IT Process Automation is moving into wide awareness — most know automation is useful, and the question is no longer 'what and why' but 'how.' This paper presents ITIL as a map to opportunities for ITPA.
Replacing manual work with pre-programmed machine work - automation - is all the rage today. Automation is a hot topic, but its dirty little secret is that you cannot automate something if you do not understand how it works in the first place. This critical detail makes ITIL process definition a cornerstone to success with IT Service Management (ITSM) automation.
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