By John Moore –  Process automation is a broad software category with specific uses within IT departments and the wider enterprise.

Different facets of the technology automate repetitive tasks, workflows and more complex processes. Product categories within the process automation umbrella include robotic process automation (RPA), business process automation and digital process automation (DPA). Other products include workflow automation software and low-code/no-code tools.

For IT shops, process automation use cases generally fall into two categories: IT automation and IT process automation. Traditionally, IT automation focuses on discrete, repetitive tasks such as server and storage provisioning. IT process automation typically targets multistep functions such as service management and incident response. The lines between the two areas are blurring, however, as vendors expand product offerings and add new features. For example, AI is adding autonomous decision-making capabilities to the process automation mix.

The technology landscape might be complicated, but the goal for IT managers is straightforward: Improve their operational efficiency and extend those productivity benefits to in-house customers.

1. User support

Service management, a core user support function, involves a variety of tasks, such as handling user requests, creating and managing support tickets, and guiding change management. Automation eases repetitive tasks along that spectrum of services while also speeding up time to resolution. Options here include IT service management (ITSM) software, RPA offerings and low-code/no-code platforms.  Read On: