Eliminating Level 1 Human Support from IT Management

In the realm of infrastructure management, it makes good business sense to automate routine Level 1 (L1) activities such as reporting, health checks, alerting, etc. Automation can reduce L1 workload, freeing staff for next level activities and helps keep the employee skill pyramid balanced.

In this Knowledge Sharing article, Amit Athawale and Venkata Jonnavithula discuss the different stages of automation in IT service and an approach to integrated automation. Case studies are used to show how easy it can be to automate activities by simple scripts and Excel spreadsheets. The authors demonstrate how a reduction in L1 workload by close to 50% was effectively transferred to performing Level 2 activities, due in large part to the integrated approach to automation.

This article will help IT professionals and management leaders recognize the value of automating L1 activities to improve operational efficiency and maintain the employee skill pyramid.

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