When business-critical automation workflows and scripts accumulate, your IT operations team is essentially performing the functions of a software vendor. Even if these responsibilities are not formally recognized or funded, you now have a product, users, service expectations, a security surface and an ongoing maintenance obligation. The MSOnline retirement showed what happens when that obligation comes due. It also exposed the real questions that any DIY-versus-platform discussion should focus on: Who owns governance, security, continuity and maintenance?

Agentic automation is increasingly being introduced into IT operations with […]