Is Your Organization’s Enterprise Service Management Strategy Sharing Suboptimal ITSM Capabilities?

You might have heard or read about the issues with the automation of suboptimal processes, where organizations do not get the full benefits of their automation investments (but they can get to the poor process outcomes faster). This issue makes sense because while automation might increase efficiency, it will likely not make the suboptimal processes more effective. This is why the seventh ITIL®4 Guiding Principle is ‘optimize and automate’ and not simply ‘automate’.