Azizi Developments, a leading private developer in the UAE, has deployed robotic automation to enhance its information technology service management core areas, comprising system integration, specific service request processes, a service knowledge management system, end-to-end IT processes, and log processing, all of which enhance Azizi’s operational services internally as well as for its customers.
Robotic automation in the company’s IT service management system results in better process performance, helping forgo the need for manual intervention, orchestrating data exchanges and automating responses.
Dr Syed Mahsud Ali, Chief Information Officer at Azizi Developments, said: “As part of our IT transformation programme, we strive to keep our technological innovation on par with – and at times even beyond - global standards, and ensure our that valued customers are kept at the top of the priority list. For a business to thrive in today’s digital era, and for it to operate in alignment with its stakeholders’ wants and needs, implementing the latest technologies and ensuring that the firm’s team is digitally native is absolutely pivotal. The utility of robotic process automation not only eliminates human error, but also enables our staff to focus on higher-value tasks that require human interaction and supervision, rather than on menial, repetitive ones.”
Robotic automation is undeniably becoming a significant asset in IT service management. Alongside self-service and other elements of service automation, the ability to automate basic and repetitive processes, such as data entry and batch processing, has become a popular tool in optimising the capability of service operations. The integration of robotics will also allow for a rapid scale in customer service operations, reducing operating costs, and boosting agent productivity and satisfaction, all while providing an entirely new, conversational, flawless customer experience.