Defining RPA in IT Services

Total Automation, as per Gartner, is the new buzzword in the IT Industry. Organizations are moving to value chain systems that rely on complete automation. This by 2024, says Gartner, will change the way 30% of IT companies would work as a result of scaling up automation in capabilities of providing remediation in a variety of areas from support services to continuous engineering.

The number and mix of tasks that are mundane in nature are high, though IT as an industry is making rapid strides ahead.  IT professionals carry out repetitive and slow tasks interacting with age-old systems consuming long durations of time.

This is perfect for a Robotic Process Automation (RPA) system to be put in place as manual duplicated tasks are carried out through automation.

RPA and benefits for the IT Dept

IT Dept. cannot be separated from the digital transformation process. Hence speedy implementation of RPA gives a new meaning to employee functions.

Customer Experience would occupy a key position in the years to come and technology leaders would also be spearheading improvement initiatives.

IT Services, from a point of view of RPA, would a mean customer focused and an evolving business process. A few other reasons why RPA scores in terms of incorporation would be

Reduction or elimination of human errors.
Better productivity and enhanced efficiency.
Adaptability and expandability of automated workflows.
RPA uses in IT Services
While many factors affect the scope and implementation of RPA in the IT services domain, 6 specific areas remain almost constant for almost all types of businesses wherein RPA can be put in place

Onboarding of employees
Updation of company systems
Tracking of tasks
Migration of Data
Support and helpdesk management system
Management of passwords
Case study examples of RPA in IT industry

1. Data Migration

Problem:- 
Let us assume that an accounting firm finds it difficult to transfer a huge quantum of data that has files of multiple types and this has to happen both at a corporate and departmental level. The files would be of various sizes and formats. Apart from the fact that the duration of time taken would be too long, the possibility of errors cannot be ruled out.

Solution:-
With RPA in place, a bot does the job with ease. It recognizes and opens the respective files and initiates an upload to where they belong, based on specific pre-determined categories. Once the tasks are completed, they are marked and the respective teams are notified for follow-up action.

2. Account Management

Problem:-
Imagine a process where the HR dept has to select and onboard joinees. Their user accounts need to be created and credentials need to be activated. Details would have to go to the respective candidates too. This would be a time-consuming procedure. Monotonous as well.

Solution:-
By implementing RPA, a bot can create the IDs, intimate the team members, consolidate them and tag the HR and IT dept. and copy them. It can also upload the details into the central database.

3.  Password Resetting

Problem:-
Forgetting Passwords is common, there are multiple requests from many team members at the same time to reset them. This has to be done for all details sent to them. The same has to be updated in the system too. It kills time.

Solution:-
A bot put in place, works on the requests, resets the passwords, and also sends the details to the concerned team members while simultaneously updating the database.

4. Helpdesk

Problem:-
The Helpdesk receives many requests that have to be serviced by multiple departments and channels. These being of different types need to be marked, sorted, and sent to the respective response teams for completion.  It takes away much of productive time.

Solution:-
There is an easy solution through RPA by employing a bot. The requests are picked up and details of the concern are fed into a central database. It then employs text recognition software to sort these and sends them to the respective departments for redressal. The status is marked accordingly, post-completion.

Conclusion
RPA is a blessing for IT team performance and delivery standards and processes. It gives the team a sense of fulfillment in getting rid of repetitive and monotonous tasks, helping the team members to focus on quality and effective work