Summary
The idea of automation in infrastructure and operations (I&O) and business process services has been gaining ground. But its applicability to application maintenance and support (AMS) is often overlooked. Automation, both deterministic and heuristic, reduces manual effort in incident monitoring, triage, resolution, and avoidance. I&O professionals should envision automation as an essential component of the business technology (BT) agenda; it can preempt issues and resolve those that arise more quickly, improving customer experiences.
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