While IT process automation has been touted as the be all and end all of workplace optimization, in reality it’s not necessarily the magical quick-fix that many in business leadership envision it to be. It’s much more complex than that. Will it ultimately lead to greater efficiency and productivity levels? Definitely. IT process automation is certainly poised to dramatically change the way we work, but it’s not as though we’re going to be turning our jobs entirely over to machines. To be truly effective, ITPA still requires a certain degree of human management.
Human input and oversight is critical for ITPA to be successful. In a perfect world, it would be great to simply plug and play, putting the software robots in place and just letting them do their thing. But that’s not what you’d do with human workers, right? Just like your employees, the intelligent bots you implement must first be told what to do. The tasks, workflows and processes they’re employed to do must be built and communicated, and that’s where humans come into play.
The good news is, with the right software solution, this is relatively straightforward (i.e. it doesn’t require any advanced coding or programming skills). Regardless, however, building and implementing a complex ITPA process still time and attention. The most important step is determining what processes can and should be automated to achieve maximum efficiency, and this cannot be done without human input. It’s also equally important that the process be tested regularly, particularly during the building and implementation process, to ensure that it’s working properly. Again, this requires human intelligence.
Those who have already been successful at adopting and leveraging IT process automation within their organization recommend establishing a dedicated team to oversee and manage the automation process. It shouldn’t be assumed or expected that IT will simply add automation to its list of other functions. Those in charge of ITPA should specifically be assigned the duties of managing and modifying workflows, allocating the appropriate number of bots to daily tasks, prioritizing work and, of course, dealing with exceptions as they arise. The latter part in particular demonstrates the important role of humans in ensuring that ITPA runs as smoothly and effectively as possible.
Furthermore, just like their human counterparts, robots will require routine performance reviews. Obviously this won’t require tact and two-way interaction, but rather its purpose is to improve the automated processes whenever and wherever possible. Once up and running, the IT process automation team will need to oversee processes at various intervals, fixing anything that goes awry and identifying areas of potential improvement. Additionally, human input is required to go through, analyze and leverage all of the data and documentation reported by the bots.
So, while the ultimate purpose of IT process automation is to streamline operations, it’s not meant to replace human workers. In fact, at least as of the time of this writing, this wouldn’t even be possible. In reality, ITPA is meant to enhance and improve the work environment for humans and only with their support, input and management can the true benefits of automation be realized.