Top 16 RPA Use Cases in IT Services in 2024

IT leaders recognize the vast potential of RPA to optimize workflows, boost productivity, improve data quality, and enhance security. As per Gartner, RPA adoption in IT services is predicted to grow at over 23% CAGR through 2025.

In this comprehensive 2000+ word guide, we will explore the top 16 use cases for deploying RPA bots to automate IT functions and processes in 2024.

Why is RPA Useful for IT Teams?

Here are 5 key benefits driving RPA adoption in IT:

1. Improved efficiency

By automating repetitive, manual tasks, RPA allows IT staff to focus on higher-value work. Bots can work 24/7 without fatigue. McKinsey estimates RPA can free up to ~20% of IT teams‘ time.

2. Enhanced data quality

RPA eliminates human errors in data transfers, updates, etc. leading to improved data integrity. Automation ensures 100% accuracy.

3. Increased productivity

With time savings from RPA, IT teams can take on more projects and requests. RPA also speeds up response times. Bots work round the clock.

4. Better compliance

Bots automatically log activities creating reliable audit trails. RPA improves compliance with data regulations like GDPR.

5. Cost savings

RPA saves on operational costs by reducing manual labor needs. It provides ROI in less than a year in most cases per Forrester.

Clearly, RPA has huge potential for optimizing IT management activities. Now let‘s explore the top use cases.

Data Management Use Cases

Data management consumes a significant portion of IT teams‘ time. RPA bots can automate the following data-related tasks:

1. Data Entry

Manually entering data from one system to another is tedious and error-prone. RPA bots can quickly transfer data between systems by copying and pasting or using OCR to extract information.

For instance, RPA can help IT teams with:

  • Importing employee data from HRMS to IT user account management systems
  • Transferring customer data from CRM to marketing analytics platforms
  • Entering asset and inventory data into IT asset management systems

2. Data Transfers

Bots can seamlessly transfer data between business systems like ERP, CRM, HRMS etc. This eliminates duplicate records and improves compliance.

Examples include:

  • Moving customer data from legacy CRM to a new CRM system
  • Importing user credentials from Active Directory to identity access management tools
  • Syncing product catalogs from ERP to ecommerce platforms

3. Data Updates

RPA can pull data from multiple sources and update databases and systems in real-time. This ensures accurate, up-to-date data.

For instance:

  • Updating customer contact info in CRM when updated in service tickets
  • Refreshing machine specifications in asset management tools
  • Maintaining user access rules as per changes in LDAP or Active Directory

4. ETL Processes

Bots are adept at ETL (Extract, Transform, Load) processes which involve pulling data out of sources, processing it, and populating target databases.

Use cases include:

  • Automated data warehousing tasks
  • Migrating data from legacy databases to modern data lakes
  • Converting unstructured data like emails, PDFs into structured data

5. Data Validation

Bots can cross-verify data across systems to identify duplicates or anomalies. This improves overall data quality.

Examples:

  • Comparing customer info in marketing, sales and service systems
  • Validating hardware inventory and utilization data
  • Verifying employee status and access rules are aligned

6. Data Archiving

Outdated data can be automatically identified and archived by bots according to organization policies.

For instance:

  • Archiving records of ex-employees after offboarding
  • Moving inactive customer data to cold storage as per privacy policies
  • Backing up audit logs after 3 years to reduce server overhead

By automating data tasks, RPA enables IT teams to maintain accurate, consistent data across the enterprise. McKinsey estimates RPA can help improve data quality by up to 90%.

Network Management Use Cases

RPA can automate several aspects of IT network management:

7. Monitoring Network Health

Bots can continuously monitor network connections, latency, uptime/downtime events. They can track performance KPIs and email reports.

For example, bots can:

  • Monitor server uptimes and latency for mission-critical apps
  • Log the number of failed login attempts to detect breaches
  • Track network bandwidth utilization trends

8. Managing Network Infrastructure

Bots can execute commands to start/stop servers, workstations, allocate resources based on demand. This optimizes infrastructure usage.

Use cases include:

  • Spinning up / down cloud servers per application traffic patterns
  • Assigning bandwidth and storage as per peak usage needs
  • Automating failover and disaster recovery procedures

9. Diagnosing Network Issues

For common network errors, bots can run diagnostics, check configurations, validate user permissions and resolve basic issues.

For instance:

  • Running traceroute, ping, nslookup to diagnose connectivity issues
  • Checking firewall rules causing application failures
  • Reset permissions for users unable to access shared folders

10. Automating IT Ticketing Workflows

Ticketing systems like ServiceNow can be automated by bots to process requests, route to appropriate teams and update statuses.

Examples:

  • Logging tickets from call center chats and emails
  • Assigning tickets based on categories like hardware, software, network
  • Updating ticket statuses when work begins or is completed

By handling such tasks, RPA enables IT staff to focus on critical infrastructure and application issues.

Automating Onboarding and Offboarding

IT spends significant time on managing joiners and leavers. RPA can automate:

11. New Employee Onboarding

Bots can create user accounts, email ids, and provide system access by pulling data from HRMS. They can enroll users into training.

For example:

  • Setting up laptop and work computer as per employee level
  • Creating email id, resetting password as per naming conventions
  • Granting access to shared drives and collaboration tools

12. Employee Offboarding

When an employee leaves, bots can disable accounts and system access. They can trigger asset return workflows.

Such as:

  • Disabling email id and access to business systems
  • Initiating laptop return process through IT ticketing
  • Revoking access to servers, databases etc.

13. Access Management

Joiners and movers can be assigned to groups, sites and roles based on designation, department etc.

For instance:

  • Adding new finance hires to ERP user groups
  • Granting developers access to source code repositories
  • Updating site access when employees switch roles

By automating onboarding/offboarding, IT teams can seamlessly manage employee transitions and data security.

Streamlining IT Helpdesk

Many common helpdesk tickets can be resolved automatically using RPA bots:

14. Password Resets

The most frequent request. Can be easily automated to instantly reset passwords.

15. Software Installations

Bots can remotely install common software like Office, Zoom, antivirus on user machines.

16. Basic Troubleshooting

For basic issues like network errors, bots can diagnose using decision trees and resolve them.

Additional examples:

  • Remote desktop access to troubleshoot computer issues
  • Guiding users to resolve Outlook problems like fixing profiles
  • Managing permissions and access if users are unable to view folders

Automating such repetitive tasks improves first-call resolution rates. Forrester estimates RPA can resolve up to 40% of helpdesk tickets automatically.

More RPA Use Cases in IT

Here are additional ways RPA can drive value:

Automated Reporting

Bots can compile IT reports by aggregating data from multiple systems:

  • Helpdesk metrics (tickets opened/closed)
  • Asset tracking and utilization reports
  • Monitoring SLAs, uptime, performance KPIs

Anomaly Detection

Bots can continuously monitor systems and networks to detect anomalies:

  • Sudden spikes in bandwidth usage
  • Suspicious failed login patterns
  • Unscheduled system downtime alerts

Automating IT Requests

Bots can process common IT requests like software access, new asset procurement etc.

  • Ordering devices through vendor portals
  • Provisioning software licenses and access to users
  • Managing permissions for file shares and sites

The Future is Automated

RPA adoption in IT services will continue grow exponentially. IT leaders who embrace RPA will gain huge competitive advantages through…

  • More productive teams
  • Lower costs
  • Improved security
  • Better user experience

To learn more about leveraging RPA in your IT organization, download the RPA implementation guide:

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Or feel free to contact us for a personalized demo and consultation on automating your IT processes with RPA.