The reality about low and no code automation service management - an Interview

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Why is no one talking about service automation management? When companies automate processes, they think of the following: - Cost reduction - More efficient processes - Relief for employees But almost no one thinks about the maintenance effort that grows along with it. In other words: If this is forgotten, the benefits achieved quickly vanish into thin air. This is a problem that many companies are already facing. A problem that will soon be felt by some companies. A problem that can be solved by Service Automation Management. But nobody is talking about it yet. Even on Google you can't find anything about it yet. But there are a few people who think ahead and deal with this topic. And are developing concrete solutions for it. One of them is Sebastian Mertens. (CEO & Founder of ASERVMENT). And in the new podcast episode we analyzed this topic in detail and talked about the solution approaches. (Link in the comments) Have fun listening in! Translated with www.DeepL.com/Translator (free version)

It looks like this One has automated some processes. One has already made various mistakes at the beginning, such as not documenting exactly. And so on. It was in the beginning exciting – now it becomes stressful. How can you avoid these challenges in advance, that they don't come about at all or if they have already come about? How can they be solved?

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Want to listen to the full interview? 
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Episode #66
https://linktr.ee/christophpacher

The Interview:

So the classic one, the one that you can do, of course, is that you don't give access to the employees and say Okay, if you want to upload your pdf here, if you want the processes to run automatically from your design to the department, then please create a ticket for it. That's a variant of course, but there we know, that costs speed, doesn't make the employee happy and the process is actually just a disaster. I would exclude the variant that we follow with the employee, so to speak, not enable, but that we always focus on enabling the employee. And the moment we empower the employee now clearly, we have to educate the employee. He has to know, no matter what platform, no matter what low code tool he's in, how to work with it, what standards to adhere to, what naming conventions and and and. That uncontrolled growth is of course tried to be stifled directly at the root. But what we can't manage at all is, and you will see this if you go to iPaaS platforms, there are various ones on the market, that you can simply add private connections such as a private Dropbox, that you can go there.

It looks like this one has automated some processes. One has already made various mistakes at the beginning, such as not documenting exactly. And so on. But now it was exciting. How can you avoid these challenges in advance, so that they don't come about at all or if they have already come about? How can they be solved?

So the classic one, the one that you can do, of course, that you don't give access to the employees and say Okay, if you want to upload your pdf here, if you want the processes to run automatically from your design to the department, then please make a ticket on it. That's one variant of course, but there we know, that costs speed, doesn't make the employee happy and the process is actually just a disaster. I would exclude the variant that we follow with the employee, so to speak, not enable, but that we always focus on enabling the employee. And the moment we empower the employee now clearly, we have to educate the employee. He has to know, no matter what platform, no matter what low code tool he's in, how to work with it, what standards to adhere to, what naming conventions and and and. That the uncontrolled growth is of course tried to be stifled directly at the root. But what we can't manage at all is, and you will see this if you go to iPaaS platforms, there are various ones on the market, that you can simply add private connections such as a private Dropbox, that you can go there.

And these are cases from reality, where someone in financial accounting thinks, I have to merge these two PDFs and do it in his private Google Drive. These are all cases that of course, if now you don't give access to the user, you could monitor. But of course, you want the employee to be able to complete his processes and tasks independently. And for that, of course, you have to put a certain security layer on top of it so that it's compliant and there are no risks for the company.

Let's talk about companies that have already automated many processes. Where do they currently stand and what challenges are they currently facing? For example, a major customer of ours that has automated several, three, 400 processes with us can no longer do it alone. We have to take a hard look at ourselves. We may have made mistakes here because we should have relied on documentation, expertise, and development much, much earlier with the customer. That can be made up for, that can be healed. But what can't be cured are the challenges that come with API technology when you build processes on the basis that an app has a timeout, that monitoring has taken place. What data runs via the API? It is also very easy to transfer a virus to SharePoint via Outlook when every attachment is written away. All these processes bring a risk.

In an incident something breaks, someone moves a filter, the database fails, changes and and and all risks. At some point, it's no longer impossible to manage this manually. Employees sit there and check whether the processes are still working. But with software, you can automate this very, very well so that at least this service management part, which you have classically in every department. For the customer, when he scales, it must resolved or this effort must be minimized.

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How to secure Access Management in Low and No Code? ASERVMENT can help you to solve these issues.