Vodafone Turkey, which is part of the Vodafone Group, one of the largest technology communication companies in the world, operates with the vision of leading the digitalization of Turkey. Leaving 17 years behind in the Turkish market, the company is one of Turkey’s largest international direct investments. Vodafone Turkey serves 24.8 million mobile customers and 1.4 million fixed broadband customers as of the end of the 2022-23 fiscal year.
To increase the quality of the password reset service of the Chatbot application currently used in the institution.
How Autom Mate Solved It?
Users can reset their passwords by forwarding their requests such as “I forgot my password” or “I want to change my password” to the Chatbot currently available within Vodafone. For this process, a 6-digit verification code that reaches the registered mobile phone of the user is used and if the verification process is successful, a random password is generated and the password reset process is completed. If the user’s account is locked, they can reactivate their account by requesting “account unlocking” via the same chatbot. With Autom Mate, the connection between the Chatbot currently used in the institution and Active Directory has been made and it has been integrated with PAM applications to increase sec
With a history of 92 years, Turcas Petrol is an oil and energy-focused investment company that participates in leading companies in their sectors. Turcas has structured its operations in two main areas: Fuel Retail and Lubricants and Electricity Production. Shell & Turcas Petrol, a participant of Turcas in the fuel and mineral oils sector, is among the leading companies in the Turkish economy with its network of more than 1,150 Shell-branded stations, fuel terminals, mineral oil production, and marketing activities throughout Turkey.
In our institution, the workload on our Information Technologies employees was very high due to the scattered structure in the embezzlement management process. We did not have enough time to adapt to a new process that would correct this situation and change our current habits. However, this dispersed structure caused us to experience problems especially in gulation inspections or the inability to perform inspections on time. At this point, we met Autom Mate
Hasan Ali Kendir
IT Manager
Problem Denifition
Due to the fact that the forms were followed on paper and the signatures of the managers were manual and took a long time, it was very difficult to follow the approval process and was very open to errors and omissions. Due to the burden on the IT department of embezzlement, there were serious deficiencies and gaps in inventory tracking and compliance with the regulation, and sufficient time could not be allocated.
… We have automated our approval process in the SDP application, we currently use. Thus, all processes were gathered under a single roof, and the scattered structure was corrected, and the problems arising from negligence and errors in this process were eliminated. Since this situation provides a great job comfort and ease of follow-up on our Information Technologies employees, we both increased the productivity of our employees and left behind stressful times by preventing any vulnerabilities that may occur during audits.
Hasan Ali Kendir
IT Manager
Solution
Autom Mate automatically forwards the inventory request, employment entry, and exit forms kept on ServiceDesk Plus to the manager’s approval, and the approval process proceeds completely digitally, and when completed, it automatically creates a form containing the associated inventory, approval dates, approvers and user information. This form is directly related to the relevant record and thus will never be lost. It can be stored or used by printing on paper when desired.
Result
The embezzlement management process, which creates a serious work and follow-up burden on the IT department, has been completely digitized, increasing the efficiency of IT and closing a serious gap in audits. Problems arising from negligence and errors during the follow-up of approvals have been completely eliminated.
Improved User Experience Increased Efficiency Integrated Processes
Fiba Groupwas founded by Hüsnü Özyeğin in 1987 with Finansbank, the first investment in the finance sector. While continuing its growth in the finance sector, the Group expanded its range of activities with investments in the financial and asset management sectors. The Group sold Finansbank, its first investment in the finance sector, in 2006 and achieved the highest foreign capital inflow in Turkey’s history up to that time.
Companies like ours with crowded employee groups have steps that routinely occur in employee user transactions, recruitment or dismissal processes of a new person but cannot be resolved on time. We set out for our IT department to focus on more value-added work, so we set out to leave these routine tasks to Autom Mate.
Alper Özerden
IT Manager
Problem Denifition
IT personnel perform similar operations every time a new employee starts a new job, leaves a new job, or changes a user, and these operations do not add any additional information to the technician. In addition, every operation performed here must be done accurately and immediately because adding a user to the group belonging to the wrong department or closing the account of a user whose account should be disabled immediately after days due to the daily workload causes serious security weaknesses. Due to the workload on the IT department, sometimes the accounts of newly recruited personnel were not opened on time, which caused users to have a negative perception of the institution and the IT department from the first day.
… The fast and solution-oriented approach of the Autom Mate team enabled us to complete the project process in a short time and adapt easily.
Thus, with Autom Mate, we have digitalised all our entry, exit and information update processes. Our colleagues in the IT department are happy to complete their work with Autom Mate in a complete and timely manner.
Alper Özerden
IT Manager
Solution
Autom Mate provides user onboarding, offboarding and user logins on ServiceDeskPlus. Automatically process requests for task/department change requests through the necessary approval processes then handles and Active Directory, the required account on Exchange Server, security and distribution group operations, error-free and instant processes automates.
Result
User account transactions that create a non-value-added workload on the IT department process is done entirely through Autom Mate, enabling IT staff to provide more value-added provided to support the processes and ServiceDesk notified by Human Resources Based on the Plus registration, user account transactions were fulfilled instantly and error-free. User dissatisfaction caused by accounts that could not be created on time and the insecurity caused by accounts that were not closed on time were completely eliminated.
Koç Holding, has taken responsibility for many breakthroughs from 1926 to the present, from Turkey’s industrialization to globalization during its journey of nearly 100 years. In addition to its turnover and exports, Koç Group is the biggest conglomerate of companies in Turkey with its share in Stock Exchange Istanbul, the taxes it pays, and the employment it creates. Koç Holding is listed on Fortune Global 500.Koç Holding has leading positions with strong competitive advantages in the energy, automotive, consumer durables, and finance sectors, which offer high growth potential in the long term.
Today’s era, end-users are looking for better, automated, consistent and easy experience on every minute of their working experience, we have made that expectation done with Autom Mate.
Instead of a complicated service catalogue and wait times, we choose an instant serving model with Autom Mate’s Chatbot over Whatsapp.
Tevfik Can Altunsoy
IT Specialist
Why WhatsApp Integration
WhatsApp is a communication tool that is preferred and used by everyone in every field today. For this reason, it is preferred as a communication channel in our business life as well as in our daily life. Users mostly tend to keep their habits. This requirement creates the need for companies to offer WhatsApp as a communication tool to their employees and users.
Problem Denifition
IT and other business units offers hundreds of services to end users, but users have able to access these services using different application interfaces. Instead of accessing services offered through different application interfaces end users were using old and traditional methods, they lost on crowded and complicated different interfaces.
After a while, end-users couldn’t use the IT and HR Service Catalogue, which was created with great efforts, and in this case the investment of Service Catalog lost its meaning. The time allocated to repetitive services made it difficult to allocate time for the projects that needed to be done to catch up with the era. Even for Password reset request end-users needs to effort for ticket creation, ticket response. and same stuck in IT side to solve end-user requests.
..Since our ITSM solution is used as an ESM platform, we were able to use these services in non-IT departments and present the repetitive and robotized processes specific to their departments to the user experience with Autom Mate over WhatsApp.
Together with Autom Mate, we have a Digitized and Robotized Service Catalogue. In this way, we have transitioned to time-saving, cost control, improved customer experience, and a predictable service management model.
Tevfik Can Altunsoy
IT Specialist
Solution
With the WhatsApp integration offered by Autom Mate, the 4me application, which is the ITSM / ESM software used in the company integrated with various websites, HR and IT services, API’s and the local intranet.
End users can easily access all IT and Human Resources services via WhatsApp, without having to use a new channel, and can check the status of problems or requests they have opened before. From the question of “Menu of lunch today” to the “Live Status of KOC HOLDING shares” they can ask and informed instantly.
Result
In this way, a happier end-user group created, without changing user habits, without having to use a new channel, and easily access the services offered regardless of location and without having to need of VPN.
The workload of IT and HR business units has been decreased. IT and HR departments has automated their service offering to their end-users with power of Autom Mate’s automation features and collaboration power of integrated Whatsapp. Now we offer automated services to end-users instantly, hassle free and reportable, directly to their cell phones.
One of the most futuristic and breakthrough ways to IT service management, ITSM integration, is gaining popularity among visionary enterprises. Shortly, the technology aims to integrate all the IT processes into one platform and automate them using automation tools. The goal is to make the process of delivering IT services faster and more efficient.
The idea behind ITSM integration is that it will streamline complex IT processes by integrating them all into one platform. This way, it becomes easier for organisations to manage their IT environment as well as deliver services in a faster way. In this article, we’ll deep dive into the ITSM integration technology and share our knowledge as a software powerhouse.
What is ITSM?
Short for Information Technology Service Management, ITSM is a framework that enables an organisation to manage its IT services in order to improve the business. Shortly, it aims to redesign the IT process of an organisation as a service, rather than the old IT processes where IT teams had to deal with unnecessary information and interactions.
When we think about an IT department, the first thing that comes to mind is hardware & software instalments, but in reality, IT processes are far more complex than widely assumed. So, ITSM can work like wonders, especially for bigger organisations where IT teams have more important tasks to complete. Let’s continue with the most common use cases for ITSM.
What are the Most Common ITSM Processes?
ITSM uses a set of key processes to manage and maintain IT services. There are many ITSM use cases that transform IT management from a service delivery procedure into a value creation process. Here are the most common ITSM processes:
Service Request Management Process
One of the most common IT processes, service requests in general, can be managed via ITSM. Service request management deals with requests for new or changed IT services and how they are evaluated, approved and fulfilled by the provider.
Asset Management
The process of managing and controlling the lifecycle of an asset, asset management is a process that allows an organisation to know what they have, where they are and what condition they are in—it’s a big part of the IT workflow. With ITSM, it becomes more effective to identify the right tools and techniques for managing assets, which can help improve efficiency, effectiveness, and accuracy.
Configuration Management
Configuration management is a way to change, update and maintain the configuration of a software application or system. Configuration management can be done manually or through automation. Automation can be done either by using scripts or software programs called configuration management tools.
Incident & Problem Management
Incident management includes both problem management and incident handling. Problem management is typically used to identify problems before becoming incidents. Incident handling focuses on resolving incidents as they occur.
The key objective of incident management with ITSM is to minimise the time between detection of an incident and its resolution while minimising the impact on customer experience.
Change Management
New service releases, new upgrades, and new software is always monotonous and time-consuming task for the IT department. ITSM enables organisations to create a more agile and flexible change management process, helping manage changes better and more efficiently.
ITSM Integration: The Key to Future
As you can see, ITSM takes the conventional IT approach to a whole new level, and it’s become the new norm for businesses that need more eased-up processes. But once again, times are changing, and there’s a new approach that levels up ITSM: ITSM integration.
Gartner’s report on enterprise automation technologies reveals that automation and ITSM create a massive impact on the workplace and customer experience.
automation, hyperautomation, ITSM impact in enterprises (ImageSource:Gartner)
Automation is the new trend of freeing the workforce off of mundane tasks, and it’s paving its way to many industries quicker than expected. As automation is becoming more regular, it’s also transforming IT processes with integrations that link ITSM tools together, leaving workers as few routine tasks as possible.
What is ITSM Integration?
ITSM integration can be defined as a process where ITSM applications and third-party applications are linked together, creating a seamless experience for the customer and increasing the efficiency of the company.
The main benefit of ITSM integration is that it centralises ITSM by integrating IT teams with other teams and processes while adding other IT applications into the process. This leads to uninterrupted process flows while eliminating risks like disturbances and interruptions. In short, ITSM integration is the most reasonable way to reach flawless process management.
The Benefits of ITSM Integration
In today’s world, integration is the key to success. With technologies like RPA and iPaaS, it’s becoming more and more essential for companies to streamline their processes, especially for the larger ones. And ITSM integrations are one of the most popular among all.
There are many ITSM integration benefits that organisations can reap. For example, ITSM integrations;
Minimise human-related errors thanks to robotic process automation that leaves little to no room for mistakes.
Let employees perform value-added tasks by handling routine and monotonous tasks. For instance, integrating SolarWinds with ServiceDesk Plus can streamline event management with automated alert tracking.
Create seamless customer experiences by building an autonomous communication funnel backed by chatbots.
ITSM Integrations at Your Fingertip: Meet Autom Mate
Here at Autom Mate, we’re exploring everything about automation to make the technology available for everyone, and ourenterprise application integration platform is a big part of our expertise.
With easy-to-use action libraries, Autom Mate helps companies integrate ITSM applications with third-party apps and flows like ManageEngine ServiceDesk Plus, 4me, ServiceNow, Micro Focus, Jira, and more. It is able to integrate the most popular ITSM applications like ServiceDesk Plus, 4me, ServiceNow, Micro Focus, and Jira with enterprise applications and systems easily. Plus, thanks to Autom Mate’s ever-growing marketplace, you can discover more ITSM use cases and take advantage of ready-to-use ITSM integrations that are proven to work. Discover more on our automation technologies here, or offer a live demo to get a free trial.
