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Last month, I talked about how to prioritize your automation efforts in 2 steps. Before you jump into the first project that comes to mind, first identify all potential automation projects, and then prioritize them based on benefits– either time savings or better customer experience. Sometimes, though, there’s a great project – one where automation will benefit both your IT staff and your business – but there’s no straight-forward way to automate the process.
This month, I’ll discuss the best way to go about automating any single process in a direct manner even when you can’t automate using a GUI alone.
- Revisit the list you created last month
Go back to your list of high-priority processes and find the ones that you can’t automate through your solution’s GUI. Usually this is because these processes are either 1) highly variable in what steps are needed to address them or 2) require actions that can’t easily be taken using your solution’s GUI.
- Before you give up on these processes, take a deeper look.
Are there ways of standardizing the steps in this process?
If yes, do it – and then automate. If not, ask more questions before you give it up as impossible.
Perhaps you can’t standardize some processes due to the extremely heterogeneous networks you support. Do you strongly encourage clients to standardize their hardware, or do you just take on support for every type of device they have?
Obviously this choice goes beyond a focused discussion on automation. However, if your technicians spend much of their day conducting routine maintenance and remediation that just can’t be standardized – and so can’t be automated – this could be a wake-up call to re-evaluate your business plan.
Are the steps standardized but you just can’t automate them through your solution’s GUI?