How IT will be impacted by Intelligent Automation

This posting describes the impact that Intelligent Automation can have on your daily IT business. Let’s first start to understand why everyone is talking about it.

Why intelligent automation is becoming important

For years’ companies explore how they can reach a shorter time to market, reduce their IT spend and increase the quality of work and flexibility of their teams. They outsourced, shifted to DevOps and introduced an Agile way of working. As IT is becoming more important and business is getting complex they need to raise the bar to stay competitive. The next step is to install a platform that enables automation on their IT landscape. With such a platform, the productivity of the teams can increase, which will result in a shorter time 2 market, higher quality and lower cost.

So far IT services have been labor intensive. With the introduction of intelligent automation (IA), the delivery model and financials will change, as IA will replace and support knowledge workers and it will not be based any more on T&M only.

Real live examples how IA can be used:


  • Reduce repetitive tickets via text analysis;
  • Reduction of ticket resolution time via knowledge base;


  • Reduce the test time, test effort and increase the quality via test automation;
  • Data analytics to identify project issues;


  • Automatic validation if team size can be reduced while Service Level Agreement will still be met based on ticket analyses and project tooling;
  • Virtual agent that provides project information, alerts and recommendations to your team.

What can be supported by IA?

Services can be split into the domains business process, application- and infrastructure services:

Service domains

In this posting the focus will be on all second and third service (application- and infrastructure services).

The IA roadmap

The picture below shows the road map for intelligent automation. The first condition is that the organization has one way of working, reporting and processes are implemented with a strong governance. When the foundation is paved the first repetitive tasks can be automated via mini bots and data can be consolidated. Most organization are will be in the industrialized phase and are now preparing starting with the automation phase.

They are collecting the data project and maintenance data in a structured way. Analytics teams are educating and guiding the IT organization where and how efficiency can be achieved. The final stage is the implementation of artificial intelligence via (for example) virtual agents and voice recognition to support the employees in their work.

Intelligent Automation road map

Which functionality is important

According a recent report of the Everest Group the focus is currently on Testing (37%), Continuous improvement (25%) and coding assistance (15%), which confirms that most firms are still in the industrialization phase. Using this type of tools they expect to reduce the development time.

It is important that the platform they will use to support their work will not be only ready for testing, continuous improvement and coding assistance, but also future proof and be able to facilitate also analytics, machine learning and automation of complex tasks.

Future ready

In June, the Everest group published an assessment report with detailed profiles of 12 IT providers. They created an index based on scale, vision & strategy, technology capabilities, investments, engagement model, integration & implementation capabilities and resultant market success in the context of a given services function. This all resulted in the following diagram.

Everest group Automation Matrix

According to the Everest group the leaders in IT applications Automation are Accenture, IBM and Wipro. Accenture as #1 as it defeats IBM and Wipro on vision, investment, integration & implementation and commercial model.

Comparison Accenture, IBM and Wipro on their automation tool

The full report can be purchased via Everest Group
 A summary of the report can be downloaded for free.

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