7 key steps for getting your ITSM automation right
7 key steps for getting your ITSM automation right It's worth looking at the mistakes and successes of others when you are trying to change the status quo or start something new in ITSM. Here are seven steps for ITSM automation (plus the strategy and governance required): Learn the difference between "automation", and "orchestration." The difference between automation and orchestration can be simply described as the setting up of a task to run by itself. Orchestration, on the other hand, is the automated execution and completion of multiple tasks. Think digital workflow or digital process. Consider the return on investment (ROI). Don't automate just because you can. Automate tasks instead to reap a set of known benefits. Automate tasks when the benefits outweigh the cost. This could be speed, operational cost, error reduction, allowing valuable people to do more work or something else. Learn how automation can be orchestrated. Automat...