I am a big fan of automation , you improve efficiency by generating a consistent result fast.
But it needs to be worth it, you need a certain quantity of requests before the investment pays off.
Luckily we have these kind of environments in our partner portfolio.
Here we use the service manager portal not for the end-users but we present the portal to the first line helpdesk so they don’t have to escalate certain tasks to second line. All requests are automated by orchestrator runbooks.
And we are on 4874 completed request.
Simple math : about 10 minutes if the action is performed manually , this makes 48740 minutes -> 812 hours -> 101 working days saved, this time can be spent on tasks that create a real added value for the partner.