5 Reasons Why HIRO Can Scale Across ITIL Service Management Practices

Behind the most successful digital transformations, you will likely find a bustling ITSM operation. Yet within that operation, success takes more than rigorously implementing “best-practice” ITSM frameworks, like ITIL 4. It takes technologies that can thrive within these frameworks, preempt IT challenges, and scale for tomorrow. In terms of automation, that means picking a solution that goes beyond RPA and its limits.

From availability management to event monitoring, arago’s knowledge automation does indeed go beyond. It can rapidly automate an end-to-end process and quickly expand to others. Whether you’re new to automation or beefing up your ITSM, here are five reasons why HIRO can scale across the ITIL 4 framework.

HIRO Solves for Variations with Ease

HIRO automates tasks in all their subtle variations. Rather than use step-sequencing or hard-coded scripting like RPA, HIRO acquires knowledge like a new employee and then uses AI to apply that knowledge. As a result, it can automate variations and nuances of a task.

For example in ITIL 4 terms, HIRO can be deployed to automate variations of tasks for a service desk, a key management practice. Leading telecom company, Swisscom used HIRO to replace its manual system of triaging service tickets between their company and Internet Service Providers who leased their infrastructure.

Because of service ticket variations, allocation accuracy in the old system was less than 50% and many L2 tickets were incorrectly assigned. With HIRO, Swisscom could assign tickets with 96% accuracy and save 8,000 man hours automating 85% of their L2 tasks. Inevitably, these results also boosted their customer satisfaction index.

HIRO Adapts by Recombining Knowledge 

HIRO’s AI-first approach of applying knowledge makes it extremely adaptable for new business processes. It can learn new knowledge on the job, recombine that with anything it’s already learned and start automating an adjacent process. RPA just doesn’t combine knowledge in this way.

Sticking with the example of Swisscom, the company also used HIRO to automate another ITIL 4 management practice, event management and monitoring, for their residential TV customer support. Before HIRO, customers would call or create a ticket for a complaint but by the time a technician could visit, the signs of the initial problem were usually gone. Naturally, the problem would return days later and the unsatisfied customer would create another ticket. This issue led to both heightened customer dissatisfaction and more man hours required to monitor a customer’s access stability after the problem was resolved.

Swisscom decided to automate this last phase, using HIRO to monitor critical customer metrics, like picture quality, stability index, and access speed for 7 to 10 days. In the event of any issues, it would alert the support team who could proactively fix the problem before that customer experienced a disruption.

Overall, Swisscom reduced annual ticket volume by 67% for the monitoring phase and saved +9,000 man hours by automating 80% of the process that involved identifying an issue, scheduling a technician visit, and then recording customer feedback.

HIRO Is Cost-Efficient as It Scales

In the context of ITIL 4, HIRO aligns with the priorities of IT Asset Management. Knowledge automation requires access to systems and the knowledge to do its job all with minimal effort from IT. As it scales to other business processes, it simply requires more knowledge and access to any new systems. In contrast, RPA requires exceedingly more IT supervision and maintenance to scale because it can and frequently does break.

HIRO Works with Existing Technologies to Automate End-to-End 

From the beginning of an IT issue to the resolution, the ITSM process in a given company typically strings together numerous technologies to make a fix. And oftentimes each of these technologies automates just one step in a process. For example, there are chatbots that create IT tickets, AIOps platforms for IT operations or service desks, as well as RPA to quickly automate routine tasks and free-up time for IT staff.

HIRO can work with all of these existing technologies to automate this process end-to-end. As a result, HIRO can deliver automation across the ITIL 4 framework in everything from service level management, configuration management, and request management to capacity and performance management and more.

HIRO Mitigates Risk 

As Bill Gates once said, “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” Although most automation technologies might seem benign, they can pose risks to a company when left unchecked. For example, a slight software update can wreak havoc if it breaks one or more RPA bots. If your bots are transferring data for financial compliance or sensitive user information, this error can cause vastly bigger issues.

HIRO better aligns with risk management practices in ITIL 4. While all of its automations are auditable, it doesn’t have the numerous fail points of RPA, such as relying on a GUI. Overall, this stability makes knowledge automation more attractive and less risky to scale.

Answering the Call to Digital Transformation 

According to a report by Forrester, “2021 will be the year that every company — not just the 15% of firms that were already digitally savvy — doubles down on technology-fueled experiences, operations, products, and ecosystems.” To rapidly drive this transformation, you need a disciplined ITSM operation powered by technologies that can align with best practices today and scale for tomorrow. In the new year, many IT budgets will likely face a “do more with less” scenario. That’s why finding a cost-effective automation technology, like HIRO, has never been more important.

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