Summary
In this chapter, you learned how adding automations to Jira Service Management can improve the efficiency of your IT service desks, reducing the cost per ticket and improving overall user satisfaction.
We learned how categorizing and processing incoming requests early in the request life cycle can increase the response and resolution times of requests as human intervention is no longer required for triage, and we now understand how monitoring SLA compliance with appropriate escalations can help to stay on top of important issues.
Finally, we learned how using automation bots to perform common and repetitive tasks such as resetting a user's password can drastically improve both the time to resolve a request and the end user's productivity, as they no longer have to wait for a service agent to manually perform the tasks.
By using the skills learned in this chapter and applying them to more processes within your service desk, you will not only enable your service...
