Practical insights from real IT automation

Analysis, concrete workflows, and technical lessons from building AI agents for enterprise IT. Based on real ticket data, not generic AI promises.

AI & Automation

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The most expensive work in your IT is the most boring

It is not the failed project that costs the most, but the routine in between. Three generations of tools have managed it, talked about it, and orchestrated it. Nobody has actually done it. On the real frontier of AI in the enterprise.

nara Editorial Team·6 Aug 2026· 7 min read

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AI & Automation

30 Jul 2026

Procurement support: automating purchase requests and order status

A need arises in a business unit and then wanders through inboxes, follow-up questions, and responsibilities. As a controlled flow, it becomes a traceable case with clear approval points.

Automating finance support: getting standard questions out of the accounting inbox

How do I submit expenses, where is my invoice, who can approve what: such requests interrupt professionals who should be closing the books. An agent can take them over under control.

Automating onboarding and offboarding: joiner mover leaver without ticket ping pong

Joiners, movers, and leavers are scattered across inboxes and half-finished checklists today. As a controlled flow, they become repeatable, traceable, and complete.

Automating BI and reporting support: access, metrics, stuck reports

BI teams lose time to the same requests over and over: report access, metric definitions, outdated dashboards. These patterns can be automated as controlled flows.

Support deflection that resolves cases instead of turning people away

An avoided ticket is not a resolved case. Real deflection answers with sources, executes standard actions, documents the case, and escalates with full context.

Knowledge work in support: knowledge that resolves cases instead of sitting in folders

The answer usually exists. It just sits in Confluence, in old tickets, or in people's heads. How structured knowledge supports agents and how a gap analysis shows what is missing first.

43,676 ServiceNow tickets analyzed: what to automate first

An anonymized analysis for a European manufacturing group shows how ticket data can turn general automation ambitions into a prioritized roadmap.

IT automation: 10 service desk processes worth tackling first

The best place to start is rarely the most spectacular use case. What matters is volume, clear rules, available tools, and a clean handoff to people.

AI agents in IT support: what they automate and where people remain

AI agents are strongest when their tools, rules, and boundaries are clear. People remain accountable for approvals, exceptions, and consequential decisions.

9 min read

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