Time is the one thing we can’t make more of through hiring, investment, or process re-invention. We can only make the best use of the time we have each day. For tech support teams, that means removing friction and automating necessary but mundane and repetitive tasks. That frees up support staff to bring their talent, experience, and training to bear on high-impact, high-value work.
But done poorly, service delivery automation can create friction, frustrate tech staff, diminish outcomes, and damage your department’s reputation.
Done carefully, IT service automation improves support teams’ efficiency, in terms of both time and money; helps keep techs engaged and excited about doing work that improves colleagues’ and customers’ experience; and helps IT collaborate more with other departments to add recognizable value across the organization.
Join Tim McElgunn, Vawns Murphy, Chris Tozzi, and Andrew Graf for an hour-long exploration of what you need to consider as you plan, execute, and continually adapt your service management automation strategy.