It automation webinar presentation
Download as PPTX, PDF0 likes208 views
- Automation adoption is accelerating in response to increased IT complexity and new technologies. RPA is the fastest growing software segment and will reach near universal adoption by 2023. 85% of support interactions will be handled by chatbots by 2025. - Companies can leverage automation to reduce costs, improve productivity and efficiency. Automation helps complete tasks faster at lower cost while freeing up employees for higher value work. It also improves security, service consistency and optimizes IT spend. - Successful automation requires identifying the right candidates, selecting appropriate tools, estimating business benefits, and defining a roadmap. Working with an IT services partner can help accelerate the automation journey. While many companies use RPA in business functions, fewer have
It automation webinar presentation
- 1. How to Leverage Automation the Right Way Within Your IT Operations in 2021 Alvaro Prieto Co-Founder & Sr. Managing Director Brad Beumer Contact Center Pre-Sales Kate Clavet Product Marketing Manager WEBINAR February 10th 2021 Eduardo Diquez Intelligent Automation Consulting Director Moderator: Panelists:
- 2. Sources: - Gartner - Tanium Survey Report 2020 - McAfee, The Hidden Cost of Cybercrime - State of Service, Salesforce research May 2020 The adoption of IT Process Automation is accelerating in response to increased complexity, new available technologies and the evolving role of the IT Organization RPA is the fastest-growing software segment in the world (~$2B by end of 2021) and will reach nearly universal adoption by 2023 85% of support interactions will be handled by a chatbot by 2025 136% projected growth rate of AI Chatbots use over the next 18 months for Service Organizations 70% of CIOs are assuming the leadership of high-impact initiatives across the whole organization 90% of organizations experienced an increase in Cyberattacks due to COVID-19, and the global cost of cybercrime shot to nearly $1 trillion in 2020 (double what it was just two years prior)
- 3. 3 Evolution of IT Process Automation IT Process Automation (ITPA), also known as Run Book Automation (RBA) is designed to automate system and network operational processes, while interacting with infrastructure elements such as applications, databases and hardware Most companies are here: Batch Processing Scripting DevOps & Workflows RPA AI
- 4. 4 Where are you in your ITPA Maturity Journey? • No automation / tools • No formal process / runbooks defined • Low Operational Maturity / Controls • Undefined Service Levels • Low documentation levels INITIAL • Back/front-end automation using scripting and workflows technologies found in key IT operation apps • Not centrally managed, but running on multiple systems • Defined operation controls and some service catalogs requests automated • Service Level reported DEFINED • IT Automation program in place • Uses 3rd party automation tools (RPA), machine learning and orchestration technology • Have dedicated resources to drive the automation agenda • Data driven automation analysis and actions • Centrally managed • ‘Zero touch’ automation MANAGED OPTIMIZED • Uses automation across the business, not just IT • Maintain state-of-the-art IT automated environment • Build competitive advantage • Increase revenues and shareholder value • Learns from unstructured data from multiple sources (Cognitive computing) • Neural networks and natural language support • Automation As-a-Service • Digital First • Using scripting for routine tasks and virtual attendants / self service portal • Some process / runbooks documented, but manually executed • Simple processing • Some Service Levels defined • Basic documentation levels BASIC
- 5. 5 Where are you in your ITPA Maturity Journey? • No automation / tools • No formal process / runbooks defined • Low Operational Maturity / Controls • Undefined Service Levels • Low documentation levels INITIAL • Back/front-end automation using scripting and workflows technologies found in key IT operation apps • Not centrally managed, but running on multiple systems • Defined operation controls and some service catalogs requests automated • Service Level reported DEFINED • IT Automation program in place • Uses 3rd party automation tools (RPA), machine learning and orchestration technology • Have dedicated resources to drive the automation agenda • Data driven automation analysis and actions • Centrally managed • ‘Zero touch’ automation MANAGED OPTIMIZED • Uses automation across the business, not just IT • Maintain state-of-the-art IT automated environment • Build competitive advantage • Increase revenues and shareholder value • Learns from unstructured data from multiple sources (Cognitive computing) • Neural networks and natural language support • Automation As-a-Service • Digital First • Using scripting for routine tasks and virtual attendants / self service portal • Some process / runbooks documented, but manually executed • Simple processing • Some Service Levels defined • Basic documentation levels BASIC 27% 30% 31% 7% 4% Not at all mature Slightly mature Moderately mature Very mature Extremely mature How would you describe the stage of your automation maturity in IT Ops?
- 6. 6 IT Automation Landscape Application Management IT Procurement Security Infrastructure Service Management End User Support Master Data Management Licensing Antivirus & Malware Solutions Networking Incident Management Self Service Database Management Asset Management Data Protection Infra Monitoring Request Management L1 Support Onsite Support L3 Support Account Management Problem Management Knowledge Management Change Management Release Management Configuration Management Business Intelligence SCCM (Software Deployment & Distribution) Server Management Infrastructure Services Access Management Disaster Recovery Architecture Networking Accounts Service Contract Management Supplier Management Purchase Order Management Applications Migration Applications Maintenance Applications Testing Applications Request Chat/Voice BOT Integration / API OCR ML / Cognitive BPM Core Apps / Workflows RPA Analytics
- 7. 7 Polling Question #1 What areas of your IT Operations are you most interested in automating? End User Support 43% Data Center Operations 52% Security 43% Application Management 48% Service Management 70%
- 8. 8 OpsGenie & UiPath Overview Most Common Use Cases in IT Ops
- 9. 9 Typical IT Environment… Operation Teams Monitoring Tools IT/Dev Stack
- 11. 11 IT Automation Heatmap – End User Support Application Management IT Procurement Security Infra Service Management End User Support Self Service L1 Support L3 Support Account Management L2 Support HW Support Escalated Incidents High automation potential Medium automation potential Low automation potential Account & Access Management Request Management Account Password Reset IVR Chatbot Employees SoPs ITSM – Service Desk Portal OS Deployment Account Creation Account Deactivation Account Deletion Cloud Management First Line Incident Management Account Unlock Asset Management Account Access Infra Management
- 12. 12 UiPath Demo
- 13. 13 Positioning the Benefits and Business Case of Automation in IT
- 14. 14 Having a clear understanding on WHY you are automating your IT Ops is a key success factor Improved Visibility Revenue Enablement Cost Reduction Scalability Agility Quality & Controls Focus on Innovation Customer & Employee Experience Security & Peace of Mind It’s not just about cost savings… COST REDUCTION PRODUCTIVITY IMPROVEMENTS EFFICIENCY GAINS DO IT FOR LESS – LOWER THE COST PER VOLUME • Eliminate current and/or future spend • Reduce head count DO MORE – INCREASE VOLUME OF WORK • Increase speed/output • Improve quality – reduce errors • Deliver more complex services • Increase satisfaction DO IT BETTER – REDUCE WORK/EFFORT/RISK • Limit the need for human touch • Reduce risk and human error • Increase self-service • Routinize redundant tasks • Shift resources to more strategic initiatives
- 15. 15 Having a clear understanding on WHY you are automating your IT Ops is a key success factor Improved Visibility Revenue Enablement Cost Reduction Scalability Agility Quality & Controls Focus on Innovation Customer & Employee Experience Security & Peace of Mind It’s not just about cost savings… COST REDUCTION PRODUCTIVITY IMPROVEMENTS EFFICIENCY GAINS DO IT FOR LESS – LOWER THE COST PER VOLUME • Eliminate current and/or future spend • Reduce head count DO MORE – INCREASE VOLUME OF WORK • Increase speed/output • Improve quality – reduce errors • Deliver more complex services • Increase satisfaction DO IT BETTER – REDUCE WORK/EFFORT/RISK • Limit the need for human touch • Reduce risk and human error • Increase self-service • Routinize redundant tasks • Shift resources to more strategic initiatives 46% 58% 67% 69% Reduce Security Risks Optimize IT Spend Improve Service Consistency & Performance Free Up Employee's Time for Higher Value Work What are the main drivers to implement automation in your IT Operations?
- 16. 16 Keys for a Successful Implementation Most Common Pitfalls & Lessons Learned
- 17. 17 Polling Question #2 Do you agree that working with an IT Managed Services partner can help you accelerate your automation journey? I agree, I’m already leveraging my ITO partner for this 61% I agree it could help but I’m still not outsourcing 39% I disagree and I don’t want to outsource 0% I disagree, I outsource and my partner doesn’t bring value 0%
- 18. 18 Schedule a Complimentary IT Automation Maturity Consultation Where are you in your journey? How do you go from here? Schedule a consultation with our experts and receive a complementary IT Automation Consultation to help you: • Identify best automation candidates • Discuss potential solutions & tools • Estimate the business case • Define implementation roadmap For those interested, please contact ryan.ritter@auxis.com to schedule
- 19. 19 Polling Question #3 Is your organizations leveraging RPA already in IT or other functions at the company? No, we have not started in any function 19% Yes, we are using it in other functions but not in IT yet 38% 43% Yes, we are using it both in IT and in the business
- 20. We’re looking forward to speaking with you! Alvaro Prieto Co-Founder & Sr. Managing Director Alvaro.Prieto@auxis.com Brad Beumer Contact Center Pre-Sales Brad.beumer@uipath.com Kate Clavet Product Marketing Manager kclavet@atlassian.com Eduardo Diquez Intelligent Automation Consulting Director Eduardo.Diquez@auxis.com
Editor's Notes
- #4: Registration results
- #5: Many IT organizations use scripting to automate tasks. This may work well for well defined tasks, such as provisioning a server. Yet scripting has its drawbacks, particularly for more complex IT workflows that cross processes and domains. With scripting, the lack of built-in integration with IT management and orchestration systems reduces your flexibility and ability to manage the processes end-to-end – from triggering or scheduling and up to closing tickets. Another problem with scripting is your ability to keep an audit trail, review and analyze events.
- #6: Many IT organizations use scripting to automate tasks. This may work well for well defined tasks, such as provisioning a server. Yet scripting has its drawbacks, particularly for more complex IT workflows that cross processes and domains. With scripting, the lack of built-in integration with IT management and orchestration systems reduces your flexibility and ability to manage the processes end-to-end – from triggering or scheduling and up to closing tickets. Another problem with scripting is your ability to keep an audit trail, review and analyze events.
- #9: Quick intro about yourself and tell us about how your particular technology helps IT organizations with automation? Kate 2-3 min Brad 2-3 min
- #14: Quick intro about yourself and tell us about how your particular technology helps IT organizations with automation? Kate 2-3 min Brad 2-3 min
- #17: Quick intro about yourself and tell us about how your particular technology helps IT organizations with automation? Kate 2-3 min Brad 2-3 min