Introduction to Automation in ITIL 4
In my previous articles. I have tried to explain what automation is. Automation in ITIL 4 is the process of allowing your customers to perform some functions without having to request permission from an employee of the organisation.
Automation is also the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention. Automating frequent and repetitive tasks helps organisation scale up and allow human resources to be used for more complex decision making.
Here are some of the guiding principles to follow when you are automating your tasks…
#1 Simplify before automating
I have said this in my previous article, you need to make sure that the entire process is very simple to use before you now think of automating the entire process. If a difficult process is being automated, the customer will rather look for an easy process or call you for clarification if they are finding it difficult to use the entire process.
#2 Define your metrics
For any automation process that you want to embark upon using ITIL 4 as a template, you have to define your metrics. That means you must have a way of gauging whether you are succeeding or not. You need to have Key Performance Indicators for measuring your performance and deciding on the way forward based on what you have been able to achieve or not achieved at the end of the day.
#3 Use automation in ITIL 4 in relation to other Guiding Principles
I need to tell you here and now that you cannot use this last guiding principle in isolation. You need to use in collaboration with other guiding principles. It is not even a bad idea that it should be the guiding principles that you will introduce after you might have successfully apply other guiding principles.
#4 Progress iteratively with feedback
This point just confirmed what I have said earlier that you need to use this last guiding principle in relations with other guiding principles. When you are trying to automate, you should not be in a hurry to get things done. You have to ensure that you are carrying your stakeholders along. Also, you need to carry out implementations and adjustments based on the feedback that you have gotten from all your stakeholders. This guarantees that whatever solutions you are coming up with will be acceptable to your stakeholders.
#5 Keep it simple and practical as part of automation in ITIL 4
There is a need for you to also keep it simple and practical. You need to ensure that whatever solution you are coming up with is very to use. It should also be that you have envisaged some of the challenges that users are likely to face and you have been able to provide solutions before that scenario arose. This will reiterate in the mind of your users that you really care about them.
#6 Focus on value
There is a need for you to also focus on value when you are thinking of automation of your processes. You need to think about the values that it will add to you or your customers as well as other stakeholders. In adding values to your stakeholders, you should also consider what your stakeholders count as value. That should guide you into what you need to automate. There is no need for automating any part of the process if it will not go down well with your customers.
#7 Start where you are
The most beautiful thing about the new ITIL 4 is that you can start where you are. Unlike the previous process where adaptation to the new principle was difficult. In implementing ITIL 4 automation process, you can take time to analyze the situation and decide what can be salvaged from the old process. This will help you in analysing where you were and see how you can move on to your desired state.
In this article, I want to talk about ways of understanding value in IT Service Management. One thing is clear, ITIL 4 is all about adding value to the customer through co-creation. Before you can successfully add value to your customer base. You need to know what value itself is.
Service Management itself can be defined as a set of specialized organisational capabilities for enabling value to customers in the form of service. It entails the tools, technologies and practices that organisations have put in place in order to manage the services they are rendering to customers.
In order to understand what you need to put in place in order to deliver value to your customer . Organisations must understand three basic things. I will talk about those three things in the remaining part of this article.
#1 Nature of value as part of IT Service Management
Before an organisation can think of passing a value to their target audience, they have to know how they want to be perceived by their customer. It is the understanding of the nature of the value that they want to pass across that will let them know what they have to put in place in order to deliver value to their customers.
#2 Nature of Stakeholders as part of IT Service Management
There is a need for you to also understand the nature and scope of stakeholders involved in the whole process. Stakeholders are those that will be affected positively or negatively by the service that you are planning to render. It is important for you to identify stakeholders both within and outside the organisation. This will help you to go a step further in identifying what their interests are in the project.
#3 How value creation is enabled
Another fact that you need to take into consideration has to do with how value is been created through service. There is a need for you to consider how your service is been perceived by your end users. Do they believe you are really adding value to them? There is a need for you to also get feedback from your service consumer if you really want to make a mark in term of service delivery to customers.
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