In the continuing search for business process efficiency, Service Delivery Automation (SDA) is truly the next big thing. It not only promises cost savings, but other benefits such as reduced errors, faster operations, and 24x7 coverage. Predictably, there is high demand for SDA technologies such as Robotic Process Automation (RPA) but organizations need to evaluate a number of factors for various decision points to select the most appropriate automation route for successfully adopting and implementing SDA. Many organizations have already made very successful initial forays into this field. Some have got to the best answer through a degree of trial and error. That is to be expected in a rapidly evolving and still immature market.
Scope
SDA is very much the next big thing in operational efficiency and optimization but its adoption can raise a number of questions and challenges for those who are at the start of their automation journey: Should they deploy RPA internally or hire a Service Provider (SP) to do it for them? Should they invest in an automation platform or go for point solutions? Should automation be built into the scope of their outsourcing contracts? Which deployment model should they use?
In this paper, Everest Group presents the pros and cons of different adoption options and highlights the key factors for consideration.
It is intended as a guide for enterprise operations’ executives who are looking to optimize services through increasing levels of automation.
Note: this report is from 2012. See our most recent R2R research report.
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