Automation remains at the heart of many current digital transformation programs. However, most automation initiatives are business-focused, concentrated on improving customer experiences, order management, sales, marketing, finance and supply-chain operations. Digital transformation has increased the burden on IT teams, forcing enterprises to realize that IT process automation is equally important. IT skills and resources have become stressed and in short supply. Many organizations were plagued with excessive manual and repetitive IT tasks that diminished productivity. Unacceptable backlogs ensued. Moreover, the IT tools used to manage IT infrastructure, services, providers and workloads are often isolated, disconnected and lack orchestration when they need to work together to solve problems or respond to new opportunities.
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