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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 13: SERVICE MANAGEMENT AUTOMATION

Automation can improve service asset performance, and service utility and warranty:

  • Automated resources can have their capacity adjusted easily
  • They don’t need human intervention, so can be available across time zones or service hours
  • Automated systems can be measured and improved
  • Computers can optimise services and processes in ways that humans could not
  • Automation can capture knowledge about a process, and share it more easily.

Service process automation delivers benefits including:

  • Better service quality
  • Reduced costs and risks
  • Reduced complexity and uncertainty.

These service management areas benefit from automation:

  • Design and modelling
  • Service Catalogue
  • Pattern recognition and analysis
  • Classification, ...

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