Use RPA to Accelerate and Modernize IT Service Management



IT Service Management (ITSM) is one of the most critical and labor-intensive functions in any IT department. Among the myriad of ITSM tasks: employee onboarding and disintegration, managing and resetting passwords, monitoring the service level of applications, and resolving support tickets.

Many ITSM tasks are essential parts of organizations’ risk management policies and procedures. If tasks are performed too slowly or incorrectly, unauthorized employees, and even former employees, can gain access to sensitive corporate networks and resources. Beyond security processes, many other user management tasks involve keeping employees happy and productive and ensuring the delivery of required IT service levels.

Some ITSM processes run continuously throughout the day, while others only occur infrequently. For example, consider some of these common user management tasks (including the frequency / volume of each task in a midsize to large business):

  • Creation of a new user account and attachment to a specific organizational role (monthly / average)
  • Temporary change of role for a user, e.g. for vacation, medical emergencies, etc. (daily / high)
  • Mass reset passwords on all systems to prevent unauthorized access (monthly / high)
  • Block / unblock user and reset password on demand (daily / high)
  • Detach the user from roles as part of the relocation process (monthly / average)

Let’s take a closer look at an ITSM scenario, the onboarding of several new employees. For each employee, the organization is likely to have a spreadsheet file containing information about each new person. Among the key attributes: first and last name, phone numbers, organizational unit, department, job title, direct manager and groups that each new employee will join.

IT uses this information to create a new user account in Active Directory as well as a mailbox associated with the user’s account in Microsoft Exchange Server. As part of creating the new user account in Active Directory, the IT team will create an initial unique password and then force a password change so that the user creates a new password when they log in for the first time. . In addition, the unique user name of each new employee must be added to the appropriate group (s) to allow the employee to access the appropriate computer systems and applications associated with their groups and roles.

If the onboarding process is done manually, it can take up IT staff time and budgets. Fortunately, organizations can avoid many of the negative impacts associated with this and other user management tasks by taking advantage of robotic process automation (RPA).

Using RPA, for example, the entire onboarding process – from extracting data from the new employee spreadsheet to logging in and communicating with Active Directory and Exchange Server and creating new employee accounts. users and mailboxes – can be fully automated. (Of course, the same goes for most other ITSM tasks, regardless of their frequency, volume, or complexity.)

In complex IT landscapes, however, where IT needs to set up accounts for each new employee with multiple applications and user groups, it is often not possible to connect all systems through APIs. In these cases, the onboarding process requires the kind of hybrid capability – mixing API-based automated process steps with various human interface tasks – that a good RPA solution can provide.

The UiPath platform and its elements, including UiPath Studio and UiPath Orchestrator, enable organizations to implement enterprise-wide ITSM automations in a simple and straightforward way.

For example, the IT department of a customer of UiPath, a large European bank, handled an average of 1,600 requests each month to unlock user accounts. In less than four weeks, the bank’s IT department was able to completely automate the password reset process. Automation resulted in an 80% reduction in average wait time and a zero percent error rate and delivered a positive ROI in less than six months.

To learn how UiPath can help your organization automate many of its most common and time-consuming ITSM and user management processes, visit the website.

Copyright © 2021 IDG Communications, Inc.


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