What is automated IT software and how to use it

Overseeing IT operations in modern enterprises extends beyond merely addressing tickets or managing asset inventories. It concerns preserving uptime, accelerating resolutions, and empowering teams to adapt to changing demands without being overwhelmed by monotonous manual tasks. As digital systems become increasingly intricate, IT teams want more sophisticated tools to maintain alignment. That’s where automated IT software becomes a strategic necessity.

IT automation software streamlines intricate procedures, minimizes human error, and enhances response times. Automation technologies can help IT teams transition from reactive problem-solving to proactive service delivery, encompassing tasks such as patching, provisioning, onboarding, and compliance checks.

However, with numerous automation tools and platforms available, how do you select the right one? We’ll break it all down and offer a clear and practical look at IT automation software—how it works, why it matters, and how you can use it to drive efficiency across your organization.

What is IT automation software?

IT automation software refers to platforms and tools designed to execute routine IT tasks with minimal human intervention. These tasks can include an incident response framework, ticket routing, patch management, software deployment, backup scheduling, and other related tasks. By using scripts, workflows, and integrations, automation software eliminates the need for repetitive manual processes, ensuring consistency, accuracy, and speed across IT operations.

In simpler terms, if you’ve ever asked, “What is automation software and why do I need it?” It’s the solution that allows IT teams to automate tasks they used to handle manually, saving time and reducing errors.

Modern process automation tools often come with built-in intelligence, allowing businesses to optimize everything from service requests to infrastructure scaling, ultimately forming the core of an efficient, responsive, and scalable IT environment.

Interested in Freshservice’s ITOM tool? Get a demo.

Types of IT automation software

IT automation software solutions have a wide range of use cases. Depending on your organization’s needs, you might use one or a combination of the following types:

1. Infrastructure automation: These tools automate server provisioning, network configurations, cloud infrastructure management, and system updates. Common examples include Terraform, Puppet, and Ansible.

2. Service desk automation: Tools like Freshservice enable automatic ticket routing, SLA enforcement, incident prioritization, and workflow automation, which enhances IT support delivery and reduces manual workload.

3. Process automation software: These are used to streamline end-to-end IT processes such as onboarding, compliance checks, and software provisioning. These platforms often include drag-and-drop workflow builders for ease of use.

4. Software test automation: These tools automate repetitive testing tasks during software development, ensuring faster releases with fewer bugs. Tools like Selenium, TestComplete, and Katalon fall under this category.

5. Patch management automation: They automate the identification, approval, and deployment of security patches across systems and devices, reducing the risk of vulnerabilities due to outdated software.

Each of these solutions plays a critical role in helping IT teams automate their environments, improve agility, and support business growth with minimal operational friction.

Evolution of IT automation software

Automation software has progressed from simple scripting to AI for IT operations, transforming business processes. Below are the key stages of its transformation.

Early task automation (1950s–1980s) – Rule-based scripting

Early automation relied on scripts, macros, and batch processing to handle repetitive tasks. Industries such as manufacturing adopted mechanized systems for efficiency, while businesses used command-line automation for data processing. However, these systems were rigid and required manual intervention for modifications.

Business process automation (1990s–2000s) – Workflow automation

With the rise of ERP and CRM systems, businesses integrated workflow automation for HR, finance, and supply chain operations. Low-code platforms emerged, enabling non-technical users to automate processes. However, automation was still limited to rule-based workflows without adaptive intelligence.

Robotic Process Automation (RPA) (2010s) – Software bots

The 2010s saw the rise of RPA, where software bots automated high-volume, rule-based tasks such as data extraction and invoice processing. This significantly reduced operational costs and human errors. However, RPA lacks cognitive capabilities, making it ineffective for processing unstructured data or making complex decisions.

AI-powered automation (2020s – Present) – Intelligent automation

AI and machine learning enhance automation by enabling self-learning and intelligent decision-making. Businesses utilize AI-powered chatbots, predictive analytics, and cognitive automation for customer service, IT operations, and cybersecurity. This marks a shift from basic automation to autonomous, self-optimizing systems.

Key features to look for in automated IT software

When selecting automation software, businesses should seek essential features that ensure efficiency, scalability, and seamless integration. Below is a concise checklist:

• User-friendly interface and low-code capabilities: Drag-and-drop workflow builders for easy automation setup

• AI and ML integration: Intelligent automation with predictive analytics and adaptive learning

• Workflow orchestration and customization: Customizable workflows to automate multi-step processes

• Scalability and cloud deployment: Cloud-based options for flexible, remote automation management

• Security and compliance: Data encryption, RBAC, and audit logs

• Analytics and reporting: Real-time monitoring, dashboards, and performance tracking

• Multi-platform accessibility: Works across desktop, mobile, and web interfaces

• Exception handling and error management: Automated alerts and corrective actions for process failures

• Pre-built templates and bot libraries: Ready-to-use automation workflows for quick deployment

• Seamless integration: Connects with Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), IT Service Management (ITSM), and cloud-based platforms

Interested in Freshservice integrations? Visit the app store.

How does IT automation software work?

At its core, IT automation software works by using predefined rules, triggers, and workflows to execute tasks without manual input. It operates through a combination of scripting, low-code configuration, API integrations, and event-driven actions.

Step 1: Define the workflow

Administrators or IT managers develop automation workflows using templates or drag-and-drop interfaces. These processes delineate the necessary actions (e.g., ticket assignment, server reboot, alert transmission) and the conditions under which they occur.

Step 2: Set triggers and conditions

These may be time-based (e.g., nightly at 2 a.m.), event-based (e.g., CPU utilization above 90%), or action-based (e.g., a user submits a high-priority ticket). Upon activation of a trigger, the automation begins.

Step 3: Run the task or process

The software executes the task, for example, auto-assigning a ticket to a specific team, deploying a patch to all Windows devices, or provisioning access to applications during onboarding.

Step 4: Integrate with external tools

Most process automation software use APIs to connect with other tools in your ecosystem, like Microsoft Teams for alerts or Azure Active Directory for access management. This enables seamless, cross-platform automation.

Step 5: Monitor and optimize

Advanced automated IT software includes analytics dashboards that show execution success rates, failure logs, time saved, and bottlenecks. This feedback loop helps IT teams continuously improve automation flows.

By replacing manual effort with intelligent automation, businesses can ensure consistency, reduce human error, and significantly speed up service delivery, all while freeing IT teams to focus on more strategic tasks.

Benefits of IT automation software

IT automation software streamlines workflows across various functions, enabling organizations to focus on higher-value activities while enhancing operational agility. Here are the key advantages:

• Increases productivity: Automates routine tasks, allowing employees to focus on strategic work and innovation

• Reduces errors and enhances accuracy: Eliminates human errors in data processing, improving compliance and consistency

• Cuts operational costs: Lowers expenses by reducing manual workload, optimizing resources, and minimizing redundancies

• Scalability and flexibility: Adapts to growing business needs and supports enterprise-wide automation

• Better compliance and security: Ensures adherence to regulatory policies with automated audit trails, access control, and encryption

• Improves customer experience: Enables faster response times, personalized interactions, and AI-powered support automation

• Data-driven insights: Provides real-time analytics and reporting to optimize decision-making

• Enhances IT and business operations: Automates incident management, data migration, and system monitoring for better IT governance

• Seamless integration: Works with existing enterprise systems (ERP, CRM, HRMS, ITSM, and cloud platforms) for a unified workflow experience

How to get started with automation software

Adopting automated IT software requires a strategic approach to ensure smooth integration and maximum efficiency. Businesses must assess their needs, select the right tools, and implement automation to align with their objectives.

Follow the steps given below to get started:

Step 1: Identify processes that need automation

Before implementing automation, businesses should identify and evaluate tasks that are repetitive, time-consuming, and prone to human error. Common starting points include IT service management, finance approvals, and HR onboarding. Prioritizing processes that deliver immediate efficiency gains ensures a high return on investment (ROI).

Step 2: Choose the right process automation software

Selecting the best process automation platform depends on factors such as ease of use, scalability, integration capabilities, and AI-driven features. Businesses should consider:

• Low-code/no-code automation tools for fast deployment

• AI-powered solutions for intelligent decision-making

• Cloud-based vs. on-premise options based on infrastructure needs

Running a proof of concept (PoC) before full-scale adoption helps validate the platform’s effectiveness.

Step 3: Integrate with existing systems

For automation to be effective, it must seamlessly integrate with ERP, CRM, ITSM, and other business applications. API-based automation ensures smooth data flow while pre-built connectors simplify implementation. Organizations should also ensure that security measures, such as role-based access control and encryption, are in place.

Step 4: Train employees and monitor adoption

Successful automation depends on employee buy-in and proper training. Businesses should:

• Provide training sessions for teams using the software.

• Assign automation champions to oversee implementation.

• Encourage feedback to refine and optimize workflows.

Monitoring key performance indicators (KPIs) such as task completion time, error reduction, and cost savings helps measure success and identify areas for improvement.

Step 5: Scale and optimize automation

Once initial automation is successful, businesses can expand automation across departments. AI-powered automation can further enhance workflows by:

• Predicting potential inefficiencies and making proactive adjustments.

• Optimizing resource allocation for better operational efficiency.

• Continuously learning from data patterns to improve accuracy.

Proprietary vs free automated IT software: Which one is right for you?

Choosing between proprietary (paid) automation software and open-source (free) solutions depends on budget, scalability, security, and support requirements. The table below compares both options to help businesses make an informed decision.

Comparison of proprietary vs free automated IT software

How to choose the best automation tool for your company

Selecting the right automation software requires aligning its features, scalability, and deployment models with your business needs. Below is a structured approach to making an informed decision.

1. Define your automation goals

Understanding business objectives is crucial when selecting an automation platform. Whether improving efficiency, reducing manual workload, or scaling operations, defining clear goals ensures the right fit for your organization.

2. Evaluate features and capabilities

Automated IT software should include essential features such as AI-driven decision-making, workflow customization, security compliance, and seamless system integration. Assessing these capabilities helps in choosing software that meets operational demands.

3. Consider deployment options

4. Compare costs and ROI

The Total Cost of Ownership (TCO) should be evaluated, including licensing fees, implementation costs, maintenance expenses, and long-term operational savings. Comparing these costs against potential productivity gains ensures a high return on investment.

5. Test with Proof of Concept (PoC)

Running a pilot implementation helps validate the effectiveness of the automation platform. Testing in a controlled environment ensures compatibility with existing systems, workflow efficiency, and ease of adoption before full-scale deployment.

Research indicates that the adoption of automation leads to higher efficiency, faster operational processes, and reduced errors. Businesses should focus on solutions that align with long-term scalability and provide measurable business value.

Maximizing IT automation efficiency with Freshservice

If you are ready to automate IT software with minimal friction and maximum impact, Freshservice offers an enterprise-grade solution built for modern IT teams. It combines powerful workflow automation, AI-powered service management, and seamless integrations to transform how you manage incidents, service requests, changes, and assets, all from a single, intuitive platform.

With features like low-code visual workflow builders, intelligent ticket routing through Freddy AI, pre-built automation playbooks, and robust analytics, Freshservice enables faster resolution times, better compliance, and an enhanced employee experience. Whether you are a mid-sized business scaling operations or a large enterprise aiming to reduce IT costs, Freshservice offers a process automation platform that’s both powerful and easy to use.

Try Freshservice today to bring clarity, speed, and control to your IT operations.