therefore, IT teams can automatically enable server requests in an instant.

4- Incident Management

Incident management is the practice of reacting to unanticipated occurrences or unexpected interruptions to keep the business running & return to normal operations with the least amount of disruption. Improved SLAs, faster incident resolution, avoiding outage losses, and faster incident management all contribute to a better end-user experience.

For example, ITSM integration with CRM helps in managing incidents in a better way by providing an incident-centric view of customer engagements. It also helps in identifying opportunities for upselling and cross-sell as well as identifying repeatable incidents that can be resolved using automation techniques.

5- Asset Management

Asset management, which is a key component of the IT workflow, is the act of managing & controlling the lifecycle of an asset. It enables an organisation to know what assets it has, where it is located, and in which condition it is. The correct tools and strategies for managing assets can assist increase efficiency, effectiveness, and accuracy. This would be made easier with ITSM and ERP collaboration to track user tickets linked to purchases, usage, maintenance, and disposal.

6- Problem Management

An incident is a symptom, but a problem is the underlying cause of an incident. To prevent similar problems in the future, problem management analyses root causes and assists in their correction. The advantages of problem management seem to be comparable to those of incident management. However, they have a much greater overall impact. These advantages include raising the level of service quality overall, identifying long-term solutions to incidents, reducing the amount of time required to resolve issues, and raising satisfaction among employees and customers. 

Like in incident management, ServiceNow app integrations with ITSM is one of the great examples of creating a seamless problem management process to deal with an increasingly complex IT environment in which traditional ITSM solutions are unable to provide adequate support.

7- Workload Optimisation

Analytics powered by machine learning can assist your staff and manage your IT service desk more effectively. The first step in taking advantage of this opportunity is to make sure that there are enough employees to satisfy the future demands for IT assistance. This may involve taking into account their respective levels of experience and abilities. To prevent overworked service desk analysts and excessively delayed tickets, it could be improved to guarantee that the filling of their request queues is optimised automatically. When necessary, the automated reassignment of the requests in queues may also be a part of this ticket distribution optimisation.

8- Notification Service and Central CMDB (Central Asset Management)

A software for ITSM is called ServiceDesk Plus. It offers superior visibility, and centralised management of IT issues to guarantee that organisations experience minimal downtime. By monitoring your essential alerts on SolarWinds from the ServiceDesk Plus ITSM application instance, you can perform efficient event management with the help of the SolarWinds alert and CMDB automation bot.

CMDB ITSM integration

The ServiceDesk Plus application, your ITSM application, issues an event ticket when a critical alert is discovered by the SolarWinds application (your monitoring application). Brings the ServiceDesk Plus actions and notes to the pertinent SolarWinds critical alert. The record’s status on the ServiceDesk Plus code change once the SolarWinds warning is handled. This integration bot makes sure that the servers and networking devices are routinely added to the ServiceDesk Plus application’s inventory. The transferred inventory’s information is updated on the ServiceDesk Plus application whenever there is a change. The notification service allows you to instantly deliver an alert after it has been triggered. You’ll be able to see problems early on and contact the appropriate person to address them immediately.

Different team collaboration (Jira & ITSM)

The end user’s demand created in the ITSM software is not sent to Jira during the daily workload, which results in issues like not notifying the end user of the activities performed by Jira or a delay in responding to the end user. As a workaround, manually moving requests made through the ITSM program to Jira, manually transferring actions made by software developers to the ITSM software, and manually notifying the user puts a significant burden on the IT staff and wastes their time. It makes the workplace less effective.

Thanks to the Jira integration bot of ServiceDesk Plus that was created on the Autom Mate platform, any error records (incidents) that are opened in the ServiceDesk Plus and software will open as a bug-type issue report under the appropriate Jira project. It changes the pertinent record in the ServiceDesk Plus program based on actions done in the Jira application, notifying the end user of the update. The photos contained in the data are transported in attachment files in each of these integrations.

Integrate, Automate, Streamline—All In the Same Platform

At Autom Mate, we’re investigating every aspect of automation in an effort to make the technology accessible to everyone, and a significant portion of our knowledge is derived from our corporate application integration platform.

Autom Mate lets businesses interface ITSM software with external apps and flows like ManageEngine ServiceDesk Plus, 4me, ServiceNow, Micro Focus, Jira, and more by providing simple-to-use action libraries. The most well-liked ITSM programs, including ServiceDesk Plus, 4me, ServiceNow, Micro Focus, and Jira, are easily integrated with business programs and systems. Additionally, you may benefit from ready-to-use ITSM integrations and find new ITSM use cases thanks to Autom Mate’s expanding marketplace. Explore our automation solutions in more detail here, or request a live demo to receive a free trial.

Increase Customer Service Quality With RPA and Chatbots

It’s undoubtedly the age of consumption. Therefore, the demands are increasing day by day. As it has always been, what is necessary for businesses is to reduce costs and increase sales while meeting these demands. Customer service is one of the issues that almost all companies should pay attention to.  According to consumer experience survey statistics, almost 76% of consumers consider customer service a measure of how much a company values its customers. Fortunately, customer service automations are here to transform the customer experience.

Benefits of customer service automation

Anyone who wants to improve customer service mostly pays attention to the following: Increasing brand awareness, increasing trust in the brand, obtaining high sales, and maintaining the number of customers. When a business tries to communicate with its customers through a voice response system (IVR) or long e-mails, customers can easily abandon their transactions because they cannot easily report their requests or complaints. This causes the business to lose potential customers. At this point, Robotic Process Automation (RPA) and chatbots are a lifesaver in customer service automation.

 

What is Robotic Process Automation?

Robotic Process Automation (RPA) enables some robots, which can also be called intelligent software applications, to perform certain tasks. Software robots do things that humans can do. For example, these robots can understand things displayed on computers, navigate systems, perform keystrokes, and reveal data. In addition, customer service RPA software robots can automatically perform all given tasks much faster and more accurately than humans. 

RPA can be integrated with a chatbot so that it can access data and store information with legacy systems via APIs. There are various RPA providers that can be integrated with chatbots.

How Can Customer Service Improve with RPA and Chatbots?

RPA and chatbot technologies have many advantages in terms of customer service. Some of the benefits of customer service automation are:

 

Reduced Costs

RPA customer service tools save costs, which in turn leads to increased efficiency. When customer service representatives use a system that works with RPA and Chatbot, the average processing time (AHT) is considerably reduced. Therefore, processing costs are also reduced.

Faster Processes

With the combination of Robotic Process Automation, chatbots can easily navigate legacy enterprise systems to gather information. Thus, this process is much faster than when a manager is involved. 

Additionally, RPA and chatbot tools provide a more personalised customer experience. In chatbots used by companies, a solution is provided by offering options based on the specific problem or request a customer has.

Process Improvement

RPA improves the predictability of processes, complies with regulations, reduces errors, and increases efficiency. In general, it ensures that changes in the system are recorded without errors. RPA customer service bots run audits and keep work processes up to date.

Customer Service RPA Use Cases

Improving Customer Experience

According to statistics from Microsoft, approximately  58% of American consumers are considering switching companies because of poor customer service. RPA improves customer experience and provides better quality service. Customers can reach businesses 24/7 thanks to the created chatbots. These chatbots ensure that the right people can be matched with problems. 

Most people wait in line to talk to customer service representatives, and sometimes they may not get any feedback. This is a very bad situation for a business. But thanks to RPA technologies, this will no longer be a problem.

Improvement in Business Satisfaction

Customer satisfaction is not the only issue associated with RPA technologies. The use of these software robots is also very important for managers and employees. Employees spend a lot of time and effort finding and monitoring customer information in too many systems. RPA customer service technologies ensure that all these processes are completed quickly and that these tasks can be fulfilled. As a result, business lead times are reduced, and better assistance is provided.

Competitive Advantage

With the integration and automation of chatbots, the customer service offered by companies has become much better. Undoubtedly, this situation enables these companies to stay ahead of their competitors. 

 

How to Use RPA in Customer Service?

RPA technologies used in customer service include options such as automating call centre stages, creating chatbots to communicate with customers, and implementing voice assistants. Used to automate customer interactions, RPA can deliver more straightforward customer inquiries and immediate responses.

RPA customer service enables improved customer service by reducing administrative office workloads. These software robots can collect data from specific systems, fulfil requested services and update customer records. Considering all these, customer service is also accelerated and facilitated. When most of the regular, mundane tasks are delegated to robots, all agents must do is focus directly on customer engagement.

RPA technologies provide optimisation in various areas when used in customer service departments of e-commerce businesses. Examples of the use of these software robots in e-commerce include:

  • Shortening the transaction process in call centres
  • Order tracking automation,
  • Improving First Call Solutions (FCR) rate
  • Integrating chatbots with RPA and AI
  • Management of online review
  • Automation of loyalty campaigns

 

What is the Top RPA Uses in Customer Service?

RPA uses in customer service are mostly related to the development of chatbots. RPA is often used to automate many customers’ service-related tasks. Some of the essential use cases for customer service RPA include:

  • Automating Common Customer Questions

RPA customer service bots or AI-based customer service chatbots can handle some customer service without any problems. Some of these are those:

  • Updating password and login information
  • Updating changes such as changing the delivery address and requesting returns on orders
  • Making changes to the payment methods of the order, such as credit card or cash on delivery

RPA customer service automation chatbots save a lot of time in understanding and resolving customer issues. Using chatbots saves businesses hundreds of hours of customer service per month. The use of chatbots, which has become very common today, has helped to solve many customer problems. Problems that cannot be solved through chatbots are handled by directing them to a human.

  • Automatic Customer Refunds

Sometimes, returns may be requested by customers, and businesses may be required to issue refunds. At this point, RPA technologies are frequently used to automate customer refund processes. This automation process with RPA is very useful for customers who want to receive their returns quickly. As a result, these rapid interventions greatly increase customer satisfaction.

  • Understanding Customer Complaints

Using Natural Language Processing (NLP) and Optical Character Recognition (OCR), RPA customer service bots can understand written customer complaints, extract this data, and enter all this information into text documents. These result texts may be:

  • Sent to appropriate customer support personnel
  • Used to understand the problem pattern
  • Registered for compliance and auditing

Of course, it should not be forgotten that if all these reporting processes are automated, a great deal of time will be saved.

  • Partner Assistance

RPA technologies also greatly help the agents of any business. RPA bots can do many things, from partner onboarding to providing needed information or documents.

 

Autom Mate Chatbot Automation and Integration Service

Autom Mate assists organisations in their digitalisation process. Providing Digitisation Framework, Robotic Process Automation, Enterprise Integration Platform (eiPaaS), and AutoML solutions for businesses and organisations to achieve their goals, Autom Mate integrates many texting apps, including chatbots, into processes.

In the end, RPA customer service technologies enable businesses to automate time- and labour-intensive tasks. Also, the customer service RPA used to capture the data greatly improves customer satisfaction by reducing the risks of human error and communicating with customers in a faster and more personalised way. 

5 Steps When Adopting Automation for Your Enterprise

Autom Mate Automation

With the development of technology, business processes have become more efficient and practical with automation technology. For this reason, many businesses, new or old, include automation in their business management processes. In this way, they achieve more effective results. Automation technology can improve business management in many different dimensions. Of course, this has different methods and key points. In this article, we have compiled the management processes that you can use most effectively for your automation approach:

 

What’s the ROI of Automation?

Every business wants the return on investment made in business management to be fast and in high amounts. So, what do you think is the return on investment made in automation? More precisely, what is the ROI of Automation?

Automation technology is a system implemented or implemented quickly in many procedures, especially in multi-tasking companies. This system has actually become a method that will make life easier for small and medium-sized businesses that operate with few people.

Automation statistics

SMEs are exploring automation technologies the best way possible, and for a good reason. According to a study, 63% of small and medium-sized businesses that use automation in their daily work stated that it helped them overcome the problems they experienced due to the epidemic. However, almost 70% of them state that automation is an indispensable process. It is effectively used for standard transactions related to customers or for general information such as campaigns and announcements. Thus, automation, which also saves time and costs, is likely to be used more in such businesses.

Best Practices when Approaching Automation

Small or large businesses have to perform many operational processes to manage their daily business management processes. These include many simple but important operations such as invoicing, debt procedures, sending documents, sharing, and stock control. With automation processes, these simple processes can be managed easily and without errors. Here are some automation practices for you:

adopting automation

  1. Compare

One of the areas where automation systems are used the most is measurement and evaluation processes. With effective automation, you can measure the performance of both your employees and the machines you use and evaluate them with the data you get from here. You can follow the maintenance, malfunctions, or other requirements of the machines that play a role in your production or management activities in your business with the automation system. You can measure and compare your workflow before and after automation to see its impact. You can observe the profitability status by looking at the difference.

  1. Set Goals

You can automate your processes by setting many different purposes, such as sending documents, notifying, warning, and approving. For example, you can automate your processes by setting goals such as notifying your customers towards the end of the license period they have to use your product or creating invoices and sending documents by pre-accounting before payment. Using automation for these processes, which are vital for the survival of your business, will both reduce errors and allow you to follow up on your business on time.

  1. Rebuild Your Team

The recruitment process is a process that needs to be taken into consideration and done with an objective point of view. Although it may seem like a simple procedure, staff recruitment entails many different tasks. You will need to fill out employee information forms, hold induction meetings, hold training sessions, set up bank accounts, collect key documents and appoint advisors, to name just a few of the required actions. Without automation, the entire procedure has the potential to become extremely disorganised, which can result in:

  • Never-ending documents
  • Losing some things
  • Dissatisfaction among employees
  • Low productivity
  • Non-observance of duty

When used for employee onboarding, business process automation will enable seamless transitions from one activity to the next, keeping relevant personnel in the loop and providing visibility into the status of the process.

Not only that but also daily work–task distribution and their follow-up after recruitment can be made much more organised and effective with the automation system.

  1. Offer a Test

Automation is heavily dependent on data. Any form of BPA, whether simple RPA systems or intelligent automation solutions, is only as good as the data that supports it. If your business has gaps in information visibility, then you cannot automate these use cases. If you depend on manual data entry in some business units, you will limit your efficiency in automating processes. If your database has errors or duplicate information, you will have to face these errors in your automation setup.

One of the biggest benefits of business process automation solutions is the elimination of employee errors for repeatable work. If your data collection and management systems are error-prone or limited, you undermine the gains you can make with automation.

  1. Evaluate the Outcome

After implementing automation in your organisation, you should evaluate the results and seek ways to integrate automation technologies into more automatable processes. According to Gartner’s report, basic automation technologies like RPA can save businesses 40% of their labour costs in the first years of implementation. With better, AI-based automation solutions like hyperautomation, the ROI only goes higher.

As an automation powerhouse, we’re ready to join forces to explore how automation can ease your process and increase your ROI.

There’s More Than Automation: Meet Autom Mate

Autom Mate’s next-level automation capabilities offer businesses the ability to streamline repeatable operations and eliminate error-prone manual tasks. With the rise of artificial intelligence and the strengthening of the digital transformation movement in manufacturing enterprises, business process automation is becoming more valuable. To take full advantage of process automation, businesses need to use not only robust software systems but also the core software technology systems that enable automation solutions to work. At this point, there is a system that will fully meet the automation process of the enterprise: Autom Mate. With Autom Mate, business process automation technology is available in a variety of forms and developed in a purely business-oriented manner.

Unlock Robotic Efficiency: Why RPA is Essential for Business Success

Times are changing, and so is the way we work. These days, we hear the word ‘revolution’ more than often, but if there’s one term that carries the meaning of the word, it is RPA. Short for Robotic Process Automation, RPA is shortly the employment of computer software “robots” to manage routine, rule-based digital processes. RPA can be used to automate repetitive operations, which not only boosts productivity and saves money for businesses but also frees up people to focus on more important business matters. Using RPA technologies, a company can build up software, or a “robot,” to record and interpret applications for managing transactions, modifying data, eliciting responses, and connecting with other digital systems.

The RPA market grew by 31% in 2021 and keeps on thriving.

Discovering RPA’s potential and how it might benefit a business is the simplest approach to getting started. There is a ton of knowledge—and an overabundance of opinion—available regarding the applications of RPA, the outcomes, the benefits, and the drawbacks. There is additional information available about suppliers who produce RPA support software, as well as best practices organisations, can apply to attain the desired results. In this blog, we’ll discover the digital transformation that’s led by RPA.

RPA Solutions

The Benefits of RPA

With the operating model and IT landscape evolving, each industry should be aware of the use cases for RPA and the benefits it may bring to their operations. Let’s talk about the five important benefits of RPA. 

RPA Increases Efficiency

Human effectiveness is limited as they can only devote a certain amount of hours per day. The variable X, in this case, is determined by individual capacity. RPA software, on the other hand, does not require a break. It also does not require sick or vacation time. You can take advantage of it 24 hours a day, 365 days a year. In general, one RPA robot can accomplish the same work as two to five full-time employees.

RPA Enhances Customer Service

RPA is becoming more prevalent in customer service, particularly where it combines with other technologies like AI-powered natural language processing. However, the main advantages in this field right now come from lessening employee involvement in monotonous jobs. Employees must devote a significant amount of time and focus to providing excellent customer service, which is a high-maintenance, high-commitment process. Staff can focus more on clients by spending less time on routine administrative activities. Resolution times will quicken, disagreements will be fewer, and customers will be more satisfied with your business as a whole.

RPA Produces Data for Important Analytics

RPA technologies enable businesses to compile task execution data that may be used for analytical purposes. Among these are variations in work volume, cycle times, mistakes, and exceptions. Perceptions obtained from such analysis can be useful in a number of ways, including assisting initiatives for process improvement. Effective data collection, comparison, and differentiation with data from other disciplines enable better decision-making at both the micro and macro levels. The business can also identify areas where its business procedures could be further simplified to increase efficiency.

RPA Enhances Accuracy

Robots are always correct, always consistent, and always following the rules. The more work you delegate to computers, the fewer technical errors you make and the more time you save from not having to go back and fix them. Eliminating the smallest errors that people make can have a significant overall influence on your cost structure & customer satisfaction levels.

RPA Increases Productivity

The majority of robots created using the RPA technique are totally concentrated on particular jobs. Consider an RPA bot that enables a worker to produce a monthly report in 20 minutes as opposed to four hours when done manually. In a matter of seconds, the robots can compute, click, and move around the screen. This time savings is insufficient to allow the robot to take the job of the worker. However, it increases that employee’s productivity, which will help future cost avoidance. The business will experience an increase in productivity thanks to process automation.

Who Should Use RPA?

When firms discover that the other integration/automation methods are maybe too costly or time-consuming, RPA can be taken into consideration. RPA should be evaluated in comparison to other technical choices and with some knowledge of process change management. Industries can automate activities across different systems thanks to robotic process automation. When an industry uses RPA, it may automate all of its labour- and time-intensive backend procedures, including infrastructure and workflow. Robotic process automation allows businesses of all sizes to totally eliminate the risk of human mistakes in their operations. Industries that take advantage of RPA the most are the following:

  • Retail
  • Telecommunications
  • Banking
  • Manufacturing
  • Information technology
  • Insurance
  • Finance
  • Property management
  • Healthcare
  • Customer care

RPA Journey

Prior to implementation, careful thought must be given to internalising a tech and choosing the appropriate process for the activity. As a general rule, RPA deployment is more appropriate for manual, repeatable, & rule-based procedures. The company must first choose the right method in order to achieve a successful result. They must also explain what is anticipated from the implementation. As an illustration, RPA will increase processing efficiency by at least five times. In other words, in order to apply RPA, a firm must establish the standards by which it will choose the correct process for automation.

RPA Journey

Let’s take a look at the various stages of the RPA journey:

  1. Awareness

  1. Readiness 

  1. Vendor

  1. Proof

  1. Pilot 

  1. Establish 

  1. Expand

  1. Transform

What’s Next for RPA?

The idea of RPA is to automate everything within an organisation that is automatable. Organisations that practice automation use technologies like robotic process automation (RPA) and artificial intelligence (AI) to automate particular workflows and streamline business operations, which begin automation into the next phase step by step: hyperautomation.

With Autom Mate, the future has arrived! Autom Mate is an artificial intelligence-powered RPA platform. It aids in the automation of repetitive tasks through the use of 100% web-based drag-and-drop design tools that do not require any programming knowledge. The Autom Mate Platform provides an all-encompassing solution by merging numerous production applications. Thanks to the marketplace’s selection of ready-to-use bots, you can automate your process quickly and keep tabs on its status. You can accomplish your enterprise automation & integration goals with Autom Mate AI-powered, next-generation RPA.

Benefits of Robotic Process Automation

Robotic Process Automation (RPA) refers to the definition of an employee’s tasks to robots and the complete fulfillment of all these tasks. Thanks to this new technology, robots can issue invoices, check emails, control the system and perform tasks automatically as desired.

Robotic Process Automation can be integrated into the IT infrastructure of any company in a short time as it does not require infrastructure changes. In addition, it is a great advantage that it does not require any system renewal. RPA is highly effective in increasing operational efficiency and performs its functions over the existing infrastructure of companies while also making it possible to control costs easily.

robotic process automation

 

RPA and Examples

Robotic Process Automation enables employees to complete the service easily with minimum effort. For example, it monitors the inventories in the warehouse and sends the necessary warnings, ensuring that the resources are used in an optimized way. Employees can learn all the data from a single panel and follow the developments here. In this way, the reports prepared automatically can be examined.

The use of RPA to manage customer relationships allows tools to be managed automatically, thus accelerating the process. Data entries can be entered individually by RPA without error. Instead of using multiple tools at the same time, customer representatives can quickly handle the necessary transactions with only RPA. In this way, not only does customer satisfaction increase but also employee productivity boosts.

rpa

 

The Benefits of RPA

Robotic Process Automation provides many benefits. Main benefits of RPA are listed below.

  • Provides cost savings
  • Since it can be integrated directly into the working system without any problems, there is no need for an extra process and expense.
  • The benefit can be observed in a short time.
  • Errors are significantly reduced.
  • Adapts to all kinds of computer technology
  • The quality of the services offered by the company increases
  • It is suitable for all businesses, big or small.
  • Companies get added value.
  • Increases the efficiency of the business process
  • Increases customer satisfaction
  • Significantly reduces operating costs.
  • Provides profit in transaction time and speed
  • Makes it possible to evaluate the process by considering it from every angle
  • Provides fast scalability in case of an increase in demand

robotics process automation benefits

 

 

The Difference Between RPA and Automation

  1. Robotic Process Automation completes repetitive actions via structured digital data inputs. Automation configures unstructured data sources such as invoices or emails. In simple terms, RPA takes the robot from the human, and automation places the human in the robot.
  2. RPA has been used for over 20 years. While it has many advantages, it can have problems with scaling and can break if the process changes. Automation, on the other hand, is more flexible in adaptability.
  3. RPA can be integrated into any infrastructure. Therefore, returns can be observed in a short time. On the other hand, automation takes time to learn human behavior.
  4. RPA completes average-difficulty tasks more accurately and carefully through software robots. However, when it comes to complex data, it can be complicated and human intervention may be required. This is where automation gets involved.
  5. Robotic Process Automation primarily focuses on completing the manual activities of processes—ideal for reducing routine manual processing and increasing process efficiency. When used for these purposes, high efficiency is obtained from RPA. However, if critical decisions have to be made, problems may arise in complex processes. Automation is more effective at providing predictive analytical information.

Is RPA AI?

Robotic Process Automation and artificial intelligence are not the same things, and there are differences between them. RPA is a software robot programmed to mimic human actions. On the other hand, artificial intelligence re-simulates human intelligence using machines.

Artificial intelligence can spontaneously generate analytics, machine learning, and hypotheses even if not specifically defined. RPA, on the contrary, simply imitates human actions as it is told.

How RPA Uses In Business

Robotic Process Automation can operate effectively in many units in the company structure.

Human Resources

RPA can take the necessary steps for the human resources unit, that is, those who will start or leave the job, give the additional benefits offered to the employees, produce payroll, evaluate the performance of the employees and ensure that the employee is reported in compliance with the regulation.

Production Chain

RPA can perform operations such as shipping management, stock management, shipment order, invoice and contract management, supply and demand management, goods issue, and return acceptance in the production chain.

Finance and Accounting

RPA can control the purchasing process, manage orders, calculate monthly and annual closings, provide payment order flow, generate invoices and process them into the system.

Sales and Marketing

RPA can do social media scans & research about the market, complete transactions with customer information, communicate regularly with existing customers, follow up on what needs to be done for new customers and generate offers.

IT

It audits RPA licensed software, provides new user acceptance, renews & generates passwords, regularly inspects the system and manages applications & servers.

RPA Tools

Robotic Process Automation tools are preferred for configuring task automation. Their use is widespread and indispensable for automating back-office processes. There are many RPA tools available today. Choosing the right one for you and your company can be difficult.

You can make the right decision by sifting through the 20 tools selected among the popular ones. The RPA tools listed below include both paid (commercial) and free (open source) software.

  1. Autom Mate
  2. Keysight’s Eggplant       
  3. Blue Prism         
  4. Uipath 
  5. Automation Anywhere
  6. Pega
  7. JAMS (14-day free trial)
  8. Power Automate (90-day free trial)
  9. ZAPTEST (request a demo & free trial)
  10. Kofax (90-day free trial)
  11. HelpSystems (30-day free trial)

Features of RPA tools are:

  • Seamless Test+RPA Software Automation
  • Functional and Performance Test Automation
  • DevOps (Mock-ups) Automation
  • Auto-Documentation
  • RPA (Robotic Process Automation)
  • API Testing
  • Cross-Platform (Parallel) Execution

By finding the ideal Robotic Process Automation tools in line with the services provided by the company, requests & needs, you can have many advantages offered, increase your efficiency and significantly reduce costs.

ManageEngine IT Operations and Service Management

ManageEngine is preferred by many companies today, thanks to the advantages it offers. A maximum level of security is achieved with ManageEngine, which makes it possible to handle different types of transactions in a short time and in a practical way. Password management and network security are among the most significant benefits of ManageEngine, but are not limited to these.

Any business of any size can benefit from the flexible solutions ManageEngine offers. A large number of products are included in ManageEngine to facilitate users’ work. Bringing IT together, ManageEngine has a comprehensive and integrated approach.

What is ManageEngine?

ManageEngine aims to enable easy management of all types of IT operations, including servers, networks, security, mobile devices, Active Directory, desktop devices, service desk, and applications. Therefore, installing, configuring, and deploying ManageEngine applications are extremely convenient. In this respect, ManageEngine is user-friendly.

ManageEngine is also widely preferred because it provides the solutions needed by the IT department at affordable prices. The customer’s demands drive the efficiency to be obtained from ManageEngine. Hence, the size of the businesses of customers is not limited to the software license.

For more information about ManageEngine, visit the website: www.manageengine.com

ManageEngine Integration

ManageEngine ServiceDesk Plus

ManageEngine ServiceDeskPlus ends the mess of IT workers. Thanks to its excellent customer service, users get instant answers to all their questions. In addition, the central control of companies is advanced so that their IT activities are not disrupted. IT employees have been benefiting from the advantages of ManageEngine ServiceDesk Plus for many years.

The benefits that companies get with ManageEngine Service Desk Plus are as follows:

  • Codeless customizations
  • Powerful integrations with IT management apps
  • Deploy in the cloud or on-premises
  •  Intelligent automation
  • Comprehensive reporting capabilities

ManageEngine ServiceDesk Plus has 3 different payment plans.

The Standard plan is generally preferred at the start and covers:

  • Knowledge base
  • Self-Service portal
  • SLA management
  • Multi-site support
  • Help desk reports
  • Case management

The Professional plan also includes integrated IT asset management and it covers:

  • Software asset management
  • Asset inventory reports
  • IT asset discovery
  • Procurement and contract management
  • Help desk management

The Enterprise plan includes ITIL assets and projects, as well as a help desk, and is extremely comprehensive. Elements included in Enterprise are listed below.

  • IT project management
  • CMDB
  • Incident management
  • Change management
  • Service catalog
  • Asset management
  • Problem management
  • Release management

For more information check out website: ManageEngine ServiceDesk Plus Review | PCMag

ManageEngine SupportCenter Plus

ManageEngine SupportCenter Plus enables businesses to manage account and contact information, customer error reports, and service contracts with maximum efficiency. ManageEngine SupportCenter Plus is functional web-based customer support software preferred for its advanced customer experience.

ManageEngine SupportCenter Plus includes:

1. Tracking and Automation Request

Get ready to handle the tracking process smoothly! You can organize it as you wish and automate the request creation process.

2. Dashboards and Reports

Get detailed information about your help desk using real-time and intuitive Dashboards & Reports.

3. Multi-Channel Support

View and control all your preferred communication channels from a single point, including social media platforms, email, portal and phone.

4. Contracts

Easily manage multiple service contracts using support plans to invoice your customers without delay and provide timely service.

5. Business Units

Each unit within the company has its own service or product-specific configuration definition. In this way, they can work effectively an independent.

6. Database

Repetitive queries can cause a loss of productivity while working, but you can put an end to it with the database. Have the opportunity to build your knowledge base in a practical way and get the results you want the first time by accessing the solutions in a short time.

7. Billing and Time Tracking

Have the opportunity to follow all your customers in same place. You can examine the time entries in detail by using the filters.

8. Self Service Portal

Use the self-service portal by customizing it. In this way, your customers can send error reports and track them simultaneously. At the same time, it becomes possible to execute reports and search the database.

ManageEngine Integration

 

ManageEngine Desktop Central

ManageEngine Desktop Central enables technicians to manage desktops, laptops, tablets, servers, and smartphones from a central point. This efficient desktop and mobile management software greatly simplifies the work of businesses.

Routine tasks are easily automated with ManageEngine Desktop Central. These routine tasks include distributing software, managing software licenses, installing patches, managing IT assets, etc.

ManageEngine Desktop Central is supported by iOS, Windows, MAC, Android, and Linux operating systems.

ManageEngine Desktop Central includes:

  1. Mobile Device Management: Mobile devices with Windows, Android, or iOS operating systems can be managed from a central point. It can also be secured and configured.
  2. Package Distribution: EXE and MSI packages can be distributed centrally.
  3. Patch Management: The operating system and other third-party applications are protected against security threats, and their updates are automated.
  4. Asset Management: Manages software licenses, prohibited software, software usage, and IT assets.

ManageEngine OpManager

Monitor an entire network through a single interface with ManageEngine OpManager. Large enterprises, SMEs, and service providers can cost-effectively monitor & control their IT infrastructures and data centers with OpManager.

The establishment of a 24/7 monitoring system in a short time is a significant advantage. Other advantages of ManageEngine OpManager include intelligent alert engines, automated workflows, extensible templates, and configurable discovery rules.

ManageEngine OpManager features are listed below.

  • All devices in the network can be followed from a practical interface.
  • Monitors can become heterogeneous through brand-independent product support.
  • System status is informed with the feature of generating alarms at desired or instant periods without affecting users.
  • Topology can be obtained in a short time using the dynamic network mapping feature.
  • Workflow automates processes without employees having to do standard work.

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus provides effective tracking of IT demands within the businesses. In this way, it is ensured that the requests are resolved in a short time by being both controllable and visible. No interruption in business continuity is made possible by ManageEngine ServiceDesk. The central control system has numerous advantages in this regard. Mainly, these advantages are listed below.

  • IT demands are classified, analyzed, and resolved. Analyzing the root cause of the problem reduces the likelihood of recurrence.
  • All configuration items can be tracked and managed practically from a single center. The dependencies and relationships of the configuration items are mapped.
  • Auto-discovery makes it possible to both maintain and discover IT asset inventory.
  • Catalog creation with multi-stage approvals and customer service level agreements (SLA).
  • The effect of interruptions and changes can be analyzed with visuals.
  • Agent productivity increases, and downtime decreases. – End-user satisfaction increases significantly.

 

Click to browse ServiceDesk Plus integrations and learn how to increase the capabilities of ServiceDesk Plus with 3rd party integrations.
 

What is a Citizen Developer?

Every year in the tech industry, we hear a lot about “citizen developers”. They are becoming increasingly common and are often seen as the solution to all of our professional problems, such as hiring, managing processes and services, and even many technical challenges.
But what exactly does a citizen developer look like? What is their role? Who is looking for them? Why are we willing to hire them? And what are the consequences of their actions?

Citizen developer is an employee who creates application capabilities for consumption by themselves or others, using tools that are allowed by IT or business units.

The way people work is changing. As a result, organizations have begun to adopt tools and processes that are unencumbered by the rules of an IT department. This shifts the focus away from IT departments to change the way people work. These tools are called Citizen Development Tools (CDTs).

CDTs are not just useful for companies; they are essential for individuals as well. They empower individuals to create applications that can be consumed by themselves or others, in a matter of hours, with no IT involvement or permission. Citizen developers can create apps outside their organization’s normal workflows because they must do so for personal satisfaction or a business need. That person might not have access to an IT department’s team tools or resources (e.g., salesforce) and may not care where they get their data from (e.g., Google Spreadsheets). However, there’s no doubt that when an application is created outside of IT-centric products and processes, it becomes more valuable and valuable fast than anything else in terms of what it generates and how it generates it due to its open nature. As such, citizen developers have made a huge impact on the enterprise world — both in terms of its impact on business performance as well as Business Value-Added metrics like Return On Asset (ROA), Return On Investment (ROI), Return On Capital Employed (ROE), Return On Investment In Human Capital (ROIIC), and more!

Conclusion

What are the most valuable skills that you’re willing to learn and invest in? What do you want to know about your company’s culture? Once you answer these questions, it becomes much easier to build a developer community since there is a high correlation between the values expressed by employees and the behavior they pursue.