Workflow guide · IT and technology
IT and technology
AI and automation with human control.
Where should automation for it and technology start?
Start with a specific workflow: from support ticket to verified resolution. AI can help organise information and prepare tasks; a person should review exceptions and approve business decisions.
Classify requests, gather logs and prepare an initial diagnosis without making changes to customer systems by default. Use test environments and action logs before extending permissions.
| Area | Proposal to assess |
|---|---|
| Initial workflow | From support ticket to verified resolution |
| Human review | Approve access, deployments, configuration changes and customer data handling. |
| What to measure | Triage time, reopened incidents and changes requiring rollback. |
| Condition for proceeding | Check permissions, data quality and pilot outcomes before expanding the workflow. |
Choose your activity
From support ticket to verified resolution
What to prepare before connecting tools
- Real request examples, removing personal data that is not necessary.
- A list of tools, fields and statuses you currently use.
- Approved information for the workflow: from support ticket to verified resolution.
- A person responsible for approving exceptions and a procedure for returning to manual work.
What should remain under your control
Approve access, deployments, configuration changes and customer data handling.
Set minimum permissions, review drafts before sending and stop the workflow when information is incomplete or no answer has been confirmed.
How to assess whether it adds value
Triage time, reopened incidents and changes requiring rollback.
Record these measures during a week of manual work and compare them with a pilot of the same scope. Include reviews and corrections in total time: fewer steps are not enough if error correction creates more work.
Guides to explore the workflow
View all guides →Questions before you start
Can every part of it and technology be automated?
We do not assume so. This guide proposes assessing specific administrative tasks. Service delivery, physical work and professional decisions may require people and specific obligations.
Which tools do I need?
It depends on your existing tools and their integration permissions. Start with your calendar, documents or management system and validate which information can be read and written. We do not assume an integration works before checking it.
How do I request access information?
Join the waitlist or email jm@unapersona.es with your activity, the workflow you want to improve and the tools you use.
Illustrative organisation and automation proposals. Feasibility, qualifications, permissions and obligations for each activity must be checked before implementing a workflow.
Tell us about your workflow