CHAPTER 9: SERVICE MANAGEMENT AUTOMATION
The benefits of automation
Once a task or process has been introduced and performed regularly, the next step is often to try to automate it. Automation can improve the performance of people, processes, management and organisation structures. It can also improve the way that knowledge and information is shared between parts of the organisation.
Automation can improve the utility and the warranty of services. Some of the areas of improvement include:
- automated resources can have their capacity adjusted easily
- automated resources don’t need human intervention, so can be available across time zones or service ...