Digitized Operation

Automating operational processes make organizations cost-efficient and agile. Agility is an essential characteristic for an organization due to increasing uncertainty, changing competitive landscape and changing business environment that obligates organizations to act faster.

Customer Centric Process Automation

Reimagine operational process by convergence of SMAC Stack that ensure operation process with the focus towards customer centricity. Data driven approach to reveal insight and intelligence and find new ways to extract value from data. Automate operational processes thereby transform organizations into cost-efficient and governance oriented structures.

Agile Operation

Agility as characteristic to the broader surrounding processes and response towards changing competitive landscape.

Gold

Silver

Bronze

Merit

Vision

Automated Digital Enterprise

Digital Enterprise

Functional Enterprise

Sustenance Enterprise

Extent of Automation

All Processes automated across Enterprise

Multiple tools used for automating respective applications. However, no single solution for the enterprise

Islands of Automation. Some applications are automated

All processes are manual

Operational Efficiency & Productivity Gains

Large Efficiency gains as L3 can be re-deployed for value added Business Activities-Automation brings a definite impact to toplines and bottom lines

Moderate gains - Specific L3 resources still used for day-to-day tasks. Automation Impacts bottom lines more than increase of Toplines

Low Gains - L3 resources are randomly called in for supporting operations. Gains are not very measurable

Ad hoc - As all people perform all activities

Risk Assessment & Management

Institutionalized Risk management practices driven by automated assessment and remediation practices

Proactive Management for certain applications Reactive for others

Reactive Management based on individual assessment

Manual Practices of assessment and remediation

Ownership

Ability of Business owners to manage and monitor their own operations

Some Business owners manage applications on their own. For the rest raise tickets to operations teams

Business owners need to reach out to the IT teams generally for updates through ticketing mechanisms

IT Teams own everything with no ownership to Business teams

Application Integrations and Adoption of Open API Framework

API based; Control Module methodology that has adapters inbuilt for integrating applications across the organization

Some applications use API's. The rest are based on scripting

Scripted Integration - Use of random scripts for integration

Manual and ad hoc methods

Integrate Business processes into Continuous Delivery of Applications

Business processes are integrated within the continuous delivery of applications

Specific Business Processes are integrated within continuous deliver of applications

Business processes are integrated post application delivery

Not present

Error Remediation

Automated error remediations for known errors and continuous expansion of KEDB automating remediation every time a new error is discovered

Known Errors are managed, but no continuous updates to make it a fully autonomous system

Tickets are raised for errors

War room scenarios for every error that is generated

Assessment Criteria - Customer Centric Process Automation

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