Where Automation rocks and where automation is not so hot.
This article is letter (I) of our “Automation Brand" series where we write an article for each letter of the phrase. “Automation Brand" finds all the ways automation benefits marketing. Find links to more articles in the series below.
We live in a digital world. And Information Technology happily skips along.
Information Technology (IT) was coined in a 1958 Harvard Business Review article where Harold J. Leavitt and Thomas L. Whistler commented “the new technology does not yet have a single established name. We shall call it information technology (IT).”
These days IT has evolved to be automated, giving us...IT automation:
“IT automation is a large category, and can cover anything from the simple automatic routing of forms or PDF files to intended recipients, to something more complex such as the automated provisioning of backup and recovery systems. But an IT automation system is not to be confused with an intelligent system. They can make errors, and they’re not insightful enough to know when they do.”
Where IT Automation Rocks
IT automation may not be intelligent but when it's good, it's really good.
User system signoffs and logging. Yes, something so taken for granted as your phone, computer, or application automatically logging off is IT automation. Simple. But a huge win for stopping security breaches and conserving energy.
Storage management. All those memes and cat videos need to be stored somewhere. Automating storage management means the right data gets stored on the right device that optimizes data retrieval. Really does not sound fun to do manually.
Distribution of new operating system patches and enhancements. System updates used to be done manually. Now, updates are automatically installed or when the user gives permission to install it.
Think Twice Before Automating
Automation works really well for rote, repetitive tasks that humans would feel brain-dead doing for hours on end. For these following services, it’s better left for people to do.
Customer service. Quality customer service relies on empathy, social skills, and being personable. Last we checked, IT automation was not the first thing to come to anyone’s mind when those three skills were brought up.
Systems and business analysis. Automation technologies can’t replace the active listening, collaborative engagement, and creativity needed to plan business objectives.
The final decision. Decision software does exist, like those that determine whether or not a loan is granted, does exist. But in those cases, the decision software acts as a first filter and then forwarded to a person who makes the last call. As of now, nothing can replace a knowledgeable individual but automation can make it easier for them.
Automation...the next frontier for Information Technology. While it is a step forward, automation still can only perform rote tasks really well. This is invaluable for businesses or any type of large organization. Activities that require emotional intelligence and face-to-face interaction are still human specialties.
This article is part of our “Automation Brand” series where we write an article for each letter of the phrase. “Automation Brand” finds all the ways automation benefits marketing.
Click below to read more articles in the “Automation Brand” series:
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