Integrating UC and IT Service Management

Integrating UC and IT Service Management

IT Service Management (ITSM) defines the processes that organizations use to deliver information technology in a way that delivers measurable business value. For the last several years organizations have adopted structured ITSM approaches, often based on ITIL (IT Infrastructure Library), to ensure that IT services meet the needs of the business, both now and in the anticipated future.

A key feature of ITSM is the automation of service management and delivery, often through the use of robotic process automation (RPA). RPA allows for the replacement of manual, repeatable tasks with programmable bots. For example, an organization can use RPA to provision a new account profile when on-boarding a new employee, or allow employees to make changes to their services via web-based chat, in which the chat agents performance automated acts (e.g. resetting a password) based on user requests.

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