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Lecture Notes in Computer Science
People, processes, technology and information are the service provider's resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control,doi:10.1007/978-3-540-75694-1_19 fatcat:lt746ecvujee7mgmp4r6nqhpeq