Decision Tool

Forrester’s High-Performance IT Operating Model Work Automation Assessment

A Tool For Recategorizing IT Work In The Era Of Automation

April 25th, 2024
With contributors:
Frederic Giron , Sam Higgins , Fiona Mark , David Morrison , Michael Belden


Automation can revolutionize IT work, but it is important to make effective choices around which parts of IT work are most suitable for automation. Technology executives should assess the viability of automating specific IT work before initiating an automation-driven transformation. Seven criteria should be considered during the decision-making process: structure of work; value and ROI; scalability and volume; cost of change; risk mitigation and compliance; feasibility and complexity of automation; and strategic alignment and long-term goals. Using this tool, technology executives can identify automation-compatible IT work, which will influence their operating model’s effectiveness and strategic goals.

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