The average business could build processes which automatically fix more than half of their IT incidents within one year according to Terry Walby, UK managing director of service management software specialist IPSoft.
IPsoft’s management portal IPcenter v3, recently hit a significant milestone, addressing its 10 millionth IT incident without human intervention – the equivalent of saving 300,000 man hours. ServiceDesk360 questioned Walby on whether this level of automation was only appropriate for certain types of organisation. “The typical transition period is 90 days. Once we’ve populated the CMDB and began defining the rules, the automated processes start to kick in, and we usually see between 20-25 per cent automation once the 90 days is up. Within a year, we average 56 per cent automation but we have some clients up to 80 per cent automation.”
The technology can be integrated into an existing ticketing system or customers can choose to use IPSoft as an end-to-end incident management and resolution system. “We see ticketing systems that have elements of automation, but we’re confident of being way ahead of this. It’s the decision making piece that is powerful; how do I know the context of what I’m doing and how it will impact services.”