Service Automation and Workflows
Automate repeat processes and improve Service Desk performance with ITIL best practices
Quickly and efficiently get tickets to the right teams with automation rules
SolarWinds® Service Desk lets you automatically get tickets to the right teams, quickly. Ticket routing can be streamlined by creating automatic rules to route and assign incoming tickets or service requests based on criteria such as categories, keywords, requesters, and more. This ensures tickets are sent to the right subject matter experts, who can rapidly diagnose and resolve tickets.
Automate alerts to prepare your team for major events
IT service management automation helps you quickly resolve events potentially impacting the organization. SolarWinds Service Desk lets you build processes and notification rules to prepare your team with the details needed to quickly resolve major events impacting your organization. By automating alerts, technicians can better focus on ticket resolution and proactive measures.
Accelerate ticket resolution with automation rules powered by AI
SolarWinds Service Desk automates ticket categorization with machine learning capabilities designed to help your employees and IT teams accurately select the right category and subcategory for tickets. This artificial intelligence speeds response times by allowing you to automatically categorize, route, prioritize, and escalate tickets to the correct teams.
Build automated workflows to streamline processes across your organization
Automated processes can remove bottlenecks and bridge communication gaps, especially for processes involving multiple stakeholders. Automation can be applied to simple tasks like ordering a device or more complex ones like employee onboarding. Use automation to standardize common processes while increasing consistency, reducing errors, and accelerating tasks.
Get More on Service Automation
Do you find yourself asking…
Service automation allows customers to automate actions based on certain triggers/conditions.
When attempting to follow best practices, as outlined in the Information Technology Infrastructure Library (ITIL) guidelines, it’s useful to automate key tasks in service management and ensure they’ll occur quickly, accurately, and without unnecessary human input. Across a large organization, it’s important your IT service desk implements best practices as efficiently as possible.
Certain parts of ITSM are often repeated and therefore more easily automated. This includes initial ticket processing (ticket categorization and assignment), directing clients to self-service channels, and resolution analytics.
Because service desks often receive more requests than they can handle, IT service automation offers benefits to both technicians and employees. This can reduce the number of human errors, increase execution speed, lower operational costs, and lighten workloads for IT staff. Meanwhile, automation allows you to handle an increased number of tickets and most importantly, deliver an efficient and enhanced employee experience.
Service automation allows customers to automate actions based on certain triggers/conditions.
When attempting to follow best practices, as outlined in the Information Technology Infrastructure Library (ITIL) guidelines, it’s useful to automate key tasks in service management and ensure they’ll occur quickly, accurately, and without unnecessary human input. Across a large organization, it’s important your IT service desk implements best practices as efficiently as possible.
Certain parts of ITSM are often repeated and therefore more easily automated. This includes initial ticket processing (ticket categorization and assignment), directing clients to self-service channels, and resolution analytics.
Because service desks often receive more requests than they can handle, IT service automation offers benefits to both technicians and employees. This can reduce the number of human errors, increase execution speed, lower operational costs, and lighten workloads for IT staff. Meanwhile, automation allows you to handle an increased number of tickets and most importantly, deliver an efficient and enhanced employee experience.
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Automate user service request management from ticket creation, assignment, routing, and escalation.
Use built-in reports (or create your own) to track ticket status, technician performance, and customer support needs.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.