Capgemini-提升您的业务：释放企业自动化的潜力（英）-2023

ELE

VATE

YOUR

BUSINESS:UNLOCK

THE

POTENTIAL

OFENTERPRISE

AUTOM

ATION!A

pricing

mismatchbetween

shelfand

cash

registerinretail

shops,

a

belated

delivery

of

replacementassets

for

anelectricity

maintenance

crew:

whatis

commonwith

those

issues?Both

will

impact

thesatisfaction

of

end

customers

and

the

revenues

ofthe

company,

and

both

requireseamless

executionof

business

processes,

underlined

byIT

operations,from

infrastructuretoapplications.Enterprise

Automation

Fabric

is

aninsights-driven,purpose-built,

plug-and-play

system

to

unlocka

seamless

digital

IT-management

ecosystem.

Itenables

effective

infrastructure

&

applicationsservices,

and

business

operations

delivery

to

providedata-insights-driven

automation

atits

full

potentialforbusinessesto

reap

maximum

valueacross

theentireoperation,

and

atscale.So

how

can

organizations

facethe

challengesto

optimizeprocesses,

reduceoperationalcosts,

enhanceIT

service

delivery,

andgain

acomprehensive

360-degree

view

of

their

customer’sapplications

and

infrastructure

services?Based

on

state-of-the-art

technology,

it

facilitatesthe

capture

of

events

producedbythe

operationalsystem

and

synthesizes

it

intobusiness-relevantinsights,

by

generating

anintuitive

viewto

providereal-time

health

of

the

client’s

business

operations.Additionally,diverse

technological

capabilitiesareweaved

in

to

enable

standardizedand

effectiveservice

managementandgovernance

resultingin

anenhanced

end-user

experience.By

harnessing

cutting-edge

technologies

andintelligent

systems,

automation

hasthe

power

torevolutionizetraditional

IT

operations

and

unlocksubstantial

savingsto

deliverenhanced

businessvalue.Finally,Enterprise

Automation

Fabric

helpsbusinessesto

move

from

operations-focused,limitedvalue,isolated

deployment

of

automationto

anenterprise-wide,

automation-first

approach.It

meansthat

ourclients

can

now

acceleratetheirautomation

journey

and

unlockbusinessvalueacrossbusiness

and

IT

operations.In

this

study,

Everest

Group

exploreshow

totacklethese

challengesand

realizebusinessvalue

bydriving

enterprise

automation

adoption.

On

theautomation

adoptionjourney,

you

can

transformdata

into

valuableinsights

todrive

operationalimprovements

and

achieve

business

objectivesthrough

effective

analysis

and

intelligence.

Keycharacteristics

outlined

by

Everest

Group

are

tointegrateinterrelated

KPIs

and

providecentralizedcontrol,

ensuringscalability

and

costoptimizationwhilepromoting

sustainability.Whatever

yourautomation

maturity

level,

ourflexible

platform

will

seamlessly

integratewithyourtechnology

stack.

We

will

tailor

the

perfectautomation

solution

by

enabling

just

the

requiredmodulesfor

your

context.AtCapgemini,we

believea

successful

automationjourneyisthe

one

that

helpsimprovebusinessoutcomesfor

ourcustomers.

To

achieve

this

goalconsistently

we

makeuse

of

ourtried

and

testedmethodologiescoupledwith

our

EnterpriseGet

started

on

yourautomation

journey

withCapgemini’s

Enterprise

Automation

Fabric

Today!Automation

Fabric.The

fabric,

powered

byArtificialIntelligence,facilitates

anend

to

end

zero

touchautomation

system

across

the

customer’slandscape.EmergenceofEnterprise

AutomationTheNextFrontier

for

Realizing

SuperiorBusiness

ValueThisdocument

hasbeenlicensed

toCapgeminiVaibhav

Bansal,

Vice

PresidentAlisha

Mittal,Vice

PresidentAnish

Nath,

Practice

DirectorMohammed

Riyaz,

Senior

AnalystCopyright

©2023,

Everest

Global,

Inc.

Allrightsreserved.ContentsIntroduction0304Keychallenges

that

enterprises

faceinthe

current

automation

scenarioKeydrivers

ofenterprise

automationadoption0506Characteristics

ofan

enterpriseautomation

solutionApproach

toenterprise

automation

adoption

07Conclusion09

|licensed

to

Capgemini3IntroductionOverthe

past

decade,

automation

hasplayedasignificant

roleintransforming

businessprocessesandoperations.

What

beganasarule-or

script-based

automation

inits

earlydayshasevolvedintoacomprehensiveecosystem

of

ArtificialIntelligence(AI)-based

automation

technologies.Thesetechnologiesarecapableof

handlingboth

simpletransactions

andcomplexprocesses

that

requiredecision-makingandjudgment.Initially,the

adoptionof

automation

aimedto

reducecosts

andimproveprocess

efficiency.However,automation

isnowmorefocused

ongenerating

businessvalueandhelpingorganizationsbecomelean,resilient,

andagileinresponse

to

evolving

customer

expectations,growingcompetition,

andincreasingadministrativecosts.

Asaresult,

automation

isbeingappliedto

awiderangeof

processes,

includingboth

businessandITdomains.

Thishasledto

theemergenceof

twoprimaryforms

of

automation

–businessprocess

automation

andITautomation.Businessprocess

automation

involvesutilizingtechnologiessuchas

RoboticProcessAutomation(RPA),Intelligent

DocumentProcessing(IDP),

process

mining,task

mining,andconversationalAIto

automate

repetitive

androutine

tasks

inbusinessprocesses.

Thisapproachcanbeimplementedinvariousareassuch

asfinance,

HR,procurement,

customer

service,

andindustry-specificprocesses.

Onthe

other

hand,

ITautomation

utilizestools

andtechnologiessuch

asintegrationplatforms,

low-code/no-codetools,

scripts,

andworkflowautomation

to

streamlineandautomaterepetitiveIT

tasks,

includingprovisioning,configuration,

deployment,monitoring,

andmaintenance.Currently,enterprises

relymainlyonsiloedIT

orbusinessprocess

automation,

whichhasprovidedsomebenefits.

However,it

often

hindersthe

fullpotentialof

automation.

Therefore,

anewapproachcalledenterprise

automationhasemerged,

whichintegrates

bothbusinessprocess

andITautomation.

Thisapproach

isprimarilyfocused

onrealizingvalueandtypicallydrivenfrom

thetop

down,withC-suite(CXO)-level

sponsorshipanddecision-making.Its

scopespans

the

entireorganizationandincludesbusinessprocesses,

applications,andinfrastructure.In

thispaper,

wediscuss

the:

Keychallengesthat

enterprises

face

inthe

current

automation

scenario

Keydriversof

enterprise

automationadoption

Characteristics

of

anenterprise

automationsolution

Approachtoenterprise

automation

adoption

|licensed

to

Capgemini4EMERGENCEOFENTERPRISEAUTOMATIONKeychallenges

thatenterprisesfaceinthecurrentautomationscenarioInthissection,welookatsomeofthemajor

challenges

thatenterprises

arefacingintheirsiloed

automation

initiatives,

which

areresulting

insub-optimal

orunintended

outcomessuchasincreased

operational

costs,

reduced

savings,and

unoptimized

FullTimeEmployee

(FTE)

capacity.Narrow

vision

for

automationManyenterprises

focusoncomponent

optimization,

which

covers

aspecificpartorprocess

oftheentirevalue

chain,

ratherthantakingaholistic

approach

toautomation

thatisfocusedonachieving

shared

business

outcomes.Asaresult,automation

initiatives

aretargeted

toward

theimprovement

ofindividual

IT-

orbusiness-focused

KeyPerformanceIndicators(KPIs),

ratherthanoverall

business

goals.In

the

caseofsiloedautomation

initiatives,the

TCOishigher

dueto

the

needfor

separateinvestmentsintechnology,

support,

andupgradesystemsOrganizationalsiloesTypically,

enterprises

operate

under

afederated

structurewhere

business

unitsordepartments

have

isolated

sales

channels

andcostcentersthatrunindependently,resulting

inlimitedsynchronization

among

teams.Thissiloed

structureofteninfluencesdecision-making

andbuying

patterns,resulting

intheconfinement

toalimitedautomationscope.In

addition,

organizational

siloes

resultinalackofterminal

responsibility

oraccountability

forinitiatives,suchaschange

management,

and

end

outcomes.Thiscanlead

toinefficiencies

and

aninability

torealize

thefullpotential

ofautomation

initiatives.Lack

of

value-based

thinkingManyenterprises

lackfundamental

elements

suchasastrategicinvestmentroadmaporavalue

measurement

framework

toidentifyand

trackbusiness-aligned

outcomesonaholisticand

ongoing

basis.Inaddition,

limitedorganizational

maturitytoadopt

andsustainaValue

StreamManagement

(VSM)-centricthinking,

which

isaprocess-drivenapproach

tomanaging

theflowofworkand

value

inanenterprise,

hinders

enterprises’ability

tomaximizeoutcomes.Higher

Total

Cost

of

Ownership(TCO)TheTCOforanautomation

initiative

encompasses

allcosts

associatedwithacquiring,

implementing,

operating,

andmaintaining

theautomationtechnologies

throughout

theirlifespan.

In

thecaseofsiloed

automationinitiatives,

theTCOishigher

duetotheneed

forseparate

investmentsintechnology,

support,and

upgrade

systems.

Thiscanlead

to

increasedoperational

costs

and

reduced

savings,limiting

thepotential

formaximizingbusiness

outcomes.

|licensed

to

Capgemini5EMERGENCEOFENTERPRISEAUTOMATIONKeydriversofenterprise

automationadoptionEnterprises

are

increasingly

adopting

enterprise

automation,

aholistic

approach

thatcombines

business

processand

IT

automation,

to

address

challenges

andachieve

betteroutcomes.Several

factorsaredriving

thisadoption,

shaping

thenatureofautomationdemand

and

paving

theway

forenterprise

automation.mounaParrEvolving

customer

Need

for

clear

ReturnEnterprises’Providerexpectationson

Investment

(RoI)internal

changesconsolidationand

value

realizationEvolvingcustomer

expectationsIntoday’s

digital-first

world,

customersexpectsuperior

experiences

fromenterprises.Tooffersuchexperiences

andmaintain

lean,

relevant,

andresilient

operations,enterprises

mustensure

quick

incident

resolution

and

minimizeoperational

costs.Integrated

automation

approach

enables

enterprises

to

reduce

thetimerequired

toexecute

newrequests

and

enhance

performance,

thereby

ensuring

high-quality

delivery.Moreover,

theincreasing

adoption

ofAI,

including

inhigher-order

decision-making,isfurtherdriving

theadoption

ofenterprise

automation.Need

for

clear

Return

on

Investment

(RoI)

and

value

realizationAmidongoing

economic

uncertainty

and

changing

regulatory

norms,enterprises

aretakingmeaningful

stepstoward

cost

optimization

and

sustainability.

Withenterprisetransformation

budgets

under

scrutiny,several

enterprises

areprioritizing

theneed

toderive

maximum

value

fromtheirautomation

initiatives.

Enterprise

automation

providesvalue

byofferingend-to-end

visibility

andsolidifying

impactanalysis

acrossIT

systemsand

business

processes,delivering

aneffectivesolution

forcostoptimization

andsustainability.Enterprises’

internal

changesSeveral

enterprises

are

undergoing

internal

structuralchanges

suchastheformulationofcommonautomation

Centers

ofExcellence

(CoEs)forIT

and

business

processes,anincreasing

proportion

ofCXOsleading

enterprise-level

automation

decisions,

and

thegrowing

popularity

and

influence

ofroles

suchasdataofficers,innovation

heads,

andcustomerexperience

heads.

Thesechanges

aredriving

ashared

business

outcome-orvalue-centric

thinking,

paving

theway

foranenterprise

automation

solution.Provider

consolidationTobettermanage

theirrelationships

and

reduce

costsoreffort,

manyenterprisesarelooking

toconsolidate

theirprovider/vendor

portfolio.

Additionally,

enterprises

aredemanding

out-of-the-box

capabilities

and

shortertransformationtimelines,

which

canbefulfilled

byaplatform-based

approach.

Enterprise

automation

plays

avitalrole

inthisapproach.

|licensed

to

Capgemini6EMERGENCEOFENTERPRISEAUTOMATIONCharacteristicsofanenterprise

automationsolutionSofar,wehave

discussedenterprises’

challenges

inthecurrentscenario,

along

withthefactorsdriving

enterprise

automation

adoption.

Inthissection,wewill

outline

someofthekeycharacteristicsofanenterprise

automation

solution.Interrelated

KPIsInterrelated

business

and

IT

KPIs

provide

asnapshot

ofthestatusoftheentire

processorsystemand

canhelp

enterprises

understand

how

well

theyareachieving

theiroverallbusiness

outcomes.Forexample,

inabank,thenumber

ofmortgages

approved(business

outcome)canbeimproved

byminimizing

theapproval

duration

(business

KPI),which

isdependent

ontheinfrastructurehealth

(ITKPI).

Enterprise

automation

solutionsmonitorand

display

theseinterrelated

KPIs

to

help

enterprises

gain

adeeperunderstanding

oftheirautomation

orprocessperformance.

Byidentifying

areas

forimprovement

andmaking

data-driven

decisions,

enterprises

candrive

betteroutcomes.Integrated

analyticsAnenterprise

automation

solution

offerscomprehensive

visibility

intotheoperationalspecificsofdistributed

business

andIT

processes.It

cananalyze

and

solveissuesthatspanbothbusiness

and

IT

domains.

Moreover,

ithelps

analyze

historical

dataandidentifypatternsthatcanbeusedtopredict

futureevents.Byleveraging

thisanalytical

capability,enterprises

canmakeinformed

decisions,

allocate

resources

moreeffectively,andimprove

outcomes.Centralized

controlInenterprise

automation,

centralized

controlreferstothemanagement

ofautomationprocesses

fromasingle/central

location.

Thisapproach

provides

enterprises

withgreatervisibility

and

controlovertheirautomation

processes,along

withtightersecurityandimproved

collaboration.

Asaresult,centralized

controlenables

enterprises

to

manageand

monitortheiroperations

moreeffectively.ScalabilityInenterprise

automation,

scalability

referstotheability

toaccommodate

increaseddemand,

processing

power,

ordatavolume

without

disrupting

thefunctionality

oftheautomation

system.

Scalability

isacriticalaspectofenterprise

automation

because

itenables

enterprises

toaccommodate

growth

and

maintain

theperformance

and

reliabilityoftheirautomation

systemsovertime.Autonomous

systemAnenterprise

automation

solution

cananalyze

and

identifysystem-

orprocess-relatedissues.Basedonthecomplexity

oftheissuesand

presetthreshold,

itcanrecommendactionstousersortrigger

actionsonitsown.

Theability

to

automatically

takeactionsgives

itthecharacteristic

ofbeing

anautonomous

orself-healing

system.Thecharacteristicsofanenterprise

automation

solution

help

minimizefriction,reducebottlenecks,and

increase

efficiency,resulting

inanimproved

overall

userexperience.Thisleads

toafrictionlessenterprise,

where

employees,

customers,andpartners

canaccomplish

tasks

easily,

increase

productivity,

and

drive

growth.

|licensed

to

Capgemini7EMERGENCEOFENTERPRISEAUTOMATIONApproachtoenterpriseautomation

adoptionAsorganizations

embark

ontheirenterprise

automation

adoption

journeys,

theyshould

followasystematicapproach

thatenables

themtorealize

maximum

benefits.Enterprises

mustexecutetheirplan

inastructuredmanner,

making

coursecorrections

asneeded.

Theyshould

identifypotentialchallenges

andleverage

best-practiceframeworks

and

toolstoensure

successfulexecution.

Exhibit

1outlines

thestepsthatenterprises

should

consider

when

embarking

onenterprise

automation

journeys.EXHIBIT

1Keystepsinenterprises’

automation

journeysSource:EverestGroup(2023)Plan

and

initiatetraining

and

talent7Implement

apilot

/initialproductionforprioritized

processes,

andcommunicate

success

metrics8Plan

and

initiate

ongoingchange

management

andcommunication

activitiesdevelopment69Expandexecution

andoperations

after

initialsuccess

and

continuouslymonitor

and

report

KPIsExecutionend

pointSecuremanagementbuy-in/support

for

enterpriseautomation

initiatives1Select

appropriate

platformand

provider(s)

based

onrequired

capabilities5411

FosteracultureExecutionstartpointof

continuousimprovement

andinnovation

toensure

ongoingvalue

realizationCollaboratewithrelevant

business

andITstakeholders

forexecution2Develop

a

framework

forcontinuous

use

case

prioritizationand

pipeline

development10Createongoing

training,

changemanagement,

and

communicationactivities

viachannels

such

asnewsletters

and

online

portals3Evaluateexisting

organizationaland/or

CoE

structure;

ifneeded,

buildanew

CoE

forenterprise

automationormodify

the

existing

CoE

|licensed

to

Capgemini8EMERGENCEOFENTERPRISEAUTOMATIONBelow

wediscusstheessential

stepsinenterprise

automation

adoption

journey:Secure

executive

buy-in

and

fundingTosuccessfullyadopt

enterprise

automation,

itisessentialtosecureexecutive

buy-inand

sponsorship

fromboththebusiness

and

IT

teams.Advocates

ofenterpriseautomation

should

backtheirclaimswithsolidnumbers

andconvincing

metricstotrackthem.Thiswillhelp

theexecutives

understand

thepotential

benefitsofenterpriseautomation

anditsimpactontheorganization.

Moreover,

itisimportant

to

ensure

thattheorganization’s

structureisconducive

totheadoption

ofenterprise

automation.

Tothisend,enterprises

should

consider

bringing

together

theChief

Informationofficer(CIO)/

ChiefOperating

Officer

(COO)siloes

to

build

aunified

automation

strategyfortheexecution

ofenterprise

automation.

Thiswill

eliminate

organizational

silosandbroaden

thevision

forautomation.Set

up

a

common

CoESettingupacommonordedicated

CoEisakeystepinensuring

successful

adoptionofenterprise

automation

throughout

theorganization.

Acommon

CoE

provides

astrongcentralized

structureand

governance

forsharing

skills,resources,assets,

and

bestpractices.It

ensures

thattheorganization

learns

onceand

shares

itsknowledge

andskillsmultiple

times.Organizations

should

setupacommon

CoE

atthestartoftheirenterpriseautomation

journey.

Below

arethekeyservices

provided

byacommon

CoEforenterpriseautomation:

Governance:

align

withbothbusiness

and

IT

leadership

regarding

objectives

andpriorities;

develop

aroadmap

foradoption

andgrowth

ofenterprise

automation;

monitorand

report

progress

totheexecutive

sponsors

to

ensure

coursecorrection

based

onfeedback

and

learnings

along

theway

Change

management:

employ

achange

management

program,

including

training,awareness,

and

education,

togetthemostoutoftheinvestmentsmade;

evangelizeenterprise

automation

and

empower

automation

teamsand

end-users

toadopt

insightsderived

fromdifferentcapabilities

fordaily

use;createacultureofcontinuousimprovement

andpromote

theadoption

ofbestpracticesCreate

a

healthy

transformation

pipelineMaintaining

ahealthy

transformation

pipeline

isessential

toensure

successfulenterpriseautomation

adoption.

Organizations

mustcarefully

identifyusecasesforenterpriseautomation

thatofferthegreatestpotential

forsuccess.

Thepotential

forenterpriseautomation

isrelatively

higher

inmatureverticals/horizontals

orinthoseprocesseswhere

business

andIT

teamsarealready

working

togetherclosely.

Additionally,processes

where

someformofautomation

has

already

been

applied

canalsobegood

candidates

forenterprise

automation

due

toprocessimprovement,

standardization,reengineering,

and

change

management

already

applied.After

identifying

theautomation/transformation

opportunities,

theorganization

shouldprioritize

thembyevaluating

theassociated

RoI.While

doing

so,itisimportant

tolookbeyond

costsavings

forenterprise

automation

and

factorinassociatedoperational

(forexample,

quality,

speed,

andefficiency)andstrategic(forexample,

customer/stakeholderexperience

and

top-line

growth)

benefits.Organizations

canleverage

process

intelligence

|licensed

to

Capgemini9EMERGENCEOFENTERPRISEAUTOMATIONsolutions,

suchasprocessmining

and

task

mining,

toidentifyopportunities,

performwhat-if

simulations,

andanalyze

theimpactoftransformation

levers

ontargetbusinessKPIs.

This,inturn,will

help

prioritize

enterprises’

transformation

usecases.Choose

an

appropriate

automation

providerAnenterprise

automation

provider

offersnotonly

technology

solutions

butalsobusiness,domain,

and

processexpertise.

It

canalsoassistduring

theidentification

ofusecasesforautomation,

processreengineering,

process

standardization,

etc.

However,

organizationshave

theoption

tochoosedifferent

orthesameprovider

fortheenterprise

automationplatformand

services

based

ontheirspecificrequirements,

theprovider’s

capabilities,and

prior

experience.Servicepartners

canalsoassistduring

challenges

inareas

suchaschange

management,CoE

setup,governance,

business

caserealization,

andscaling

up.Whileconsideringaprovider,

factorssuchasexisting

relationships,

theprovider’s

automation

capabilities,and

experience

inautomating

theprocess/usecasesareessential.Additionally,organizations

should

alsolook

attheprovider’s

technology

capability

tobring

IT

andbusiness

automation

together

intheformofpackaged/verticalized

solutions

forquickerimplementation

and

RoI.ConclusionCurrently,

manyenterprises

arepursuing

automation

through

eithersiloed

businessprocess

orIT

automation

approaches.

Although

opportunities

forthesesiloed

approacheswill

continue

toexistinthenear

tomid-term,thelandscape

isgradually

shifting.Evolvingorganizational

needs

and

constructs,

increasing

emphasis

onvalue

realization

andresilience,

andagrowing

need

forprovider

consolidation

aredriving

enterprises

toadopt

aholistic

approach

toautomation.

Thisapproach

isexpected

toprovide

scalability,integrated

analytics

using

interrelated

business

and

IT

KPIs,

and

centralized

controlover

automations.

Torealize

maximum

benefits,enterprises

should

adopt

astructured,programmatic

approach

thatincludes

securing

executive

buy-in,

creatingahealthytransformation

pipeline,

and

selectingtheappropriate

automation

provider.

Adoptingenterprise

automation

notonlyhas

thepotential

tounlock

superior

value

butcanalsolead

toasignificant

competitiveadvantage.

|licensed

to

CapgeminiNOTICE

ANDDISCLAIMERSIMPORTANTINFORMATION.

PLEASEREVIEWTHISNOTICE

CAREFULLYANDINITS

ENTIRETY.THROUGHYOURACCESS,YOUAGREETOEVERESTGROUP’STERMS

OFUSE.EverestGroupisaleading

research

firmhelpingbusiness

leaders

makeconfident

decisions.

Weguide

clientsthrough

today’s

marketchallengesand

strengthen

theirstrategies

byapplyingcontextualized

problem-solving

totheiruniquesituations.Thisdrives

maximized

operationaland

financial

performance

andtransformativeexperiences.

Ourdeep

expertise

and

tenaciousresearch

focusedontechnology,

businessprocesses,and

engineering

through

thelensesoftalent,sustainability,

and

sourcing

deliversprecise

andaction-oriented

guidance.

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