ITSM automation means using simple functionality and rules to take care of repetitive IT tasks automatically, so your team doesn’t have to do them manually every time. These automations help streamline operations, reduce delays, and free up teams to focus on more complex work.
Examples include:
Alemba Service Manager (ASM) makes all of this possible through simple configuration - no coding or integrations required.
Automation in ITSM doesn’t have to be complicated or expensive. In fact, many of the most impactful improvements come from simple, low-effort changes you can make today. In our June 2025 LinkedIn poll, 60% of respondents said that “too many manual tasks” was the biggest blocker to delivering great IT service management. With that in mind, this article walks you through five practical automations available out of the box in Alemba Service Manager (ASM) to streamline operations, reduce resolution times, and improve service quality.
Small automations often deliver the biggest day-to-day impact. Before diving into complex projects, make sure you’ve ticked off the simple things that improve service speed and consistency.
Benefits of simple ITSM automation:
✅ Speeds up call handling and resolution
✅ Reduces analyst workload and manual effort
✅ Improves service accuracy and user experience
By focusing on the low-hanging fruit, IT teams can build confidence, deliver immediate value, and lay a solid foundation for more advanced automation in the future.
For repeat requests that always go to specialist teams - like system access or account setups - create call templates and publish them to the self-service portal.
Users simply click to log the request, and ASM routes it directly to the right team, bypassing the service desk and cutting down on triage time. It’s one of the easiest ways to reduce friction and improve resolution times with minimal effort.
Why it matters: Saves analysts time, avoids misrouting, and improves the end-user experience.
Read how APS Bank harnesses ASMs powerful automation to streamline the employee onboarding process.
Use IPK Workflow Notifications to automatically alert response teams or stakeholders when specific events and ITSM processes occur - such as when a major incident is logged or an SLA is about to breach.
You can configure notifications for virtually any field or status change, ensuring the right people are always informed at the right time without relying on memory or manual emails.
Why it matters: Prevents communication gaps, improves responsiveness, and ensures accountability.
Read how the Victoria University of Wellington automates email communications throughout the request lifecycle keeping customers up to date with progress via ASM.
Triage can be tricky in environments with large service catalogs and many systems. With IPK Workflow Assignment, once a ticket is categorized, ASM can automatically route it to the correct support team using configurable rules.
No guesswork, no misrouting - just fast, accurate escalation.
Why it matters: Ensures tickets reach the right team first time, speeding up resolution and reducing bounce backs.
Analysts often send similar messages over and over-asking for more info, confirming next steps, or providing instructions. Instead of writing each message from scratch, email templates let you standardize and automate these responses.
Templates can be linked to workflow rules or selected manually, ensuring professionalism and consistency in every interaction.
Why it matters: Reduces manual effort and keeps messaging clear, fast, and on-brand.
Rather than manually checking reports to identify trends, ASM’s AI Ops features let you define rule sets that detect spikes or anomalies in ticket volumes. For example, if there’s a sudden increase in calls for a specific system, ASM can automatically log a problem record for further investigation.
It’s proactive problem management, without the need for constant monitoring.
Why it matters: Catches issues earlier, reduces reactive firefighting, and supports continuous improvement.
All of these automations can be configured directly in ASM using tools like:
They require no coding knowledge, no integrations, and no lengthy development cycles. If you’re already using ASM, these are features you can switch on today.
Consider starting with just one of the tips above and building from there—each one is a small step toward a smarter, more responsive ITSM environment.
The Graphical Workflow Designer in ASM
Simple automation isn’t just about convenience - it’s about impact.
Start with these quick wins to free up your team’s time, improve service quality, and build a culture of automation. Once you’ve nailed the basics, you’ll be in a much stronger position to expand into more complex integrations and end-to-end automation strategies.
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With nearly 8 years at Alemba and over 13 in ITSM, Product Consultant Tom Kingsley brings hands-on experience and a pragmatic, consultative approach. Having started on an IT Service Desk, he now helps public and private sector clients enhance their services through smart, practical solutions. He’s especially passionate about integrations and using Alemba Service Manager features like Webhooks and the Connector Builder to deliver results on time and within budget.
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