Infrastructure Mgmt. Services Video Service Desk Automation Script-based automation has always been used for simple L1 / L2 type tickets or simple service requests. Wherever we have standard operating procedures, we should be able to automate those by scripts and these scripts can be hosted in some script-runner tools. Arago Hiro and Rundeck are tools which can manage these scripts centrally. By structuring the scripts into small reusable scriptlets and by parameterising them, we can execute the scripts in many different process ﬂows.