Automation pays out, and relatively quickly too. But some of the benefits come from less obvious places.
The recent Forrester Total Economic Impact study looked at the impact — costs and benefits — of automation in the world of application management, based on in-depth interviews with IBM clients. For many organizations, the catalyst for considering automation is a cost reduction target. However most clients quickly discover that the benefits of automation go much further than just reducing operating cost.
No doubt, straightforward cost reduction is a benefit. AI and cognitive technologies, as well as preventative maintenance, can reduce the need for human intervention in routine tasks. For IBM clients, automation led to a 70 percent reduction in ticket desk volumes* which can have an immediate impact on the bottom line.
It must be noted that additional impacts were just as important…