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Greg Charman, VP of Solutions and Services at Calvarian, presented at the Service Desk Automation event. He outlined a framework of tools, targets, and tactics to develop service fulfillment automation projects, emphasizing that automation should enhance, not replace, existing service desks. Charman highlighted that the tasks recorded in your service desk are key to identifying automation priorities for your business. In today’s session, he will demonstrate the discussed tools and strategies in action by automating real requests, such as creating Active Directory users, underscoring the practical application of automation in service desks.