The ripple effect of this is set to go beyond IT teams and impact entire businesses: nearly half of the organizations surveyed by KPMG expect to change their product or service offering, or business model in a fundamental way in the next three years to ride the wave of digital transformation.
Before digital transformation took hold, employees were forced to carry out repetitive, low-value tasks and, while the introduction of new technologies have helped eliminate or reduce these activities, there are still a myriad of monotonous processes every day and a reluctance to “trim the fat”.
Service desks are flooded with requests and must cope with a wide array of customer demands and expectations, driven by increasingly digital needs; they are also left to navigate an extremely diverse IT environment, with a multitude of technologies in play and changing processes.
Finally, the very complexity and scale of today’s IT operations can mean the staff is stuck in a never-ending humdrum of reactive, stressful tasks – leaving no time for proactive management, training, or upskilling.
If machines automate simple jobs, people are free to explore how technology can drive the business forward and take proactive steps towards innovation, rather than simply trying to stay afloat.
Automation can also shelter organizations from security risks: if IT processes don’t run smoothly enough to allow staff to do their job, they’ll seek ways to dodge these obstacles by sidestepping approved procedures and expose the business to security risks.
Simply automating small tasks can make life easier for the IT team.
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