Private to you · 2026-10-19 to 2026-10-24
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
Self-service reset with identity verification; agent closes the matching ticket.
Tools you already have: Copilot Studio, Power Automate · could save about 2.1–3.2 h/week
4.9 h/week · 49 times a week · about 6 min each · Microsoft Outlook, ServiceNow
AI drafts the update from the ticket history; analyst edits and sends.
Tools you already have: Microsoft 365 Copilot · could save about 0.7–1.5 h/week
3.8 h/week · 47 times a week · about 5 min each · ServiceNow
AI drafts category, priority and assignment for each new ticket; analyst confirms.
Tools you already have: Microsoft 365 Copilot · could save about 0.6–1.1 h/week
3.0 h/week · 11 times a week · about 16 min each · Device Manager, Event Viewer, Quick Assist
Keep with people; AI can suggest likely fixes from similar past tickets.
2.1 h/week · 21 times a week · about 6 min each · Confluence
AI answers from the knowledge base in place and drafts new articles from closed tickets.
Tools you already have: Microsoft 365 Copilot · 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
Agent pre-stages enrollment and tracks the checklist from the HR start date.
Tools you already have: Microsoft 365 Copilot · could save about 0.3–0.5 h/week
1.6 h/week · 12 times a week · about 8 min each · ServiceNow, Microsoft Edge
Approved requests trigger an agent that applies the group or license and updates the ticket.
Tools you already have: Copilot Studio, Power Automate · could save about 0.6–1.0 h/week
0.9 h/week · about once a week · about 52 min each · Microsoft Excel, Microsoft Outlook, ServiceNow
Scheduled agent pulls ticket data and produces the formatted report.
Tools you already have: Copilot Studio, Power Automate · could save about 0.3–0.5 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.