An Approach for IT Service Request Management Automation

Abstract

Organizations use various applications and services in the complex business environment to keep their business running and operating smoothly. The thesis explores the multiple aspects of IT service request automation and principally examines how IT service request management processes could be automated. The literature review consists of automation, Information Technology Service Management (ITSM), Information Technology Infrastructure Library (ITIL), and Service Integration and Management (SIAM). These crucial themes strongly aligned with the aim and objectives of the study. The theoretical framework for the study leans on a change management framework as the aim is to propose an approach to automate some parts of the service request management process. This chapter also presents agile methodologies and DevOps practices that can be inte-grated into automation implementation work. The primary data for the study was gathered by interviewing eleven selected ITSM experts. The interviewees shared their expertise and experiences that helped define the approaches of IT service request management automation. The secondary data for the study were collected from multiple sources, significant articles, literature, and resources available online. The collected data was analyzed carefully, and the results of the study provide a comprehensive approach to IT service request automation, which includes potential benefits of automation, scopes for service request automation, best practices for automation, and finally, suggests the tools and software that can enable the IT service request automation. There are endless possibilities to enhance IT service request automation nowadays with the help of all the latest AI technologies. The IT service management industry can transform dra-matically if all the automation capabilities are implemented correctly.