Best practice: Automate simple processes that are well understood.
Service Management areas that use automation effectively:
1 - Event Detection
Didn't get it.
2 - Design
Automation in design is really important and really feasable. As an example of automation I would point out the team foundation system(microsoft), Cruise Control (open source), Jenkins (open source), and other already well known tools.
3 - Trend analysis
I don't know any company in Brasil that has a departament that deals with trend analysis. It mus exist, of course, but I never knew one.
4 - Reporting
Well, automation in reporting is mainly blocked by endusers who demand constant customization. Automation and customization are two processes that rarely go together.
And that's all folks.
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