The IT department is the heart of your organization. Employees rely on the processes executed by the IT department to enable them to keep doing their day-to-day tasks. So, inefficiencies in the IT department can lead to enterprise-wide bottlenecks and roadblocks to productivity.
Bizagi’s free process templates make it easy for you to automate key processes that are essential for your IT department, and the wider organization, saving time, money and stress for everyone involved. Here are three IT processes that you can automate right now:
1. Access Management
How can your IT department know what information should be available to each user? And how can you ensure that each user only has access to information that is strictly necessary?
The Information Technology Infrastructure Library (ITIL) is a framework for the management of technological resources, focused on ensuring customer satisfaction while at the same time defining standards that allow control, operation, and management of them in order to achieve strategic goals. The Bizagi Access Management template is based on the ITIL practices to ensure the availability of information to users that really need it.
Using this template, which is available to download for free from the Bizagi Xchange, you can create requests for activating or deactivating permissions for applications, folders or services. It is also possible to manage approvals, enable complete control of the activities within each request, and update the list of users’ active permissions.
In addition, you can control users’ access through easy communication between human resources and information security management areas. So, you can attend to requests faster and create a communication channel to warrant the confidentiality and security of the information. This helps you gain complete control over the information that users can access based on their roles and responsibilities, while being guided by ITIL to be 100% confident when granting access permissions.
The technology in your organization will inevitably go wrong at some point, or users will require assistance to solve a problem. So the Help Desk, or process of being able to raise a support ticket, is vital to keep employees productive.
The Bizagi Help Desk process, available to download for free from the Bizagi Xchange, allows your IT department to efficiently manage employee incidents and requests, providing effective solutions quickly. This can help improve employee productivity and leverages a continuous improvement discipline. The process allows you to gather control of your case history to boost your knowledge base, which in turn helps to provide a result for every case, and enforces SLAs for standard support responses, especially for frequently reported incidents.
Bizagi will assign the case to a first-level helpdesk agent, who will register the activity, then either request more information, solve the ticket, or escalate the ticket to the second level. They can then offer a solution via comments, or attachments. Bizagi will keep track of the time spent finding a solution with the activity history feature. The solution can then be recorded in the knowledge base, so that others who encounter the same problem in a request can also solve it.
This help desk process enables to a formal, yet flexible flow enabling all your internal IT requests can be effectively qualified, managed and solved, meaning minimal day-to-day impact on value-adding activities.
Your organization is dependent on IT to function, so there must be defined procedures and policies to efficiently manage it. Change Management helps your organization to respond to changes as part of business continuity, for any new business requirements, or for continuous improvement.
Any change requires a proper evaluation of possible effects and carefully planning and execution to minimize any impact or disruption. This is where digital process automation, put in place with Bizagi’s change management template, can help.
Much like the Access Management process, this process template is based on ITIL to help guarantee changes through planning, impact and risk evaluation, control of levels of authorization, and assisting in the implementation and documentation.
The process starts with the creation of a Request for Change (RFC), which is first planned and reviewed. It is then submitted to the IT department, who will establish an initial assessment and evaluation to decide if the RFC is accepted, rejected, or if it needs amending. Changes must be approved according to their classification and impact levels.
When the RFC has been authorized, it is planned, developed, tested, communicated and executed. Then the change implementation is evaluated by the requester, who confirms if it was successful or not. The necessary actions to remedy any unexpected or undesired effects of the implementation are performed if required. Then finally, the manager reviews the development of the change and closes the RFC.
Using the Change Management process template, available to download for free from the Bizagi Xchange, will allow you to prioritize and respond to change request, reduce both response times and the number of unsuccessful changes, provide better estimations of time and costs, aid productivity, and identify useful information that will support continuous improvement.
Organizations lose 20-30% of revenue every year due to inefficient processes, according to IDC. So why not empower your IT department to make your organization more efficient with Bizagi? You can download all the templates above from the Bizagi Xchange for free, which you can build in Bizagi Modeler, define data, rules and integrations in Bizagi Studio, and then use Bizagi Automation to actually run the applications. Templates are fully customizable, so they are fully adaptable to your exact requirements. If you like what you see, there are other business process templates available.