Features, Insight, Opinion

Hyperautomation and IT Operations – Its Importance and Key Benefits

The term Hyperautomation first made an appearance in October 2019, as one of Gartner’s top 10 strategic technology trends for 2020. As the dependency on technology and automation tools increases, so is the need to cope up with the ever-evolving tech landscape and stay abreast with the latest in the space. A step ahead of automation, Hyperautomation is a potential growth opportunity for enterprises seeking to keep pace with the dynamic market and get a competitive edge. Many tech leaders are hailing it as the future of work, and to a business, it’s not just a potential opportunity, rather an unavoidable change.

Saumen Ghosh, Sr. Presales Consultant, Intertec Systems.

What is Hyperautomation?

Hyperautomation refers to the utilisation of an ecosystem of advanced technologies such as artificial intelligence (AI), robotic process automation (RPA), among others to augment the utilisation of human knowledge by automating tasks and processes. In simple words, Hyperautomation takes a combination of technologically advanced tools and merges them to transform and automate work. It often augments human skills and can co-exist with human resources to perform complex set of processes.

Hyperautomation overcomes some constraints of systems that rely on a single automation tool by leveraging various automation technologies. This enables businesses to go beyond specific procedures and automate practically any time-consuming and scalable operation.

Key Benefits of Hyperautomation

  1. Integrates Variety of Tools and Platforms

With RPA, we can automate a set of redundant, repetitive tasks that make work easier, but with Hyperautomation we can do much more. Hyperautomation assembles many components, tools and technologies to amplify the extent of automation one can apply to one’s enterprise, allowing to get more work done.

  1. Automated Processes

Hyperautomation adds a greater extent of intelligence to RPA, enabling you to automate a large number of processes and minimise manual effort. This means that workforce is freed to take up more critical, innovative work, leaving the rest to the combined prowess of Hyperautomation. Thus, any repetitive mundane tasks are automated through Hyperautomation, while Human Workforce is free to focus on improvements.

  1. Improved Productivity

With Hyperautomation, 3 major benefits come into play: with no time lost, parallel tasks happening, the efficiency of any task execution enhances; the task quality becomes better with zero supervision and tasks don’t have to wait for specific skill or credential requirements anymore. Hyperautomation eliminates bottlenecks across the chain of operations, optimises processes, and weeds out time-consuming manual tasks, ensuring the workforce is more productive, driven, and motivated to take on work with a more positive and innovative approach.

  1. Fosters Team Collaboration

Hyperautomation connects everything. It involves everyone as part of a transformed workflow, connecting data, processes, Visual User Interfaces and operations. The combination of RPA, intelligent tools, software robots interacts with users across all processes, making it easier for users at every level to collaborate.

  1. Increases Business Agility

Business agility implies the feasibility with which your business can grow and change as per the need. With Hyperautomation, you can ensure limitless scalability for your enterprise. Layered together or working interdependently, intelligent automation tools make it easier for businesses to quickly adapt to the changing dynamics, uncover new opportunities, and evolve as required. 

Hyperautomation and IT Operations

Since in IT Operations most of the standard tasks are repetitive, Hyperautomation becomes ideal solution for such cases like Request Management. Request Management in IT may involve multiple Technologies, multiple Business Applications, multiple authentication system, multiple GUI interfaces and may involve various workflows. It may at times involve human intervention. All those automations are easily achievable through Hyperautomation.

Reduces Request Fulfilment Time

Traditional manual Service Request Fulfilment through Service Desk Agents may take days or hours as per criticality and complexity involved, whereas through Hyperautomation requests are fulfilled within minutes.

Technical Skills not Required

Speed of execution of Technical Service Request fulfilment in a traditional system is dependent on the availability of the skilled and trained technical resources; For example, Creation of VM’s, provision of certain services or changing of certain configurations, or provision of certain roles or rights are all Technical Service Requests, which are traditionally done by the skilled resources only. With Hyperautomation, the operation team doesn’t have to bother anymore about that skill presence all the time.

Sharing of Credentials not Required

Execution of certain Technical Service Requests inadvertently requires some credentials which are restricted by policy. For an operation management, such credential sharing with resources is always under strict monitoring and control. In a Hyper automated environment, such credentials are mostly encrypted and resident to the system, rather than being available to resources. This eliminates the additional monitoring and control for credential management.

Supervision layer not Required

Since the executions are through trained bots and workflows, once the use case is validated, there is no error possibility in the operations. Hence the operations team doesn’t require Supervisors for such tasks and that reduces governance cost for operations.

24×7 Available

For most of the IT operations teams, 24×7 service provision is major cost, as today such services are resource availability based. Once, the operations are Hyperautomation based and bots are deployed for automated Request Fulfilment, the services are always on. 24×7 service doesn’t cost additional money for the operations team.

Abrupt spikes in Service Demand well handled

Resource based Operations teams today struggles with sudden high service demands. With prolonged high demands of service, resource alignment or resource augmentation becomes major challenge. With Hyperautomation, this can be easily managed, as each bot scales up its utilisation and additional bots may be put into work if required.

As an organisation, in Intertec, we believe that Hyperautomation is the future of Service Delivery as already indicated in many reports in Gartner since 2020. As a part of Managed Services we have already built in our capability towards this direction and have been exploring opportunities where Hyperautomation can bring significant value in IT Operations, in terms of Cost, Ease of Operation and Excellence. Our Transformation agenda in Managed Services today invariably consists of Hyperautomation roadmap apart from other Digital transformation roadmaps.

About the author:

Saumen Ghosh specialises in Managed Services Pre-Sales and Solution designing with an overall Managed Services Experience of more than 15 years. Presently he is leading Managed Services Pre-Sales function for Intertec and has profound experience of both Managed Services Design & Delivery with domain expertise in ITIL Processes, Tools and Automation.

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