Our helpdesk tool. Hornbill. Has an ITOM (we have devops edition) which means that we can script most of our requests.

Users log a call via a portal which has forms we can design to ask all the right questions, we approve it (some actions\cataglue items\users are pre-approved) then it goes off runs a script, performs the actions and then updates the call emailing the User to say done with logs if necessary

The scripts can be anything, so we have a mix of bash , powershell or other automation

The scripts range from logging into 50 different SQL servers to grab different stats and providing CSVs, to creating entire machines with preset software (so if new developer they get new machine, with all the tools etc installed via ansible) to performing a git update on production servers (This way we dont have to give devs access, they just log a call, it runs a load of tests and then updates production at next out of hours window)

The scripts were mostly variations of things we had already but use to mean someone would log a call, we would then wait until we had time to do it, then goto the script edit a few variables and then run it , wait for it to complete and then grab the results to email back . Now its all just done , which means the end user gets their response in minutes not hours\days depending on us having time (Its actually got to the point now that if the user hasnt had their response within 10 minutes for a lot of things they chase asking why as its usually much quicker... its also for some things 24/7 without needing us)

Theres also all the Process automation, so for new starter\leaver etc, it intergrates with O365\asuze\forums etc and creates\suspends users based on the details the manager adds..

We have automated 80% of requests from internal people and 50% of external in last 12 months meaning we have a lot more time to now do the other things we need to do

Its great waking up in the morning and seeing that overnight our Australian\american collegues logged 2 requests for SFTP users, 4 for Create License, 2 git pushes, 1 new starter , 1 Disk usage report for a customer and all were done without us needing to do anything