Just as manual ticket processing causes more issues than it solves, so do many other manual processes within your IT department, so it’s no wonder why workflow automation is rapidly becoming an industry standard. If a major emergency hits, your team can’t respond immediately if it’s completely reliant on manual procedures.
However, in some cases, a manual approach is the best option. For these cases, make sure you formalize the specific steps with standard operating procedures (SOPs). Also, implementing mandatory training sessions ensures your entire team works consistently across the board.