Automation Drives Process Innovation and Cost Efficiency Like many other government agencies, this or- ganization had to manage budget cuts in the last couple of years. Therefore, continuous in- novation has to be justified and supported by cost efficiencies. One of the ICT infrastructure departments provides a monitoring and re- porting environment for nearly 100 application development teams within the organization. They saw the potential that increased auto- mation could bring to their event handling and incident management processes, which con- tained numerous manual, error-prone human interventions. With automated self-service, the team could give more responsibility to applica- tion owners, create closed loop processes, and design workflows other teams could also use. T o r

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