Runbooks

Runbooks not only handle repetitive tasks but also involve decision-making capabilities, real-time monitoring, and intelligent routing of tasks to ensure that each step in the process is executed optimally. It refers to a series of automated tasks that are designed to perform work-related processes with minimal human intervention.

Key Components of Runbooks

1. Triggers: Events or conditions that initiate the workflow. For Example: Submitting a request form

2. Tasks: The specific steps carried out within the workflow. For Example: Sending an approval email

3. Decision Points: Decision-making steps that define the workflow’s progression based on criteria. For Example: Auto Approve Request for Executive Leaders

4. Rules and Policies: Guidelines that ensure the workflow adheres to organizational policies.

5. Integration Points: Integrations with external systems or tools to ensure smooth data exchange. For Example: CRM or Copilot Systems

6. Notifications and Feedback: Real-time updates to keep stakeholders informed about task progress.

For more information on Key Components, refer to Service Automation Runbook Documentation.