Video

Service Desk Automation

  • Nov 09, 2019
  • 1 min read

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– Script-based automation handles simple L1/L2 tickets and service requests using standard operating procedures.
– Arago Hiro and Rundeck manage these automation scripts centrally as script-runner tools.
– Structuring scripts into small, reusable, parameterized scriptlets enables execution across many process flows.

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.