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Scapa ITSA reduces costs and improves quality in IT Service Desks by automating standard changes and diagnosing and resolving common incidents. IT Service Desk teams are required to deliver continuous service improvement under continuous cost pressures. Off-shoring has reduced costs, but it has been difficult to maintain quality. Scapa ITSA is a new approach which automates many of the time consuming tasks performed by first and second line support, thereby reducing the load on the Service Desk. IT Service Automation is not to be confused with "Helpdesk Automation" which is merely the process of managing helpdesk processes. Nor is it simply a "Remote Support" solution where Support staff access users' systems remotely. With ITSA, the more repetitive work of the IT helpdesk staff, including work on the user desktop, is actually being done by the automation. First contact resolution becomes Zero Contact Resolution as Scapa ITSA's self-service portal empowers users to fix failures, rather than just to open a ticket. "All tasks should be examined for potential automation to reduce effort and costs and to minimise potential errors."
— ITIL Service Operation Book, 5.14.1 |
