Automation is gaining more power every day, as organizations realize how IT processes directly impact the business and can help it grow … or, hold it back. We’re seeing a staggering climb in task-related demands for IT service management (ITSM), as volumes of work seem to multiply overnight. Organizations are reaching a point where manual process methods can put the business in jeopardy, as human IT staff cannot keep up.

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“Existing workload automation strategies are unable to cope with the expansion in complexity of workload types, volumes and locations driven by evolving business demand, as per Gartner. Digital business is slowed without collaboration and automation inside and outside of IT, leading to siloes of capabilities across business and IT teams.Cost optimization is an evolving challenge, driven by technical debt and requirements to demonstrate business value of investments.”

There’s no end in sight for the more-than-fair share of technological advancements the telecommunications sector has seen. And with change, comes challenges. The infrastructures that establish digital communication and connectivity that nearly everyone depends on are in regular, ongoing need of upgrades, which calls for significant investments in building and maintaining them. Much of the relevant decision-making comes from Communication Service Providers (CSPs).

For a Managed Service Provider (MSP) to grow, it must win new customers. However, each new customer brings more devices and users that require management, incident ticket resolution, and provisioning. If the above is actioned manually, an MSP requires dedicated staff to handle the new clients’ users, devices, resolve tickets and requests. Bearing in mind, each staff member can only support a certain number of users and devices.