Service automation is set to replace email for business services as automation emerges as a better way to do business.
A report commissioned by KPMG and ServiceNow has found nearly 75 per cent of businesses still rely heavily on email.
But nine out of 10 IT professionals who responded to the report's initial survey agreed that many business processes commonly transacted through email could be better run by service automation.
The report, Move Over Email: Service Management Brings Automation to the Enterprise, surveyed 275 IT professionals at the Knowledge14 conference in San Francisco.
It showed near unanimous agreement (98 per cent) that IT can leverage the familiar service model they work in to help improve the quality and efficiency of other internal service providers such as HR and facilities through automating their service delivery process.
The survey revealed that 56 per cent of respondents planned to implement enterprise service management within 12 months.
KPMG global Cloud enablement leader, Rick Wright, said IT had an unprecedented opportunity to provide strategic value to the organisation by creating and managing the systems that deliver enterprise-wide services.
“The advantage is that many IT departments already have implemented a systematic approach to delivering enterprise services with a proven IT service model,” he said.
More than 93 per cent of respondents said the role of IT was changing from being an administrator of infrastructure to becoming a driver of enterprise services.
IT teams are beginning to deliver automated enterprise-wide services offered through consumerised ‘self-service’ portals that span IT, human resources, facilities and other departments, according to the report.
These services manage business processes, enact changes, address problems or procure information.
More than half (56 per cent) of survey respondents said that HR was the best department outside of IT to start with in the implementation of service management.
Facilities (23 per cent) and purchasing (13 per cent) came in second and third respectively as candidates for services management.
ServiceNow chief marketing officer, Beth White, said where consumer services were automated and service experience was easy and efficient, many organisations still relied on email to request and receive business services.
“IT professionals see a clear opportunity to deliver greater efficiencies to their organisations by replacing antiquated email-based request process with service automation,” she said.