Understanding the current state of the use case
Before we venture into designing and building a use case, we need to understand the current state of the opportunity. With an increase in hiring in Company ABC has come an influx of service requests to the information technology (IT) team. Some of these service requests are simple requests that can be resolved with little human interaction, such as the following:
- Resetting passwords
- Upgrading colleagues' video conferencing software to the professional version
With the increased hiring of Company ABC, a lot of the support representative's time is spent resolving quick, simple requests. To increase the capacity of the support team, the IT team has been asked to automate these two requests.
Given that the tasks of resetting passwords and upgrading application licenses are straightforward, we can see that this automation opportunity has the following characteristics:
- Repetitive in nature: Support...
