Getting IT Right: How Automation Impacts the ITSM Value Chain

with Andrew Graf , Chris Tozzi , Vawns Murphy
Tuesday, Jul 19, 2022


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.

View the Webcast Recording

Getting IT Right: How Automation Impacts the ITSM Value Chain

About Our Speaker(s)

Andrew Graf
Chief Product Officer
Andrew Graf is the Chief Product Strategist for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing IT leaders– as the need for increased IT Maturity rises, he is able to help map out a way forward.
Chris Tozzi
Senior Lecturer, IT and Society
Chris Tozzi is a freelance technical writer and editor, specializing in topics such as DevOps, security, open source, and cloud computing. His most recent book, “For Fun and Profit: A History of the Free and Open Source Software Revolution,” was published by MIT Press in 2017. He is also Senior Lecturer in IT and Society at Rensselaer Polytechnic Institute in Troy, New York.
Vawns Murphy
Senior ITSM Consultant
Vawns Murphy is an experienced and award-winning service management professional with qualifications in ITIL, COBIT, ISO 20000, PRINCE2, and Microsoft. A senior ITSM consultant at i3Works and a founding member and in-house blogger for, Vawns has a long history as a service management architect, consultant, and evangelist. She's a member of the itSMF UK Transition Management Working Party and special interest group, a member of the itSMF Ireland Management Committee, and an author of itSMF UK collateral on service transition, software asset management, and problem management.

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