Save or Share this Report

For Infrastructure & Operations Professionals

Brief: Gauging The Impact Of Heuristic Automation On Service Delivery

August 19, 2015


  • By Bill Martorelli,
  • Jean-Pierre Garbani,
  • Wolfgang Benkel
  • with Eveline Oehrlich,
  • Vanessa Wegner,
  • Peter Harrison

Why Read This Brief

After percolating for several years, activity among service providers pursuing advanced automation capabilities has accelerated recently. Suppliers including Wipro and Tata Consultancy Services have recently introduced automation capabilities, joining longtime market participants like IPsoft. This activity renews expectations among infrastructure and operations (I&O) professionals that a dramatic reduction in service pricing, along with other benefits including additional scale and speed, is near at hand. After a series of hype cycles, the contribution of automation to improved service delivery appears imminent. In some cases, market participants and customers are disappointed in results to date. What can customers expect? For the near term, I&O pros should retain modest expectations for immediate, dramatic impact despite grandiose promises, but anticipate an inexorable, if incremental, path forward.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($349 USD).


Recommended Research