Optimise and automate
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And the seventh guiding principle is the one that we call optimize and automate. Again, this links back to so many of the other guiding principles. But the idea of optimize if often we need a lot of manual activities to occur in any world of service. You have to think about the nature of value streams at the service desk, another practice that we consider. But think around the optimize and automate principle is very much, we should look at each practice, each process, each value stream, each element of the SVS even, and think about, is it in the most optimal situation, 'cause if it's not, can we remove, can we kind of simplify, can we change step, so it is in the most optimal, even though still manual set of activities? And once we've done that, that then keys into next aspect of the principle in terms of the automate side. 'Cause once we made something very optimized, even though still manual, that often then lends itself to being highly procedurized, and therefore can start to wrap automation around them. And automation, in so many respects, should give us a lot of benefits in terms of speed, efficiency, cost optimization, back through service to the organization. But always therefore freeing any staff and humans to actually go and apply their expertise in a lot more focused way, where we can't necessarily automate, 'cause automation certainly cannot be used everywhere in a world of service, even though it has huge potential to drive even better value to the organization.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications