In the context of GenAI, Automation and ITSM - How have you been measuring the effectiveness of automation to eliminate incidents (business disruptions)?
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no title2 years ago
What do you mean by ¨ automation tasks¨? Any material to read for reference? Thanks.
no title2 years ago
Automation Task can be a Job executed by a person or team and then its progress is captured in the form of tasks or service request in the ITSM tool. Before automation and post automation the execution of these services requests should reduce. Similarly this can be implemented as a incident, application configuration, Job scheduling, report requests.<br><br>Bottom line - Need data to present how it was consuming more time and after implementation it saves time, or less prone to human efforts, or Financial benefits.
Success or result can be measured if automation tasks is tagged with ITSM tools like ServiceNow. If you have past history of those tasks which were done manually earlier, then calculate is resolution time and other parameters and then highlights its comparison study. (per ticket resolution reduced to 75 % or 3 hours as example)
There are other automation areas where effectiveness of Automation which can be derived by calculating efforts it is saving for the team and which in turn can be highlighted as cost optimisation and resource reduction forecasting during ideation phase.
there are many other ways depending on the stakeholders looking at the data being presented.