So, you’ve been tasked with automating one or more of your tedious, time-consuming IT processes… but, what exactly does that mean? And perhaps more importantly, where on earth do you start?
IT process automation (ITPA) can cover a broad spectrum of potential use-cases, ranging everywhere from the Service Desk, to the NOC, to Infrastructure, and well beyond. No matter what the area of focus may be, however, they all have something in common: the process must first be understood and mapped out before it can be automated.
What does “mapping out the process” mean? Let’s take a closer look.
For starters, you must first identify what catalyst will be responsible for kicking off the automation and how that process is currently being carried out manually.
In many cases, an automation will be triggered by an external event, such as a ticket, an alert, or an email. In such cases, Resolve’s intelligent ITPA solution provides an incredibly wide array of options for intercepting such events, and the list continues to grow by the week.
Need to intercept an alert from your monitoring tool(s) based on very specific criteria? Resolve has you covered, with the vast majority of these tools pre-integrated right out of the box.
How about picking up on a unique type of request ticket the moment it’s approved? Resolve can do that too, and—you guessed it—right out of the box.
If the process calls for triggering automation based on incoming email, Teams/Slack message, or even a text message, Resolve’s purpose-built solution is designed to do exactly that.
Our options don’t stop there, either. Automation can also be executed on a pre-defined schedule, or on-demand, whether as part of a self-service offering to internal users, or as part of a guided resolution process carried out by human agents and operators.
Okay, great – we’ve made some progress in understanding how the process starts, but what’s next?
As stated, the details of said process should be mapped out and understood ahead of time in order for them to be translated effectively into a Resolve workflow. The way you choose to draw up such a flow is entirely up to you.
In the same way one might diagram their processes, Resolve users can stitch together literally THOUSANDS of pre-built activities to build out their workflow. And yes, this includes as much granular if-else style logic as desired.
Resolve is designed to get new users off the ground quickly, automating everything from the simplest to the most complex IT processes in hours, instead of weeks or months.
And remember those thousands of pre-built activities we mentioned? Well, they represent actions one might need to take inside a target system that’s part of an automation. For example, creating or updating a ticket, acknowledging an alert, checking a server’s available disk space, and the list goes on and on. The best part? That list continues to expand as Resolve’s dedicated Content Team keeps its fingers firmly on the pulse of the industry and churns out new integrations all the time.
What about custom integrations, scripts, and commands? If you thought Resolve would fall short there, think again! You can leverage custom code written in almost any language directly within a Resolve workflow. If you want to make an API call or execute a command on a remote host without having to code it, Resolve’s visual workflow designer gives users the power to do all of that in an entirely code-free manner.
Oh, and don’t forget! If your automation requires human guidance or approval at any step, Resolve offers users a multitude of ways to achieve that.
Need an email sent to a manager and to wait for an approval reply before proceeding? Done! How about a custom page that administrators and operators can interact with to guide them through an automation and even make decisions along the way? You’ve got it!
With a previously manual IT process now automated inside Resolve, you’re not only gaining huge ROI and efficiency, but also quite a few other important perks, including:
- Granular role-based access control, meaning only those who need access to individual automation components will have it
- Enforcement of best practices
- Full auditability of every single action taken by every single automation
- Ability for other automation developers to modularize or borrow from existing workflows
The Resolve Actions solution powers workflows that cut through process and team complexities, to touch mission-critical systems and drive end-user satisfaction. We can help you apply automation according to your unique business goals, and to gain competitive advantage for sustainable success.
With automation, organizations can make the most out of their precious time, save millions of dollars, keep employees and customers happy, and so much more.
What are you waiting for? Start your journey today!
