Trends Report

Empower I&O Staff With Automation

An Empowered Report: Use Automation To Convert The Geek Culture Of I&O To One That Can Solve Business And Customer Challenges

October 22nd, 2010
With contributors:
Lauren Nelson , Robert Whiteley III


The explosive growth in mobile, video, cloud, and social technologies is creating a new movement that empowers individuals to solve customer challenges. Individuals who leverage these new powers are reshaping business, but their efforts are often hampered by manual and complex IT processes. Automation changes that. It presents an opportunity to empower infrastructure and operations (I&O) staff in a way that is proving to transform this IT entity from the stereotypical wasteful and sloppy band of geeks into a catalyst for business service. To make sure you empower your I&O staff with automation, you need to build a well-rounded automation portfolio and a business case that focuses on decreased skills costs, increased reliability, and enabling end user self-service. Next, you'll need to recruit automation champions from among the ranks of your most technical subject matter experts and avoid the common pitfalls of automating unrefined processes, starting with too large a project, and not implementing control points.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.