Runbook Automation for Service Requests, Chapter 6: Get Started Now
It’s 11am. You have important projects to complete, but you’ve already been interrupted by multiple requests — tickets, Slack messages, and even a phone call. It always seems like someone needs you to do something. To make matters worse, these service requests are largely the same repetitive tasks.
Now it’s 2pm. Just when you finally get back to your project work, you find yourself blocked and needing someone else to perform a task for you. Now you are the one opening up a service request and waiting for someone else to provision, configure, or investigate something for you.
Where did the day go?
The inefficiency of service requests —waiting, interruptions, slow turnaround times — has long been accepted as part of our default way of working. We have learned to accept the status quo as “the way it is” and not question the staggering costs.
How much of your operations team’s day-to-day time is lost to the interruptions, waiting, and inefficiency surrounding service requests?
The loss could be as much as 35-45% of a team’s total time. That’s what was discovered during a joint study of operations teams at 14 large enterprises by the consulting companies Liatrio and DTO Solutions in 2017.
A common trait shared by nearly all of the companies? They each dramatically underestimated the amount of time they were losing to the interruptions, waiting, and inefficiency of operations service requests.
Let’s get started calculating the full costs of service requests in your organization.
This guide covers:
- Methods for calculating the total cost of the waste around operations service requests
- The ROI of leveraging Runbook Automation to turn service requests into self-service
Chapter 6: Get Started Now
- Talk to your colleagues – While data from your ITSM/Ticket systems should be pointing you in the right direction, don’t forget to reach out to both your colleagues who make a lot of service requests and your colleagues who field a lot of service requests. From their perspectives, what requests are the most disruptive, the most repetitive, the most impactful, or even just the most annoying or frustrating? Don’t forget that when you are trying anything new, it never hurts to start with an example that makes the most people in your company nod their heads in agreement.
- Call Rundeck – We’ve either been in your shoes or worked with a customer in a similar situation to yours. Give us a call, and we’d love to talk. From Rundeck Enterprise to our professional services, we’re here to help
About Rundeck
Rundeck delivers the most popular Runbook Automation platform. Rundeck makes it quick and simple to turn service requests into safe and effective self-service. You can think of it as an “easy button” for your operations. No more repetitive requests interrupting your subject matter experts. No more waiting in ticket queues for someone to execute operations tasks for you. Everybody gets more done — and gets it done a whole lot faster.
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