Balancing ITSM Automation with Human-First Solutions: An Expert Guide 

Automation has transformed IT Service Management (ITSM), altering its operations and increasing efficiency, reducing manual errors, and speeding up resolution times.  

But the equilibrium between automation in ITSM and human engagement is delicate. While we embrace the precision and productivity of automation, we shouldn’t overlook the importance of human intervention. 

With insights from Gus Huber, Evergreen’s Director of End User Solutions and Operations, we explore how ITSM automation has remodeled the ITSM sector, why it’s important to retain a human-centric approach amid the rise of automation, and discuss some feasible strategies to achieve a balance between automated and human-oriented solutions. 

 Let’s dive in.  

The advantages of ITSM automation  

Automation has undeniably empowered enterprises to refine their workflows, automate mundane tasks, and concentrate on more complicated, value-adding activities. 

Automation can enhance and simplify key ITSM processes like: 

• Incident management 
• Change management 
• Service request fulfillment 
• Knowledge management 

But Gus points out that automation isn’t without its obstacles. Over-reliance on it can lead to a disconnect between ITSM experts and the users they support.  

While automation can tackle routine and complex tasks, it lacks the consistent ability to understand individual user nuances and provide the empathy that a human customer service agent can offer.  

This is where a balance between automation and a people-centric approach becomes critical to ITSM strategy.  

RELATED: Top Qualities & Skills of a Great IT Service Desk Employee 

Why should you keep a human-focused approach? 

A human-first approach to ITSM assures that technology benefits people. It encourages a culture of empathy, comprehension, and customization that can’t be attained solely through automation.  

This approach can lead to: 

• Enhanced user satisfaction 
• Greater adoption of IT services 
• And ultimately, a more productive ITSM strategy! 

Here are four reasons to maintain a human connection while employing ITSM automation: 

Customers Like human connection 

Automated systems are productive and efficient, but they struggle to connect on a human level. This connection is what fuels superior customer experience.  

A recent CSG report found that 36% of customers would rather wait to speak to a human despite automated self-serve solutions being available. 

ITSM isn’t merely about solving technical issues—it’s about comprehending user needs, apprehensions, and frustrations. A human agent can empathize with a user’s circumstances, offer reassurance, and provide customized solutions. This human connection can result in improved user satisfaction and loyalty, which are crucial in today’s competitive business environment. 

It Assists in tackling complex issues 

While automation is superb for handling routine tasks, complex issues sometimes require human intervention. Automated systems can struggle with tasks that demand critical thinking, problem-solving, and creativity. 

Human ITSM professionals can utilize their expertise and experience to tackle these complex issues, offering effective and innovative solutions. 

“While automation can quickly and consistently organize incidents, requests, and other events, we must still rely on human engagement to consider the full context of a given scenario, and to appropriately prioritize based on impact and urgency,” says Gus.  “It’s paramount that we focus learning and development for our teams on critical thinking skills that can balance the growth and expansion of the data that AI and automation will present to us and give us the ability to accurately and rapidly distinguish what’s important.” 

It Ensures user-centric services 

A human-first approach ensures that ITSM services are designed keeping the end user in mind, a point that Huber stresses later.  

While automation can improve these services, it’s the human touch that ensures they truly align with user needs. Human ITSM professionals can comprehend the nuances of user needs and experiences, which can be extremely beneficial in designing user-centric services. 

It Promotes continuous improvement 

Continuous improvement is a key element of efficient ITSM, and this is where human intervention shines. Human ITSM professionals can gather and analyze user feedback, identify areas for improvement, and implement changes. 

While automation can support these practices, it’s the human touch that propels continuous improvement, ensuring that ITSM services evolve to meet user needs and expectations. 

4 ways to balance automation with the human touch in ITSM 

As we navigate the complex landscape of ITSM, the pertinent question is: How do we harness the benefits of ITSM automation without relinquishing the irreplaceable value of human interaction?  

Huber emphasizes the importance of treating automation as a tool for experts to enhance their productivity, not replace them. 

“At Evergreen, we view automation as an accelerator and an enabler for the experts within our ITSM approach,” says Huber. “We consider the customer expectations, the workflows involved, and the outcomes required to determine the best blend of automation and expert harmony.”  

Here’s a more in-depth look at what that entails, including how to center the end user in your ITSM strategy:  

1. Incorporating empathy in customer service 

Empathy stands at the heart of exemplary customer service. It entails demonstrating genuine concern for customer issues and commitment to their resolution.  

While automation is great at managing routine tasks, it’s human assurance and support that becomes critical when customers are frustrated or upset. Therefore, you need to train your ITSM team—or hire employees—to have soft skills like empathy. 

2. Build with the user experience as a priority 

When integrating automation, Huber advocates for using your customers’ needs and values to understand where automation fits best within your ITSM framework. Anticipate how your customers connect with you, where they seek and demand value in the process, and what elements of their experience, and your delivery, that you can optimize.

He presents three elements to consider in the process:  

• Time: How can automation reduce the time to submit, process, and resolve while maintaining a personalized approach? 
• Cost: Where can automation optimize the balance of domain expertise versus predictable workflows without sacrificing the overall experience? 
• Quality: What elements of accuracy, completeness, and consistency can automation reinforce in each process? 

The exact answer to these questions will vary from company to company, but the end goal is the same: an ITSM automation strategy that considers your customers’ unique needs. 

For instance, automating the process of submitting a service request can make it easier and faster for users, improving their overall experience. Automation can also handle other routine tasks like password resets or software updates, allowing your ITSM team to focus on the more complex issues that end users experience.  

3. Gather and act on user feedback 

You don’t have to guess where your end users might appreciate faster, automated solutions and where they would prefer a human’s help.  

Automated systems can disseminate post-interaction surveys for users to evaluate their experience and propose suggestions for enhancement. Your team can then use their feedback to improve the end-user experience. But make sure these surveys are asking for and measuring actionable feedback and insights. 

4. Emphasize training and development  

The success of your ITSM team in collaborating with automated systems hinges on their training and development. This can involve training on the specific automated systems you use, as well as broader training on topics such as: 

• Customer service 
• Problem-solving 
• Effective customer communication 
• Troubleshooting complex technical issues 
• Leadership and management 

While automation can facilitate these processes, it’s the human element that propels ongoing improvement and customer satisfaction, ensuring that your services continually evolve to meet user needs and expectations. 

Striking the optimal balance between ITSM automation and a human-centric approach now 

Automation has indeed brought about significant transformation in the ITSM sector. However, it’s important to balance it with a user-centric approach. By strategically integrating automation in ITSM and preserving an emphasis on human engagement, you can cultivate a more efficient, user-focused ITSM strategy. 

Wondering how to incorporate automation in your ITSM processes, or how to improve the automated processes you have in place now?  

Evergreen offers ITSM services and solutions across your needed level engagement. Plus, we’re a division of Insight Global, the 2^nd largest IT staffing company in the world. We can work with you to create a well-balanced ITSM automation strategy and provide the skilled talent to execute it all.  

Connect with us today and discover how our custom-made, user-centric solutions can streamline and optimize your ITSM processes.