An enterprise’s IT operations—the back-office function orchestrating mission critical operations that determine the efficient functioning of an enterprise—is often ignored as a key business value driver. While changing consumer behaviours and expectations are causing organisations to rapidly adopt new technologies to enhance customer-facing functions, the digitisation wave has been slow to hit the back office. Enterprise IT continues to operate on legacy systems and traditional technology. Such systems, which are reactive rather than dynamic, are susceptible to human errors and unable to scale, thus causing the back office to stagnate as a burdensome cost centre.
To remain at the top of their game and experience true digital transformation, it is vital for organisations to completely rethink their enterprise IT operations—by reinventing their operations architecture to transform back-office IT into a real and additional value provider.
For the enterprise IT function to take on the role of a consistent value provider, organisations will have to rethink along the lines of intelligent automation platforms. Most enterprises already have some degree of automation as part of their back-office support system. However, the advent of disruptive technologies and artificial intelligence (AI) has made it possible for enterprises to take the next evolutionary step—intelligent automation. Gartner estimates that through 2021, the majority of service providers will use intelligent automation service techniques, thus lowering the cost of commodity services by 15% to 25% annually.1
A transformative platform which combines automation and AI, intelligent automation platforms are systems that can learn, leveraging augmented ability to mimic human intelligence. For instance, with an intelligent automation platform you get more than automated L1 and L2 tech support routing tickets to the appropriate resolver groups. It involves reading the content of the ticket description and using AI and natural language processing (NLP) knowledge base data to make a decision on the resolver group. The near elimination of L1 support and the marked reduction of L2 support translate into improvement of mean time to repair (MTTR) rates—significantly bringing down the cost of services.
Organisations are increasingly migrating to cloud based environments. The 2018 State of the Cloud Report states that 96% of respondents have adopted cloud environments, with 81% of enterprises adopting a multi-cloud approach using multiple public clouds or multiple private clouds.2 Apart from the incredible ability to scale, cloud environments offer the security and performance demanded by today’s enterprise application workloads.
An intelligent enterprise solution that natively supports multi-cloud and hybrid cloud environments will maximise asset utilisation and dramatically improve IT agility. A cloud-ready platform will provide standard connectivity and built-in integration of infrastructure management and tools, accelerating the automation of processes.
For enterprise IT to function as a strategic asset bringing quantifiable value to the organisation, it is vital to rethink along the lines of a future-ready improvisation of processes—one that will create value from Industry 4.0 technologies like cloud, automation and AI. PwC’s 20th CEO Survey reports that 52% of CEOs are exploring the benefits of human and machine collaboration in order to future-ready their enterprise.3 This calls for an integrated business technology approach.
An intelligent automation platform for enterprise IT, which combines AI with automation, equips today’s organisations with a future model of business efficiency. Unlike traditional automation solutions which integrate the flow of information across applications, AI’s capacity for self-learning automates tasks which require adaptability and agility. Intelligent automation solutions leveraging structured data interaction, robotic process automation, machine learning, NLP, chatbots and AI decision systems empower organisations with a future model of business efficiencies.
It’s time for enterprise IT processes to start demonstrating value, and the key to achieving this is to deploy intelligent automation at the heart of back-office functions.
Director, Digital Services, PwC India
Tel: +91 80 4079 4008