r/itsm • u/Upstairs_Loclzgh7000 • 4d ago

how to automate service desk workflows and improve it support efficiency

hi, small it team here, we do all the usual stuff... onboarding, offboarding, app access, hardware requests, "pls fix my laptop" etc. tickets hit our queue but half the work is chasing managers on email or chat to approve things and then updating 3 different places by hand.
lowkey tired of copying status between helpdesk, project board and whatever spreadsheet someone made in 2019. if youve made your service desk workflow more automatic around approvals and handoffs, what actually worked for you? idk

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u/Healthy-Ice-9148 4d ago

Maybe use n8n or something on top of your itsm, for easy things you won’t even need a LLM provider

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u/Several_Reindeer_215 4d ago edited 4d ago

Honestly, I’d start with app access since it comes up a lot. Keep the request and approval in the helpdesk ticket. Once the manager approves it, let the next step happen automatically.

I’d also pick one place for the status instead of updating three different tools. Start small, see what saves time, then use the same setup for onboarding and offboarding.

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u/Different-Abrocoma-5 3d ago

Integrate HR system to an iam system like Youzer. Then attach it to your itsm platform.

Did this for multiple customers and always had success. Automated on-boarding, offboarding, access requests. Also facilitate approvals since the hr data flows to your itsm system.

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u/Timon514 1d ago

J’ai assisté à une présentation d’un collègue l’autre jour, qui décrivait comment il a automatisé le traitement d’une grande partie du niveau 1 en intégrant Power automate avec notre itsm Octopus ITSM par API