IT Service Desk Automation

Automation Opportunities

• Ticket creation and routing based on issue type
• Password resets and account unlocks (self-service)
• Software installation and deployment
• Hardware troubleshooting guides
• Knowledge base search and recommendations
• Priority and SLA management
• Performance monitoring and alerts

Results

• First contact resolution increases from 40% to 70%+
• Average resolution time reduced by 60-70%
• Ticket volume handled by automation: 50-70%
• Employee satisfaction improves significantly
• IT staffing needs reduced by 30-40%