Tjeerd Seinen has over 15 years of experience in automation of IT processes. As consultant, Tjeerd gives daily workshops at Tools4ever customers and has a lot of contact with employees from IT, HR and helpdesks.
Within Tools4ever, Tjeerd gives strategic advice on long-term product development. An important part of this advice is automation or processes and tasks at the IT department. This translates in Service Automations and TOPdesk’s Shift Left concept.
Shift left with Service Automation by Tools4ever
In recent years, organizations have been working to promote self-service more and more. Instead of sending an email or calling the helpdesk, an employees can create a ticket in TOPdesk, search for a solution to their problem, etc.
Employees are helped quicker and a more professional matter.
However, the logged tickets still need to be manually processed by IT. It’s more like a “Chinese interface”
How do you make sure that an employee, perhaps after approval, gets direct access to a part of the ERP system, gets a higher licence than the current E1 O365 licence and that permissions are revoked after a certain period to avoid accumulation?
How can your further streamline your process and realize Shift left? Which conditions apply to successfully implement this?