What is ITSM Automation: A Complete Guide for 2026
Repetitive work is what slows down most service desks, not a lack of people. Most IT teams spend their day handling repetitive work like password resets, ticket routing, access approvals, and standard service requests. This creates constant backlog pressure, slows resolution, and increases avoidable errors. Adding more people does not solve the underlying issue. ITSM automation addresses this by moving routine, rule-based tasks into automated workflows.