The impact of automation on companies’ efforts to win, serve, and retain customers is unquestionable. However, it can be difficult to determine how different types of automation relate to one another, where you might be able to reuse certain technologies, and how best to rationalize your portfolio. Using nine dimensions, Forrester has classified eight major categories of more than sixty types of automation. Infrastructure and operations (I&O) professionals can use this framework to guide their automation journeys.