Myth # 1: Debunking the Myths of IT Process Automation

                                            Myth # 1:
                       If you build it, they will come

Building a sustainable platform that ensures adoption of your process automation goals is not easy. Everyone knows a lot of manual work occurs that essentially should be automated.

But, why isn’t it?

Some challenges include:

-Scripting, or heavy customization of existing applications. This is difficult to accomplish unless the right technology platform is in place.

-Understanding the manual activities required to Automate at a sufficiently granular level, requires both good interviewing and listening skills.

There are 2 fundamental approaches to achieving the benefits possible through Automation 2.0 solutions. The first approach considers treating automation as a new process and functional area, with supporting technology and people. This approach does not take advantage of recent advances in collaboration technologies and the changes in how people interact with technology.

A more strategic approach to achieving the benefits possible through Automation 2.0 is that of integrating Automation tools and techniques into each existing process.

Making the tools ubiquitous drives adoption and places the onus of and the power to automate in the hands of the SME. Take the process of Event and Incident Management. Treating Automation as a discreet project or separate function leads to an almost certain pattern of innovation and then stagnation. The only way to sustain an underlying technology architecture that perpetuates automation is to place the tools and techniques in the hands of the level 2 and level 3 engineers for developing automation content. Additionally, Help Desk and Level 1 operations personnel become more empowered with a richer set of activities they can perform because of the increased depth of operational documentation.