Optimizing Service Desk with Automation

Problem Statement:

A Global financial institution sought to reduce manual processes to improve productivity and cost efficiencies. They needed a flexible, scalable self-service solution for the global service desk to accelerate incident resolution while addressing gaps in knowledge management among existing ITSM tools. 

Solutions: 

Resolve Actions automation platform was rolled out to 17,000 users to deliver synchronous automation triggered by incidents and end-user interaction. Guided workflow and decision automation were provided for an intuitive, robust means to maintain knowledge and keep information updated and actionable

Results:

• 60% reduction in ticket volume by proactively managing application, data center, and network alerts
• $1 million saved annually by applying Resolve Actions to 20 of the most frequently occurring alerts, resulting in faster responsiveness and lower cost in responding to events. 
• Incident handling time reduced by up to 50%
• Incident volumes reduced by up to 30%
• Critical process knowledge for IT support and operations was located centrally and tied to a large and expanding library of automation modules.