The market for Service Delivery Automation (SDA) is a fast moving one, both in terms of adoption as well as advances in technology. Many organizations have already tried and adopted SDA technologies, such as Robotic Process Automation (RPA) and cognitive automations, based on machine learning software. These organizations are looking beyond Proofs of Concept (PoC) and trials to wider adoption of SDA across their organizations. An SDA Center of Excellence (CoE) enables organizations to develop their SDA capabilities and competencies in a controlled and centralized manner. It helps organization to stay abreast of developments in the fast-moving world of SDA.
Scope and Content
This report provides a guide to setting up and expanding an SDA CoE. It focuses on:
Establishing existing capabilities, assets, and expertise
Building a repository of knowledge from existing projects and automation deployments
Building a team of experts
CoE governance and funding
Building the PoC
Scaling processes up and out
Achieving continuous improvement
Keeping up with the market and technology developments
Expanding the CoE
This report is intended for:
Organizations that are setting out to build a CoE
Service providers looking to build CoEs for their clients
SDA technology vendors seeking insights into the bigger CoE picture
Note: this report is from 2012. See our most recent R2R research report.
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