siliconindia | | July 20189Robotic process automation (RPA) is the important step in the evolution of new business models since it significantly reduces the need for IT service agents to perform routine, rule based, high volume activities, enabling them to instead focus on more innovative ideasyou can leverage the power of Nat-ural Language Interpretation (NLI) and cognitive automation in the form of AI bots. AI powered RPA and cog-nitive automation are quickly becom-ing the main driving force for digital transformation today. Traditional ser-vice desk and being transformed to Digital Service Desk providing end users the flexibility to talk to some-one anytime from anywhere with 50-70% reduction of costs to handle each incident.2. Automating IT Operations Man-agement: Modern enterprises that are adopting Hybrid-IT will need a solu-tion that will allow them to discover everything they have in real-time. Au-to-discovery of IT assets and complete visibility of all your IT resources, no matter where they are will also require automation in management of incidents. Auto-mation in streamlining the process of creating and managing incidents, as well as notifying the right teams with correlation between the resourc-es in real-time basis, it becomes even more important on how you handle the false positives from here on. Es-calation and alert on critical events to ensure rapid problem resolution and consistent service performance will lead to meaningful insights to provid-ing the actionable information to the CIO organization to better manage the business of IT today.3. Integration of RPA/AI in IT Operations Management: The network operations center or the digital command center (as I would like to put it in today's scenario) is the focal point for a 24x7 IT In-frastructure /Application and Data Monitoring and Management. With everything-as-a-service, connectiv-ity becomes the principle driver for any digital journey. Ensuring health of these connected devices to ensure 24x7 availability is the key element for a greater customer experience (CX). Enterprise will need to plan to bring in RPA that will perform health check (including security checks) of systems and applications and take corrective remedial actions to ensure the environment performs giving the experience that is need-ed. Automation on service requests post work-flow approvals coming out of IT service management needs to be automated. Robotic process automation (RPA) is the important step in the evolution of new business models since it significantly reduces the need for IT service agents to perform rou-tine, rule based, high volume activ-ities, enabling them to instead focus on more innovative ideas.Thinkers, enthusiasts, market re-searchers and many others place 2020 and 2025 as an important milestone in the coming years. Is this because of `conversational' banking, `self-driv-ing' vehicles, and `drones' to deliver packages? You are talking to `ro-bo-advisors' on market trends and in-vestments, `cognitive' coach on your phone designing your next day diet based on your previous days workouts and the list keeps adding up. To make all this a reality, enterprises that de-velop or adopt such innovation must have their IT Services automated to handle the kind of demand in imple-menting Hybrid IT in their journey of digital transformation.
< Page 8 | Page 10 >