Top Information Technology Use Cases for Forms & Workflow Automation

1. Information Technology Service Request & Ticketing: The Modern Help Desk

The Problem: Email/phone chaos, poor prioritization, manual triage, and frustrated users.

Intelligent Service Portal:

• Users select request type → dynamic form adapts with relevant questions
• Auto-categorization and prioritization based on content
• Automatic assignment to correct technician group/skill
• Service Level Agreement tracking with escalation rules
• Knowledge base suggestions for self-service
• User satisfaction surveys post-resolution

Impact: Reduce ticket resolution time, decrease ticket volume via self-service, improve user satisfaction scores.

2. Access Management & Provisioning: Zero-Touch Onboarding/Offboarding

The Problem: Manual account creation, security gaps, and delays in access.

Example - Automated Access Request Workflow:

• Manager submits access request form → workflow:
• • Checks policy compliance automatically
• • Routes for security approval if needed
• • Provision accounts across Active Directory, cloud apps, databases
• • Sets automatic review dates
• • Revokes access upon role change/offboarding
• Self-service password reset with Multi-Factor Authentication integration

Impact: Reduce access provisioning from days to minutes, eliminate orphaned accounts, maintain perfect audit trails.

3. Change Management & Change Advisory Board Approvals: Controlled Agility

The Problem: Spreadsheet tracking, missed stakeholders, and compliance violations.

Structured Change Management:

• Standardized change request forms
• Automatic routing to Change Advisory Board members based on risk level
• Integrated calendar for scheduling
• Post-implementation review automation
• Emergency change procedures with proper controls
• Full audit trail for compliance (Sarbanes-Oxley Act, Health Insurance Portability and Accountability Act, etc.)

Impact: Reduce change-related incidents, accelerate approval cycles, maintain perfect compliance documentation.

4. Software & Hardware Requests: Automated Procurement

The Problem: Uncontrolled shadow Information Technology, budget overruns, and security risks.

Approval-Based Procurement Portal:

• User requests software/hardware → workflow:
• • Checks license availability and compatibility
• • Routes for manager, Information Technology, and finance approval
• • Integrates with procurement systems
• • Automates license deployment or equipment ordering
• • Tracks lifecycle and renewal dates
• • Automated reclaim process for unused licenses

Impact: Reduce software costs, eliminate unauthorized purchases, automate license management.

5. Incident Response & Security Protocols: Automated Defense

The Problem: Slow response times, manual coordination, and missed steps.

Security Incident Playbooks:

• Automated incident reporting forms trigger:
• • Immediate alerts to security team
• • Evidence collection workflows
• • Communication templates for stakeholders
• • Regulatory reporting if required
• • Post-incident review and action item tracking
• Phishing report buttons that automate analysis

Impact: Reduce incident response, ensure consistent compliance with security protocols.

6. Information Technology Asset Management: End-to-End Visibility

The Problem: Spreadsheet tracking, lost equipment, and inaccurate inventory.

Automated Asset Lifecycle Management:

• New asset intake forms with Quick Response code/barcode generation
• Check-in/check-out workflows for equipment
• Automated depreciation tracking
• Maintenance schedule triggers
• End-of-life disposal workflows with compliance
• Integration with finance systems

Impact: Achieve asset visibility, reduce equipment loss due to asset tracking and management, optimize refresh cycles.

7. Environment & Resource Provisioning: Self-Service Information Technology

The Problem: Manual server provisioning, development delays, and resource waste.

Infrastructure-as-Code Workflows:

• Developers request environments via forms
• Automated approval based on cost/policy
• Triggers cloud provisioning (Amazon Web Services/Microsoft Azure/Google Cloud Platform)
• Sets automatic shutdown schedules
• Cost tracking and chargeback reporting
• Decommissioning automation

Impact: Reduce provisioning time from weeks to minutes, optimize cloud spending, enable developer productivity.

8. Vendor Management & Contract Reviews

The Problem: Missed renewals, manual tracking, and compliance risks.

Vendor Management Portal:

• New vendor intake forms with security assessments
• Contract renewal alerts with automated workflows
• Performance review scheduling
• Risk assessment automation
• Invoice approval workflows

Impact: Eliminate auto-renewal surprises, reduce vendor costs with detailed contract inventory, maintain perfect compliance.

9. Network & System Access Reviews: Continuous Compliance

The Problem: Quarterly review chaos, spreadsheet fatigue, and access creep.

Automated Access Certification:

• Scheduled workflows for managers to review team access
• Automated revocation of unapproved access
• Integration with Human Resources systems for role changes
• Compliance reporting on demand

Impact: Reduce review time, eliminate unauthorized access, pass audits with zero findings.

Sources

Knowledge Sources:

• Industry Benchmarks from consulting reports (McKinsey, Deloitte, Gartner) on process automation
• Academic Research on workflow automation Return on Investment (generalized across industries)
• Business Case Studies analyzed overtime from automation platforms like:
• o ServiceNow implementation cases
• o Salesforce workflow automation results
• o UiPath Robotic Process Automation Return on Investment studies
• o SAP/Oracle Enterprise Resource Planning automation benefits