Trends Report

Brief: Gauging The Impact Of Heuristic Automation On Service Delivery

August 19th, 2015
Bill Martorelli, Principal Analyst
Bill Martorelli Principal Analyst
Jean-Pierre Garbani, null
Jean-Pierre Garbani
Wolfgang Benkel, null
Wolfgang Benkel
With contributors:
Eveline Oehrlich , Vanessa Wegner , Peter Harrison

Summary

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.

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