Private to you · 2026-10-19 to 2026-10-23
Based on 23.4 hours a week of work HourBack observed. These are suggestions for you. Your manager and HR never see this report.
5.3 h/week · 44 times a week · about 7 min each · ServiceNow, Active Directory Users and Computers
Build a self-service flow in Copilot Studio with Power Automate that verifies the caller through the company's identity check (for example a manager or registered-device confirmation), then prepares the password reset or unlock in Entra ID/Active Directory and writes the resolution note in ServiceNow. The analyst approves each reset or unlock in one step before the agent applies it and closes the ticket, and handles callers who fail verification or have unusual cases.
Tools you already have: Copilot Studio, Power Automate, ServiceNow · could save about 1.9–2.9 h/week
4.3 h/week · 42 times a week · about 6 min each · Microsoft Outlook
A Copilot Studio agent with Power Automate reads each ServiceNow ticket's status and work notes, drafts the follow-up or resolution note in the standard wording, and queues the Outlook email to the requester. Because policy bars unattended actions, the analyst approves each email in one step before it is sent, and the agent then saves the resolution note on the ticket; unusual or sensitive tickets go to the analyst to write.
Tools you already have: Copilot Studio, Power Automate, Microsoft 365 Copilot · could save about 1.5–2.4 h/week
3.7 h/week · 11 times a week · about 20 min each · Device Manager, Event Viewer, Quick Assist
The company asked to keep remote troubleshooting with people, so analysts still run the Quick Assist sessions. Microsoft 365 Copilot can suggest likely causes and fixes from past ServiceNow tickets and Confluence articles before and during the session, and draft the resolution note for the analyst to check and save on the ticket.
Tools you already have: Microsoft 365 Copilot, ServiceNow, Confluence · could save about 0.3–0.7 h/week
3.7 h/week · 47 times a week · about 5 min each · ServiceNow
An agent built in Copilot Studio with Power Automate reads each new ServiceNow ticket, sets category and priority from the description and the requester's details, and assigns it to the right group using the existing routing rules. Unclear or low-confidence tickets go to an analyst queue, and the analyst approves the prepared category, priority and assignment in one step before the agent applies it, since policy doesn't allow unattended changes.
Tools you already have: Copilot Studio, Power Automate, ServiceNow · could save about 1.3–2.1 h/week
2.1 h/week · 21 times a week · about 6 min each · Confluence
Put a Copilot Studio assistant over the Confluence knowledge base so analysts ask a question inside ServiceNow and get the relevant steps and article link, instead of opening and reading articles. Copilot can also draft new or updated articles from the ticket's resolution note, and the analyst reviews and publishes them.
Tools you already have: Copilot Studio, Microsoft 365 Copilot, Confluence · could save about 0.3–0.6 h/week
1.8 h/week · 3 times a week · about 36 min each · Microsoft Edge, Microsoft Excel
When a new-hire ticket in ServiceNow has a recorded manager approval, a Power Automate flow looks up the Autopilot device and the user in Intune and Entra ID, prepares the assignment and checklist updates, and the analyst approves the prepared change in one step before it is applied. The flow then adds the resolution note to the ticket, and the analyst handles exceptions such as missing devices or hardware problems.
Tools you already have: Power Automate, Microsoft Intune, ServiceNow · could save about 0.6–1.0 h/week
1.5 h/week · 11 times a week · about 8 min each · ServiceNow, Microsoft Edge
A Power Automate flow, with a Copilot Studio agent for unclear cases, reads each approved request in ServiceNow, confirms the manager's approval is recorded, and maps the item to the right Entra ID group or Microsoft 365 license. The analyst approves the prepared change in one step, then the flow applies it, updates the ticket and writes the resolution note. Requests with no recorded approval, unrecognised software or licence shortages go to an analyst.
Tools you already have: Power Automate, Copilot Studio, ServiceNow · could save about 0.5–0.8 h/week
0.9 h/week · about once a week · about 52 min each · Microsoft Excel, Microsoft Outlook, ServiceNow
A Power Automate flow pulls the weekly incident data from ServiceNow through its API, calculates the SLA metrics and fills a standard Excel report template. It then drafts the Outlook email with the report attached. An analyst reviews the numbers and approves the email before it goes out, and handles any data exceptions.
Tools you already have: Power Automate, ServiceNow, Microsoft 365 Copilot · could save about 0.3–0.6 h/week
Moving the same information between two systems is often the easiest thing to automate.
| From → to | Mostly during | Times / week | Copy-paste |
|---|---|---|---|
| ServiceNow → Active Directory Users and Computers | Password resets and account unlocks, Search and write knowledge articles | 43 | 77% |
| ServiceNow → Microsoft Entra admin center | Provision software and access requests | 9 | 89% |
| ServiceNow → Microsoft 365 admin center | Provision software and access requests | 1 | 100% |
The rest were retyped by hand. Detected from a value seen in one app reappearing in a field being edited in another; the values themselves are never stored.
Possible entry errors: 10% of values retyped from ServiceNow into Active Directory Users and Computers were one character off from the source.