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okay thank you very much so uh good morning everybody uh my name is greg charman im the vp of solutions and services at calvarian um at the service desk automation event last week i talked to you about the framework of tools targets and tactics for you to build out service fulfillment automation project and how you can how the work that you record in your service desk today are the automation priorities for your business and how automating the work in your service desk doesnt mean ripping out your service desk and replacing with something else you can wrap automation around your existing service desk to receive to achieve those automation benefits that tesla was talking about so today what im going to do is to actually show you those tools targets and tactics in action actually automating some real things so as part of that session that we did last week we discussed the typical type of requests that companies get into their service desk things like creating an active directory user