The project is assigned a specialized Engineering excellence squad with multidisciplinary skills in Automation, AI/ML, and Operations domains. They accompany the core support staff and are focused on toil elimination by building bots by leveraging AI or simple automation. 

Eliminate, Reduce, Automate, and Simplify enables hyper-efficient team and predictable service delivery by eliminating waste or excess, reducing MTTR (Mean time to recover) and dependence through intelligent automation and simplification. 

Shifting left involves providing L1 helpdesk/contact center teams with enhanced Knowledge Management tools, such as online FAQs and chatbots. On the other hand, shifting right emphasizes problem management practices aimed at delivering permanent resolutions through application-based solutions.

Experience Level Agreements: Adjusting new-age SLOs/SLIs to XLAs that are aligned with the client's business objectives and will be dynamic.