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Automation allows you to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. It can streamline the way IT operates and shift tedious administration tasks away from people in order to allow them to focus on higher-value work. Since the automated processes are recorded, management can review these events to determine if there are areas where further improvement can and should be made. Not only does Automation save your organization a significant amount of money in terms of operating costs, but it also frees up service desk analysts to focus their efforts on more mission-critical tasks such as assisting customers on complex issues and customer satisfaction.
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The current automation web application is fully supported only in the Chrome web browser at this time. |
Benefits of Automation
Following are the benefits of automation:
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- Any system that allows Web Services (SOAP and REST)
- Any system accessible from a command line (Unix, SSH, and more)
- Provisioning virtual systems on any Cloud platform such as AWS, Azure, Google Cloud, and more
- File system SFTP
Activate Automation add-on
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To purchase a subscription, contact your Serviceaide account manager. The account manager can arrange to have the add-on activated for your organization's production and staging instances, generally within a few days.
You can send an email to info@serviceaide.com to request a trial.
How Automation works
Following is a brief overview of how automation works:
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- The workflow initiates when a Service Desk Analyst or an End User logs a Ticket from a Service Catalog which is tied to an Automation Workflow.
- Based on the parameters in the ticket, the appropriate ISM Process Workflow is applied to the ticket.
- The ISM Process Workflow internally calls an Automation Action (without an analyst interaction).
- This Automation action then executes the appropriate operations or tasks as defined within the Automation workflow.
- The Automation workflow is capable of updating the ISM Ticket with the status of the task that is, whether the task failed or completed successfully.
- Based on the status of the task, the Automation workflow updates the status and resolution of ISM Ticket. Notifications from the Ticket notify the user about fulfillment and/or status of Ticket.
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Execute an Automation Service from a Ticket Workflow
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Activate Automation add-on
Automation is an optional add-on and is a separate subscription from the rest of Intelligent Service Management licenses. Automation is licensed based on workflow executions.
To purchase a subscription, contact your Serviceaide account manager. The account manager can arrange to have the add-on activated for your organization's production and staging instances, generally within a few days.
You can send an email to info@serviceaide.com to request a trial.
Learn More
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