Workflow automation in 2025: Everything you need to know in one comprehensive guide

The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.

That was Bill Gates, from his 1996 book, The Road Ahead … published nearly 30 years ago.

The world — and automation — has changed a touch over the past three decades. Most recently, AI has introduced a new paradigm in how businesses think about automation.

Yet Gates' words still ring true, arguably now more than ever.

Let's revise that quote to one more applicable for 2025:

The first rule of any technology used in a business is that AI-powered automation applied to an efficient operation will magnify the efficiency. The second is that AI-powered automation applied to an inefficient operation will significantly magnify the inefficiency.

This article will go "all in" on workflow automation — everything you need to know, for now (technology moves quickly!). From defining it to sharing how it works in the real world, to best practices and benefits.

Ready? Let's start with a clear definition.

Workflow automation, defined

According to this Fall 2024 Gartner, Inc. blog post, in 2026, 30% of enterprises will automate more than half of their network activities, an increase from under 10% in mid-2023.

Automation is essential! But what is workflow automation?

Workflow automation is the technology-enabled automation of activities or tasks that make up a process, where human input is reduced by defining business rules and having technology automatically route items through the steps of a workflow. It focuses on streamlining repetitive, manual processes to increase efficiency, reduce errors, and free up human resources for more valuable work.

TL;DR: Workflow automation transforms manual tasks into digital processes that adapt to conditions and optimize efficiency.

Remember that Gartner stat above? In 2026, 30% of enterprises will automate more than half of their network activities.

We predict that stat to increase as we get closer to 2026. Why? The explosion of AI (more on AI in a bit).

Definition? ✅
Importance? ✅ 

How does it actually work? Let's review the mechanics of workflow automation.

How workflow automation works: from trigger to action

Every automated workflow follows a fairly straightforward pattern that includes the following:

• Triggers: The events that start a workflow (think: ticket submission)
• Rule(s): The "if-then" logic that determines how the workflow behaves
• Conditions: Specific criteria that must be met before actions occur
• Actions: The tasks that happen automatically (like assigning tickets, sending notifications, or updating records)

To better visualize this process, here's an example of a password reset service request.

Imagine a service request traveling through your Managed Service Provider (MSP) like a package with its own smart routing system. The typical journey may follow these six steps:

1. Trigger Activation: A user submits a password reset request.

2. Rule Application: The system checks user permissions and request type.

3. Condition Evaluation: Determines what type of user this is —standard or priority.

4. Action Execution: Routes to the appropriate support help, sends confirmation message (email, Slack, etc.), and creates a timeline entry.

5. Cross-Tool Movement (if applicable): Updates both the ticketing system and the customer portal simultaneously.

6. Department Handoff: Escalates to the appropriate team if permission changes are required.

Note: The above 6 steps have all occurred using AI ... without human intervention.

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Xurrent example: Our AI-Powered Automation Builder empowers users to describe automations in plain English. Tell Xurrent's AI how you want the automation to work ... like "send an email to the manager when a high-priority ticket is unassigned for more than 30 minutes"... and the platform builds it automatically.

This conversational approach saves 5-30 minutes per automation compared to traditional manual configuration.

Not too shabby.

But that's just one of the many benefits. Here are a few more.

The many benefits of workflow automation

Workflow automation streamlines repetitive tasks, boosts productivity, and reduces human error. The net result: organizations free employees for creative work while ensuring consistency and compliance across operations.

Here are a few specific benefits.

Increased efficiency: cut manual task time in half

When repetitive tasks like ticket routing, password resets, and system monitoring are automated, techs spend significantly less time on administrative work. This means you can handle more tickets without increasing headcount.

Fewer errors: standardized processes = fewer mistakes

Human errors in IT service delivery can be costly. Automated workflows ensure consistent handling of each request by following predefined rules and validation steps. Critical information is never missed, configurations are applied correctly every time, and documentation becomes comprehensive and accurate.

Better collaboration: shared visibility and task ownership

Automation creates a central, single source of truth across departments. Everyone sees the same status updates, knows precisely where a request stands, and understands who owns the next action. This transparency eliminates the "I didn't see it" scenario, building trust through consistent communication.

Scalability: run the same process across 10 or 10,000 users

As your MSP grows, manually managing increased ticket volume becomes unsustainable. Automated workflows handle growth without proportional staffing increases. The same processes work for SMBs and enterprise organizations. Scale the business without significantly increasing operational costs.

Improved decision-making: more time spent analyzing, not collecting

When data collection and reporting become automated, your team can focus on analyzing trends and making strategic decisions. Instead of building reports, they can use that time to identify recurring issues, spot potential service improvements, and develop proactive maintenance strategies.

Sounds good, right?

But not all workflow automation capabilities are the same.

The 5 levels of workflow automation

The various "levels of maturity" of workflow automation capabilities are similar to the "evolution of a coffee drinker."

Level 1: "What's this bitter stuff?"

Level 2: "I need caffeine to function."

Level 3: "Actually, I prefer medium roast."

Level 4: "Let me tell you about this single-origin Ethiopian..."

Level 5: "I roast my own beans."

The 5 levels of workflow automation are not all that different — each one gets a bit more sophisticated.

Level 1: Manual workflows with triggered automation

Level 2: Rule-based automation

Level 3: Orchestrated multi-step automation

Level 4: Adaptive automation with intelligence

Level 5: Autonomous workflows

Let's break each one down:

Level 1: Manual workflows with triggered automation are limited to specific tasks within a largely manual process. Characterized by task-based automation and human-initiated actions, it has no orchestration across steps.

Example: A website form submission sends an email notification. A human handles the remainder of the process.

Level 2: Rule-based automation is when processes are automated based on predefined rules and conditions. Characterized by IF/THEN logic and limited decision branching, it still requires human oversight to handle exceptions.

Example: A "high priority" ticket is automatically escalated to Tier 2.

Level 3: Orchestrated multi-step automation is when multiple tasks and systems are connected sequentially to form an end-to-end automated workflow. Characterized by cross-functional coordination and workflow visualization tools, this level of automation requires fewer human handoffs.

Example: A new employee onboarding triggers the creation of accounts in multiple systems, sends welcome emails, and assigns tasks.

Level 4: Adaptive automation with intelligence leverages AI/ML to adapt workflows based on data patterns and past outcomes. Characterized by predictive decision-making and learning from outcomes, this automation has dynamic workflows that adjust over time.

Example: System routes tickets to the most effective agent based on historical resolution times and expertise.

Level 5: Autonomous workflows are fully automated, self-optimizing workflows operating with minimal human intervention. Characterized by closed-loop automation and real-time data-driven decisions, these automations continuously improve via feedback loops.

Example: An incident management system detects anomalies, creates a ticket, runs diagnostics, triggers resolution scripts, and updates stakeholders automatically.

The most sophisticated workflow automation systems integrate with various applications and data sources, powering seamless information and data flow across departments and tools while maintaining audit trails and meeting compliance requirements.

And last, but certainly not least, it's time to talk about AI. After all, what would a blog post be in 2025 without those two letters?

AI and workflow automation: The icing on the cake

Before automation, marketing was like driving without a map — relying on intuition alone, often getting lost.

Then automation arrived. Google/Apple Maps provides clear, optimized directions with basic traffic updates.

Weave in AI, and the entire experience is elevated. You are now a passenger in a self-driving car, one that drives for you while optimizing the route based on real-time traffic, weather patterns, and your schedule. The vehicle anticipates obstacles before they appear, suggests better destinations based on your preferences, and continuously improves with each journey.

This progression shows how automation created efficiency, but AI delivers intelligence — transforming marketing from a guided process into an adaptive system that optimizes performance while freeing your team to focus on strategy and creativity.

Said another way, the most "sophisticated" workflow automation uses intelligent decision-making capabilities — via AI and ML (machine learning) — to address complex scenarios, exceptions, and atypical cases. 

AI is the icing and the cherry on top of an already fabulous cake. 

Modern workflow automation platforms (see Xurrent) offer no-code/low-code interfaces to easily build, design, and modify these workflows. With the help of AI, workflow automation systems can adapt to changing conditions, learn from patterns, and continuously optimize processes.

AI has (forever, likely) changed workflow automation by transforming it from a rule-based system for handling repetitive tasks into an intelligent framework capable of learning, adapting, and making decisions.

AI executes predefined tasks to create intelligent, adaptive systems that can learn and improve over time. Traditional workflow automation follows rigid, rule-based processes that work well for simple, repetitive tasks but lack flexibility for more complex, modern service management challenges.

AI workflow automation is:

✓Adaptive.
✓Scalable.
✓Able to handle complex processes.

All with minimal (or no) human intervention.

AI-embedded workflow automation vs. traditional workflow automation means that service management platforms now can:

Make intelligent decisions: AI enhances automation by using historical data to recommend optimizations and trigger approvals, enabling systems to make data-driven decisions without constant human intervention. This allows workflows to dynamically adapt to changing conditions ... in real-time.

Leverage unstructured data: While traditional automation struggles with unstructured inputs like emails, images, and voice data, AI-powered systems can natively understand and process these varied formats, greatly expanding automation possibilities.

Take advantage of predictive analytics: AI applies predictive analytics to workflow management, allowing businesses to anticipate future outcomes based on historical data. This capability enables forecasting demand, optimizing resource allocation, and identifying potential bottlenecks in workflows before they occur.

The business impact of AI-enhanced workflow automation is substantial.

From that same Gartner report (above), 44% of respondents indicate that "GenAI will automate repetitive and manual tasks in I&O [Infrastructure & Operations] workflows, increasing efficiency and reducing human effort."

However, a critical prerequisite remains: processes must be appropriately documented and structured first to fully leverage AI's potential.

Up next: How to kickstart (or improve) your workflow automation programs.

5 best practices for ramping up your workflow automation

With any new (or improved) process, coming out too hot out of the gate could be disastrous. Instead, we recommend starting small … and following these 5 best practices to ensure success.

Best practice #1: Start small: Pick one process

Beginning with a single, manageable process allows you to demonstrate value quickly without overwhelming your team. Pick one workflow automation — say onboarding or SLA approvals — and master it before moving on to the rest of the organization.

Apply ITIL frameworks to categorize processes and identify tasks with high potential for automation, prioritizing based on business impact and SLA alignment. We suggest password resets, ticket routing, or standard service requests as your starting point.

Best practice #2: Map first, then automate

Before automating any process, thoroughly document and analyze its current state. What's working? What's not? Where are the bottlenecks? What can be automated?

Strategic planning keeps automation efforts aligned with the overall company and/or IT department objectives. Be sure to set clear goals, assess available resources, and identify the processes that will benefit most from automation.

If possible, create visual process maps that uncover possible redundancies. In other words, be sure you are automating an optimized workflow, not a broken one.

Best practice #3: Include stakeholders

Don't automate in a vacuum! Involve both technical teams and end-users in the automation planning process. Foster collaboration and encourage feedback to continuously refine and improve automation strategies.

Technicians can identify what tasks consume their time, while users can highlight pain points in service delivery.

Best practice #4: Monitor. Measure. Iterate. Improve

Successful automation is an ongoing process, not a one-and-done deal. Creating a uniform process simplifies operations and instills a sense of predictability in ITSM operations. Create dashboards to track key metrics like resolution time, ticket volume, and automation success rate, then use this data to continuously improve each automated workflow.

Best practice #5: Keep humans in the loop

Not every aspect of a workflow should be fully automated. ITSM automation tools can handle many tasks, allowing IT staff to concentrate on more challenging problems and essential plans. But be sure to leave more complex decision-making to experts.

Design workflows with decision points where human judgment adds value, particularly for exceptions, possible outliers, and high-impact changes.

The future is now.

The future of work is ... automation — workflow automation

Bill Gates' words about automation remain as relevant in 2025 as in 1996, with one critical update: AI has dramatically amplified both the potential and the stakes. Workflow automation has evolved from simple rule-based systems to intelligent frameworks that can learn, adapt, and make decisions autonomously ... thanks to AI.

By strategically implementing workflow automation, starting with well-documented processes, organizations will create the foundation for top-notch efficiency. When repetitive tasks are automatically handled (sans human intervention), your team gains valuable time for strategic work that truly requires human expertise. The numbers tell a compelling story — reduced errors, faster resolution times, improved client satisfaction, and healthier profit margins.

Xurrent's Workflow Automation Platform — complete with our AI-Powered Automation Builder — represents the cutting edge of this evolution, allowing you to describe workflows in plain English and have them built automatically. This conversational approach saves 5-30 minutes per automation (at 100 automations per year, that is an 8.4-50 hour time savings!) and democratizes the creation process, removing technical barriers previously limiting automation to specialists.

Workflow automation isn't optional for growing organizations. In today's business environment, where clients demand more for less, automation is the difference between thriving and merely surviving.

The companies that master workflow automation will be on the leading edge of efficiency, reliability, and client satisfaction, while those who delay will struggle to catch up in an increasingly automated world.

Which side of the equation do you stand on?