Automation of IT Service Management (ITSM) has become a major aim for enterprises in all sectors. Implemented effectively, it drives greater efficiency and substantial cost-savings from IT infrastructure and is a major enabler of digital transformation. It meets the demand from consumers, employees, and stakeholders for the best, fastest, and most rewarding digital experiences.
Yet all too many ITSM automation projects fail to deliver, either because they were misconceived or poorly executed. The potential gains of ITSM automation are very substantial, but so are the pitfalls.
This how-to guide will cover the fundamentals of getting ITSM automation right – giving insights into the nature of ITSM automation, the correct approach to implementation and more advanced applications. And of course, how to avoid disappointment and costly mistakes.
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