How to Sustain Hard-Won ITSM Automation Gains

Craig Wright, managing director, explores the topic of protecting automated ITSM gains in this contributed article. Sample excerpt: “The orchestration of self-help IT tools, intelligent automation and digital labor can deliver differentiated IT service management that enables dramatic productivity improvements for today's IT organizations. This includes an IT organization that is more in harmony with business needs. However, buyer beware, as there is a potential sting in the tail of this effort that could limit future consideration of other providers.”