If Your Service Desk Automation Solution Needs More Humans, It's Not a Solution
Whenever service management has struggled, the conventional response was to add processes, tools, and people. That worked for a little while; at the very least, it worked well enough to keep the lights on. However, today’s environments don’t fail quietly or occasionally. They fail noisily and across tightly coupled systems. The end result is an operational model where human effort is consumed reconstructing context instead of resolving problems. More processes don’t fix that.
