The document discusses how IT professionals often spend too much time "fire-fighting" or dealing with routine tasks rather than innovating. It suggests that automation can help by reducing wasted time on repetitive tasks. Specifically, selectively automating routine IT processes through intelligent workflow management and tools can help alleviate service desk issues, free up IT staff time, and allow staff to focus more on innovation. This helps the business be better served by making IT operations more efficient and consistent while improving the end user experience.
3. Alleviating service desk
blues with selective
automation
Clive Bob Tarzey
Longbottom,
Analyst Service Director, and Director
Quocirca Ltd
Quocirca Ltd
Dec 12th 2014