Scaling IT operations was never going to be easy. By 2025, it was fair to expect that technology would ease classic challenges like high workloads, rising operational costs, and end-user friction. Yet IT leaders still face mounting pressure across identity and access management (IAM), endpoint management, request fulfillment, and incident response.
Today’s end users are more demanding. IT operations are more complex. And time is in short supply. IT teams are stretched, with many practitioners bogged down in repetitive, energy-sapping manual tasks or “muckwork”. And business growth is suffering as a result.
Delivering effective IT support at scale shouldn’t be this tough. Fortunately, tangible improvements can be unlocked by taking a modern approach to orchestrating and automating IT service processes.
You may have already explored this kind of approach, only to run into challenges with the size and complexity of your IT environment. This blog post is here to help with actionable advice, real-world examples, and pre-built workflows you can try out today.
Read on to see how leading IT teams are improving service delivery and support - and what you can learn from their approach.
Why is this still so hard?
Delivering the IT services and support that keep an organization running is only getting more challenging. While no two organizations are the same, the following will be familiar to many IT leaders:
Repetitive manual tasks that drain time, delay resolution, and sap the energy and motivation of your team
Siloed tools purchased over the years by predecessors and acquired companies. They may or may not still do the job they were bought for, but they don’t communicate effectively with your other IT solutions, creating a fragmented, inefficient, and chaotic environment
Ticket backlogs that drain staff morale, make it hard to prioritize urgent issues, and erode trust in IT
Poorly-defined SLAs, which frustrate users and make it harder to measure and improve IT performance
Inconsistent processes that might increase error rates, resolution times, and costs, while potentially leading to duplicated effort
Scalability issues in both team capacity and tooling, which can worsen IT support, increase wait times, and burn staff out
The opportunity: orchestrating and automating service delivery processes
By taking a modern approach and finding the right technology partners, top IT teams are:
Automating identity lifecycle, ticket triage, and access requests for increased efficiency, improved security, and happier end users
Enabling self-service where possible, so that end users can do more of the heavy lifting themselves, freeing up IT for higher-value tasks
Reducing context-switching and coordination overhead for faster resolution times, fewer errors, and enhanced collaboration
Building repeatable, auditable, scalable processes to enhance service quality, consistency, and compliance as the organization grows
The impact: what optimized service delivery unlocks
By using workflow orchestration and automation in this way, you can transform IT service delivery and support to move the business forward in several key areas:
Operational continuity and efficiency
Standardize high-volume tasks like provisioning, ticket handling, and asset management, and eliminate bottlenecks
Avoid downtime and service delays by proactively addressing issues before they impact users
Free up IT resources for higher-value initiatives by minimizing repetitive manual work
End-user experience and strategic value
Deliver faster, more predictable support across access requests, onboarding, and hardware/software provisioning
Provide employees with a consistent support experience across teams, locations, and time zones
Increase responsiveness without sacrificing control, helping IT become a more strategic partner to other business units
Security and reduced operational risk
Enforce consistent access policies and automated offboarding to prevent over-provisioned or orphaned accounts
Minimize human error by replacing ad hoc processes with structured, auditable workflows
Improve visibility across identity, device, and incident data by integrating key systems into one automation layer
Support compliance efforts with built-in process documentation and automated reporting
Enable smoother collaboration between IT, HR, and security teams by connecting tools and automating handoffs, strengthening overall security resilience
Scalable support and simplicity
Manage higher ticket volumes, user requests, and device fleets without growing headcount
Replace scripts and one-off workarounds with reusable, no-code workflows that adapt to evolving needs
Consolidate workflows and eliminate duplicate processes, making operations easier to maintain
Empower IT practitioners to build and iterate without needing to involve engineering or depend on vendors
What good looks like: some real-world examples
Tines is already helping global customers unlock this kind of value from IT operations. They include:
GitLab
Automated IAM workflows – reducing manual scripting and saving 1,000+ hours annually. Tines helped turn down alert noise by 80%, improving morale and incident response. Read the full case study.
PathAI
Replaced error-prone onboarding processes with auditable, consistent automation. Improved compliance posture while freeing up IT for strategic work. Read the full case study.
Intercom
Consolidated 15 separate workflows into a single, powerful story. Cut development time from two months to two hours and replaced fragile Slackbots with Tines Pages. Read the full case study.
Bitpanda
Streamlined IAM and request fulfillment. Drove cross-department automation and reduced security risk through standardized processes. Read the full case study.
Texas A&M
Automated incident response and case management. Saved 300+ hours/month and improved scalability across 22 campus entities. Read the full case study.
Jamf
Accelerated workflow development 20x, saving 150 hours in the first month. Built fully automated, secure IT workflows like FileVault key recovery with identity validation. Read the full case study.
Customer spotlight: AI-powered ticket handling at Uzado
Self service helpdesk with AI and Pages
Automate user support workflows by hosting a self-service helpdesk in Tines. Leverage the power of AI and custom-built pages to assist user queries at scale, increasing productivity and empowering your users.
Community author
Connor Brewer at Uzado Inc.
Connor Brewer, Principal Solutions Architect at Canadian MSP Uzado, shares how his team built an AI-powered IT helpdesk app using Tines. It’s a compelling example of how next-generation orchestration can enable smarter service delivery.
“A new wave of next-generation platforms has emerged, offering advanced AI capabilities and integrations that connect the entire tech stack,” Connor says. “At Uzado, Tines has been this tool for us. Unlike rigid, traditional platforms, its potential use cases for workflow orchestration, automation, and augmentation are limited only by the team’s imagination.”
Connor’s app tackles a common challenge: high volumes of routine support tickets, leading to alert fatigue for L1 analysts. Built using Tines Pages and Tines’ AI capabilities, the workflow triages incoming requests, determines if they’re end-user actionable, and delivers instant responses or escalates to analysts if needed.
Benefits of this approach include:
Handling more tickets with fewer resources
Reducing analyst workload and alert fatigue
Delivering faster, AI-guided responses to end users
Enabling analysts to focus on higher-value work
Offering a scalable model for other departments (e.g., SecOps, RevOps, DevOps)
Build IT automations faster with 1000+ pre-built workflows
- Workflows for every domain - from patch management to IAM
- Easy to import and customize in minutes
- Includes workflows submitted by fellow IT practitioners
Ready to automate IT service delivery and support?
If you're looking to explore automation for IT operations, these questions will help you get off to a strong start.
Operational efficiency
What are the most repetitive, time-consuming workflows my team handles today (e.g., IAM, request fulfillment)?
Where are we relying on manual processes that could be automated or standardized?
Tooling and integration
Do our current tools (ITSM, IAM, endpoint management) integrate well, or are we constantly switching contexts or manually moving data between them?
Could a flexible automation platform help us bridge those tooling gaps and reduce friction?
Impact and measurement
What metrics - like MTTR or ticket resolution time - are we currently prioritizing, and can automation move the needle on those outcomes?
Can we identify a handful of focused, high-impact areas to start - ones that let us iterate quickly, show early value, and lay the groundwork for a mature automation program?
Business impact and end-user support
What routine tasks, if automated, could unblock other critical projects or free up team time for higher-value work?
How might automation help reduce end-user friction and improve the overall employee experience?
Pre-built workflows for IT service delivery and support
Approve user access to Okta or Office 365 using Pages
Tools: Jira Software, Microsoft, Okta, Slack
Disable accounts in Google Workspace, GitHub, and Okta
Tools: GitHub, Google, Jira Software, Okta
Retrieve and grant manager access to employee's OneDrive
Tools: Microsoft OneDrive
Add user to Entra ID
Tools: Microsoft, Microsoft Azure
Automating IT service delivery and support: the Tines advantage
Tines is already helping organizations reduce end-user friction, improve the ROI of their tech stacks, and relieve pressure on stretched IT teams. Here’s how:
No code, no complexity
Tines helps IT teams orchestrate service delivery with flexibility, security, and speed, without the need to get hands-on with code (unless, of course, your team members would prefer to code)
End-to-end coordination
Tines connects workflows across ticketing systems, identity platforms, and communication tools, helping teams automate service delivery from intake to resolution. Every step is traceable, auditable, and customizable.
Seamless integration across the stack
Tines is vendor-agnostic, meaning it integrates with all the tools you already use – like ServiceNow, Jira, Okta, and Slack. If it offers an API, Tines connects with it. This enables you to build unified workflows that eliminate context switching and reduce response times.
Secure, streamlined approvals
Flexible workflows adapt to your policies and approval chains, enabling fast, secure access management and task escalation without manual bottlenecks.
Real-time visibility
With built-in dashboards, notifications, and Pages - which allow you to introduce interactions from anyone at any point in your workflow - teams get real-time insights into workflow status, exceptions, and outcomes. No more guessing what's happening behind the scenes.
Built for collaboration
Tines is designed for secure teamwork. Teams can build, test, and iterate safely together – all while controlling access to sensitive data and actions.
Enterprise-grade flexibility
Tines supports hybrid cloud, self-hosted, and on-prem environments, meeting your team where it operates – with the compliance, auditability, and scalability you need.
Empower every team member
With a short learning curve and a no-code interface, Tines empowers IT staff and non-technical team members to build, adapt, and maintain workflows without waiting on engineering or writing scripts.
Getting started with Tines
IT service delivery and support isn’t just about keeping the lights on. By supporting employee productivity, securing systems, and minimizing downtime, it’s a critical business growth enabler. But technology and process-related challenges often make life harder than it needs to be, and erode the value your team can deliver.
Yet the truth is that excellence in IT service delivery and support is closer than you think. And it won’t require an expensive overhaul of your tech stack. Whether it’s handling end-user requests, securely managing identities, digital access, and devices, or rapidly restoring service after interruptions, automation helps teams unlock additional value.
Explore some of the most popular IT ops use cases for Tines.