Automating Exception Workflow: When to Introduce Automation
Automation has become a buzzword in IT and security. For SMEs, however, the question is not whether to automate exception workflows but when. Introducing automation too early may waste resources, while waiting too long may lead to inefficiency and human error.
Signs You're Ready for Automation
1. High Volume of Exceptions
If tracking becomes unmanageable with spreadsheets, automation can reduce manual effort.
2. Missed Deadlines
If exceptions frequently expire unnoticed, automated reminders and escalations are essential.
3. Complex Approvals
If multiple stakeholders must approve exceptions, automation ensures consistent workflows.
4. Audit Fatigue
If preparing reports takes days, automation can streamline evidence collection.
What Can Be Automated?
Notifications and Reminders
Automatic emails or chat alerts when exceptions are due for review.
Approval Workflows
Routing requests to the right manager or security officer.
Dashboards
Real-time visibility into open, closed, and overdue exceptions.
Integration with Other Systems
Linking exceptions to ITSM tickets, monitoring tools, or asset registers.
Affordable Options for SMEs
Low-Code Tools
Microsoft Power Automate, Zapier, or Make can connect spreadsheets to workflows.
Built-In Automations
Project management tools like Jira already support approval chains and reminders.
Entry-Level SaaS Platforms
Lightweight compliance tools provide automation at SME-friendly prices.
Caution Against Over-Automation
Automation should not replace human judgment. Decisions about whether to approve an exception still require context. Automate the repetitive tasks, but keep oversight human-driven.
Conclusion
SMEs should introduce automation once exception management becomes burdensome but before it becomes chaotic. Start small, automate notifications and approvals, then expand gradually. The goal is to reduce overhead while maintaining accountability.