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Manual provisioning of processes is difficult – it is time-consuming, tedious, and prone to errors. Companies aren’t the only ones who benefit from provisioning (or in other words, automated provisioning) – it also reduces the administrative workload considerably, meaning that employees are more satisfied, as they can access the systems they need immediately.
Provisioning allows IT administrators to assign rules and roles to workflows stored in the system based on processes. Services are used to provide users with these workflows via service catalogs. They form part of a service portfolio integrated in service management. In this way, the IT administrator can cover new user requirements through a self-service portal. Once approval has been granted, the orchestration of provisioning follows.
The system must always inform the user of the progress status, as transparency is essential. If errors should occur during provisioning, those responsible can quickly see and fix this, for example, in an integrated service desk.
Benefits of automated provisioning
Successful provisioning requires clearly-defined processes and solutions that communicate with each other. In an ideal scenario, this occurs bi-directionally and in real time. Provisioning thus offers considerable benefits:
- Time savings (two hours can quickly be reduced to two minutes)
- Lower probability of error
- Less administrative effort
- Enhanced security
- Reduced workload for the help desk due to fewer inquiries
- Enhanced quality
In summary, these points ensure a better employee experience and employee satisfaction increases. Employees are able to get to work more quickly thanks to faster access to the necessary systems.
Provisioning and employee experience
Automated provisioning has a tremendous influence on the employee experience. This is because employees expect everything to work as simply on the job as it does when shopping online at home. Delays in the workplace can quickly result in negative impacts, whereby the employee experience suffers. In extreme cases, it can even lead to employees resigning from the company.
Provisioning is for each and every industry
When it comes to provisioning, no one industry in particular stands out, as cost pressure prevails in all sectors, as well as the need to inspire one’s employees. For instance, this shows Matrix42 customer Magna.
Matrix42 published a user report together with the company. In this report, both partners state the economic benefits that provisioning had for Magna:
- Up to 31 percent return on investment
- Amortization possible within 17 months (ROI)
- Net present value of USD 1.7 million
- Increased productivity in the area of IT amounting to USD 4.3 million
- Increased end user productivity amounting to USD 1.8 million
Step by step to automated provisioning
The ideal approach does not necessarily have to consist of a whole new solution. The analysis and integration of existing solutions, which have public interfaces or APIs, is much more important. Companies should first figure out whether it will be truly useful to automate certain tasks before they connect an API. This is the only way of ensuring that costs stay low, while providing free time for employees to attend to other issues.
However, employees also being able to use these solution systems is a must. Users must be familiar with their advantages and disadvantages. This is the only way for full automation to be successful. Getting to this point is usually a long process. As with agile development methods, you should automate in small portions. Thus, companies can quickly and sustainably reach goals and combine manual and automated processes using skillful service design. Finally, this makes it possible for services and systems to be integrated one at a time. In doing so, the focus should always remain on the end customers and their satisfaction.