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Practical Service Level Management: Delivering High-Quality Web-Based Services by Eric Siegel, John McConnell

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Automated Responses

Automated responses are another key real-time function; they are activated after an alarm is detected or after another tool, such as root-cause analysis, has done its task.

Automation was initially introduced to reduce staff effort and errors by automatically initiating corrective actions or collecting information for further staff attention. Taking over repetitive tasks, such as making regularly scheduled measurements or setting configurations for groups of elements, saves substantial labor and reduces the errors and inconsistencies that occur with manual input.

Automation also speeds up processes because they do not demand staff attention; they are activated as needed without waiting for permission. Speeding up processes ...

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