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Eliminating Level 1 human support from IT management

Author: Amit Athawale; Venkata Jonnavithula
Publisher: [Hopkinton, Mass.] : EMC Corp., 2014.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
Most Level 1 (L1) activities in IT support are limited to health checks, alerting, reporting, ticket generation, basic troubleshooting, and configurations. These tasks are repeatable and are expected to be performed without human error and at specific times. However, due to the monotonous nature of these tasks, they are prone to human error. This article discusses the use of automation to reduce the L1 workload,  Read more...
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Details

Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Amit Athawale; Venkata Jonnavithula
OCLC Number: 900272770
Notes: "EMC Proven Professional Knowledge Sharing."
Title from title screen.
Description: 1 online resource
Other Titles: Eliminating Level one human support from IT management
Responsibility: Amit Athawale, Venkata Jonnavithula.

Abstract:

Most Level 1 (L1) activities in IT support are limited to health checks, alerting, reporting, ticket generation, basic troubleshooting, and configurations. These tasks are repeatable and are expected to be performed without human error and at specific times. However, due to the monotonous nature of these tasks, they are prone to human error. This article discusses the use of automation to reduce the L1 workload, which frees bandwidth for addressing next level activities and helps to keep the employee skill pyramid balanced. This resource is of value to those in infrastructure management trying to achieve cost effectiveness, add value, and reduce human efforts. --

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