So expecting a static, fragile technology like RPA to keep up is a recipe for disaster. ITSM is just as susceptible to the fast-moving changes of a digital transformation as any other department.

This approach allows it to adapt to change and actually automate a process from end-to-end. It receives tasks directly from your software’s API, then by applying advanced AI, it figures out how to automate them based on its store of knowledge. In contrast, HIRO can automate up to 90% of a business process. As this Forbes’ piece explains: “If anything changes with the interface, the data, or any other aspect of the legacy app, then the RPA breaks.” And your IT staff or your third-party RPA vendor must then fix it. As a result, RPA can and does frequently break. While RPA can offer approximately 30% automation, it normally operates on the level of a Graphic User Interface, screen-scraping to input data or click through an application. And even after all these steps, it normally can only automate part of a process, not an entire process. That means, a given business process must be analyzed, possibly re-engineered to work with RPA, and then broken into small, structured steps which are then coded for the bot. Before you can automate password resets, new user account creations, or other L1 and L2 service tickets, RPA typically requires process standardization to function. It’s difficult to actually call RPA an “end-to-end” ITSM solution. It operates at the task level and not the end-to-end process level.” It doesn’t ask whether we need to do this activity at all. As one expert put it in the Harvard Business Review : “RPA does not redesign anything. RPA is better at automating a task usually in a legacy system versus revamping a business process or rethinking it overall. How to Actually Achieve End-to-End Automation In this post, we outline RPA’s major limits and show you how Knowledge Automation goes beyond each one. Yet despite these statistics, RPA’s limits have steadily come to light and it’s clear that RPA alone isn’t meeting the hype. According to a recent forecast by Gartner, RPA software revenue is projected to reach $1.89 billion in 2021, an increase of 19.5% from 2020. Go Beyond the Limits of Robotic Process Automation in ITSMįrom boardrooms to server rooms, the deafening call for Robotic Process Automation has only gotten louder around the world.

Rpa gartner hype cycle