How far can ITSM-based Digital Process Automation (DPA) go?
Looking at similar cases, many organizations have adopted Robotic Process Automation (RPA) to automate repetitive tasks such as data collection, input, and comparison, thereby reducing task execution time and improving accuracy. However, configuring automation for diverse and complex tasks using RPA alone has limitations and challenges. So, how should we approach automation for more complex business processes?

STEG Co., Ltd. (CEO: Hyun-Gil Lim), an ITSM specialist company based on a no-code platform, built a Digital Process Automation (DPA) system for Daiichi Sankyo Korea, a global pharmaceutical company, leveraging its proprietary platform and accumulated expertise. Before implementing this system, Daiichi Sankyo Korea faced difficulties in systematic management because IT service requests from business units were made through various channels, leading to missing request details, difficulty tracking progress, and delays when IT staff were unavailable. Additionally, the IT team had to handle a large volume of requests with limited personnel, creating a strong need for process automation to improve efficiency.

To address these issues and enhance operational efficiency for both business and IT users, Daiichi Sankyo Korea selected STEG’s no-code platform E-GENE after extensive review and deliberation and proceeded with business process automation. The project involved redefining request types and implementing automation features such as automatic ticket creation, task assignment and reassignment, account creation/change/deletion, multi-request handling, automatic input of processing results, automatic process closure, IT asset management, and statistical reporting. These capabilities enabled the successful deployment of the DAITSM helpdesk system.

The E-GENE platform includes all modules necessary for business automation, such as workflow management, form designer, automated task (script) management, system integration management, automated batch job management, statistics management, and notification integration. This made it possible to build an automated IT helpdesk system based on a solution-driven approach.

The impact of DAITSM was immediate.

From the user’s perspective, requests were processed quickly and systematically, and real-time communication through comments during processing made the entire request-handling experience convenient and fast, resulting in high satisfaction. For IT staff, automation reduced processing time and the frequency of phone calls, allowing them to focus on core tasks.

Key Types of Business Process Automation Applied at Daiichi Sankyo Korea:

1. Automatic Ticket Creation
Previously, when new employees joined or left, SSL-VPN accounts had to be manually created or deleted, and computer names assigned or returned in Active Directory (AD), which was cumbersome. By integrating HR information, tickets for SSL-VPN account creation/deletion and computer name assignment/return are now automatically generated based on hire or termination dates, eliminating manual requests and preventing account or name omissions.

2. Automatic Account Creation/Change/Deletion
With the pandemic increasing remote work, employees and field sales staff frequently accessed internal networks via AD and VPN accounts. Forgotten or expired passwords created a heavy workload for IT teams. By integrating with the Forticlient system, SSL-VPN accounts are automatically created, passwords reset, and accounts deleted based on employee ID during request processing. Similarly, Windows login passwords are managed through AD integration, enabling automatic account unlock and temporary password resets, significantly reducing account management burdens.

3. Task Assignment and Reassignment
Multiple request channels were consolidated into a single helpdesk, and undefined request types were reclassified into 10 categories for unified management. To prevent missed requests when staff were unavailable due to meetings or leave, all IT service request statuses are shared, and tasks can be reassigned to other groups or individuals with automatic email/SMS notifications.

4. Multi-Request Handling
When duplicate IT inquiries or incident reports occur, the system searches for related requests and links them for consolidated processing. Once completed, individual requesters receive notifications, and the status changes to “Request Confirmation.” If users believe the issue remains unresolved, they can reject the request for reprocessing.

5. Automatic Input of Processing Results
To expedite handling of repetitive or previously resolved requests, processing results are automatically registered as knowledge. During task execution, selecting relevant knowledge entries automatically inputs results and attachments, eliminating repetitive data entry and speeding up processing.

6. Automatic Process Closure
Since requesters are often informed of results via email/SMS or phone, they may skip the “confirmation” step, leaving processes open. To improve efficiency, processes automatically close three days after completion, with notifications sent to users.

7. IT Asset Management
Previously managed in Excel, software, hardware, and secure storage media are now systemized for better data integrity and visibility. For software, once purchase requests are approved, tickets are automatically generated via groupware integration, and asset quantities are updated automatically during processing. Server creation, modification, and deletion requests update server asset records based on predefined standards, reducing repetitive edits during infrastructure changes. Secure media lending is also systemized to prevent asset loss and ensure accurate tracking.

Daiichi Sankyo Korea has already experienced tangible efficiency gains through these automation features and plans to expand DAITSM beyond IT helpdesk to company-wide Business Service Management (BSM) areas such as HR, general affairs, and finance, enabling all tasks to be processed within DAITSM. This case represents a hybrid ITSM approach combining ITSM and Digital Process Automation (DPA) using STEG’s E-GENE no-code platform. It demonstrates that ITSM is no longer limited to managing procedures and histories but can enable real-time communication and automated task handling for fast and accurate responses across diverse business processes.

Hong Kwan-ho, Team Leader, PS2 Team, STEG Inc.