2765_ 2765 - IT Automation with Business Automation Workflow managing ServiceNow, Azure DevOps, and Outlook.pdf

1、October 21-24,2024Mandalay Bay Convention CenterLas Vegas,NevadaSaika Pahari,United Airlines,PSS Integration ManagerMike Fink,United Airlines,PSS Integration Senior Developer Jason Allen Smith,IBM Principal Account Technical LeaderWilliam Greenshield,IBM Business Technology LeaderIT Automation with

2、Business Automation Workflow managing ServiceNow,Azure DevOps,and OutlookSession 276520212United Airlines Automation Journey PSS Integration3Why?Taking this Journey GoalBy 2026,90%of all IT tickets should be automatically routed and tracked throughout end-to-end life cycle across multiple ticketing

3、systems and support teams.TodayUnited Airlines IT support groups must interface with multiple systems and suffer from inefficient manual swivel chair actions to facilitate data transfer between them.We also have no end-to-end visibility for problems that span multiple teams or ticketing systems.Our

4、process today consists of pulling tickets from an email inbox,determining if our team can support or reroute,then copying information into ADO,which leads to lags in data transfer,longer queues and resolution times,and no accountability to prioritize and complete tickets.Initial Scope&Use CaseUsecas

5、eAs United PSS analysts,we need an automated triage platform that can facilitate and track IT inquiries across multiple platforms,so that we can reduce MTTR and burden on analysts,as well as increase analyst capacity and internal NPS.Scope Automate Manual Processes Synchronize incident management to

6、ols Triage Incident Tickets Explore ancillary technologies to incorporate as an automated platform4As Is Workflow Focus on SNOW tickets that require ADO TicketsInconsistent Process can last several days or longerLow VisibilityLong wait times dependent on human interaction can extend process by sever