Costa Rica

1. How to Leverage Automation the
Right Way Within Your IT
Operations in 2021
Alvaro Prieto
Co-Founder & Sr.
Managing Director
Brad Beumer
Contact Center
Pre-Sales
Kate Clavet
Product Marketing
Manager
WEBINAR February 10th 2021
Eduardo Diquez
Intelligent Automation
Consulting Director
Moderator: Panelists:

2. Sources:
- Gartner
- Tanium Survey Report 2020
- McAfee, The Hidden Cost of Cybercrime
- State of Service, Salesforce research May 2020
The adoption of IT Process Automation is accelerating in
response to increased complexity, new available
technologies and the evolving role of the IT Organization
RPA is the fastest-growing software segment
in the world (~$2B by end of 2021) and will
reach nearly universal adoption by 2023
85% of support interactions will be
handled by a chatbot by 2025
136% projected growth rate of AI
Chatbots use over the next 18 months
for Service Organizations
70% of CIOs are assuming the
leadership of high-impact initiatives
across the whole organization
90% of organizations experienced an
increase in Cyberattacks due to COVID-19,
and the global cost of cybercrime shot to
nearly $1 trillion in 2020 (double what
it was just two years prior)

3. 3
Evolution of IT Process Automation
IT Process Automation (ITPA), also known as Run Book Automation (RBA) is designed to automate system and network operational
processes, while interacting with infrastructure elements such as applications, databases and hardware
Most companies
are here:
Batch
Processing
Scripting
DevOps &
Workflows RPA AI

4. 4
Where are you in your ITPA Maturity Journey?
• No automation / tools
• No formal process /
runbooks defined
• Low Operational
Maturity / Controls
• Undefined Service
Levels
• Low documentation
levels
INITIAL
• Back/front-end
automation using
scripting and workflows
technologies found in key
IT operation apps
• Not centrally managed,
but running on multiple
systems
• Defined operation
controls and some
service catalogs requests
automated
• Service Level reported
DEFINED • IT Automation program
in place
• Uses 3rd party
automation tools (RPA),
machine learning and
orchestration
technology
• Have dedicated
resources to drive the
automation agenda
• Data driven automation
analysis and actions
• Centrally managed
• ‘Zero touch’ automation
MANAGED
OPTIMIZED
• Uses automation across
the business, not just IT
• Maintain state-of-the-art
IT automated
environment
• Build competitive
advantage
• Increase revenues and
shareholder value
• Learns from unstructured
data from multiple
sources (Cognitive
computing)
• Neural networks and
natural language support
• Automation As-a-Service
• Digital First
• Using scripting for
routine tasks and
virtual attendants / self
service portal
• Some process /
runbooks documented,
but manually executed
• Simple processing
• Some Service Levels
defined
• Basic documentation
levels
BASIC

5. 5
Where are you in your ITPA Maturity Journey?
• No automation / tools
• No formal process /
runbooks defined
• Low Operational
Maturity / Controls
• Undefined Service
Levels
• Low documentation
levels
INITIAL
• Back/front-end
automation using
scripting and workflows
technologies found in key
IT operation apps
• Not centrally managed,
but running on multiple
systems
• Defined operation
controls and some
service catalogs requests
automated
• Service Level reported
DEFINED • IT Automation program
in place
• Uses 3rd party
automation tools (RPA),
machine learning and
orchestration
technology
• Have dedicated
resources to drive the
automation agenda
• Data driven automation
analysis and actions
• Centrally managed
• ‘Zero touch’ automation
MANAGED
OPTIMIZED
• Uses automation across
the business, not just IT
• Maintain state-of-the-art
IT automated
environment
• Build competitive
advantage
• Increase revenues and
shareholder value
• Learns from unstructured
data from multiple
sources (Cognitive
computing)
• Neural networks and
natural language support
• Automation As-a-Service
• Digital First
• Using scripting for
routine tasks and
virtual attendants / self
service portal
• Some process /
runbooks documented,
but manually executed
• Simple processing
• Some Service Levels
defined
• Basic documentation
levels
BASIC
27%
30%
31%
7%
4%
Not at all
mature
Slightly mature Moderately
mature
Very mature Extremely
mature
How would you describe the stage of your automation
maturity in IT Ops?

6. 6
IT Automation Landscape
Application
Management
IT Procurement Security Infrastructure
Service
Management
End User
Support
Master Data
Management Licensing
Antivirus & Malware
Solutions
Networking
Incident
Management Self Service
Database
Management
Asset
Management
Data Protection Infra Monitoring
Request
Management
L1 Support
Onsite Support
L3 Support
Account
Management
Problem
Management
Knowledge
Management
Change
Management
Release
Management
Configuration
Management
Business
Intelligence
SCCM (Software
Deployment & Distribution)
Server Management
Infrastructure
Services
Access
Management
Disaster Recovery
Architecture
Networking
Accounts
Service Contract
Management
Supplier
Management
Purchase Order
Management
Applications
Migration
Applications
Maintenance
Applications
Testing
Applications
Request
Chat/Voice BOT Integration /
API
OCR ML /
Cognitive
BPM
Core Apps /
Workflows
RPA Analytics

7. 7
Polling Question #1
What areas of your IT Operations are you most
interested in automating?
End User Support 43%
Data Center Operations 52%
Security 43%
Application Management 48%
Service Management 70%

8. 8
OpsGenie & UiPath Overview
Most Common Use Cases in IT Ops

9. 9
Typical IT Environment…
Operation Teams
Monitoring Tools
IT/Dev Stack

10. 10
Modern IT Environment…

11. 11
IT Automation Heatmap – End User Support
Application
Management IT Procurement Security Infra
Service
Management
End User
Support
Self Service L1 Support L3 Support
Account
Management
L2 Support
HW Support
Escalated Incidents
High automation
potential
Medium automation
potential
Low automation
potential
Account & Access
Management
Request
Management
Account Password
Reset
IVR
Chatbot
Employees SoPs
ITSM – Service Desk
Portal
OS Deployment
Account Creation
Account Deactivation
Account Deletion
Cloud Management
First Line Incident
Management
Account Unlock Asset Management Account Access
Infra Management

12. 12
UiPath Demo

13. 13
Positioning the Benefits and
Business Case of Automation in IT

14. 14
Having a clear understanding on WHY you are
automating your IT Ops is a key success factor
Improved
Visibility
Revenue
Enablement
Cost
Reduction
Scalability Agility
Quality &
Controls
Focus on
Innovation
Customer &
Employee
Experience
Security &
Peace of Mind
It’s not just about
cost savings…
COST
REDUCTION
PRODUCTIVITY
IMPROVEMENTS
EFFICIENCY
GAINS
DO IT FOR LESS – LOWER THE COST PER VOLUME
• Eliminate current and/or future spend
• Reduce head count
DO MORE – INCREASE VOLUME OF WORK
• Increase speed/output
• Improve quality – reduce errors
• Deliver more complex services
• Increase satisfaction
DO IT BETTER – REDUCE WORK/EFFORT/RISK
• Limit the need for human touch
• Reduce risk and human error
• Increase self-service
• Routinize redundant tasks
• Shift resources to more strategic initiatives

15. 15
Having a clear understanding on WHY you are
automating your IT Ops is a key success factor
Improved
Visibility
Revenue
Enablement
Cost
Reduction
Scalability Agility
Quality &
Controls
Focus on
Innovation
Customer &
Employee
Experience
Security &
Peace of Mind
It’s not just about
cost savings…
COST
REDUCTION
PRODUCTIVITY
IMPROVEMENTS
EFFICIENCY
GAINS
DO IT FOR LESS – LOWER THE COST PER VOLUME
• Eliminate current and/or future spend
• Reduce head count
DO MORE – INCREASE VOLUME OF WORK
• Increase speed/output
• Improve quality – reduce errors
• Deliver more complex services
• Increase satisfaction
DO IT BETTER – REDUCE WORK/EFFORT/RISK
• Limit the need for human touch
• Reduce risk and human error
• Increase self-service
• Routinize redundant tasks
• Shift resources to more strategic initiatives
46%
58%
67%
69%
Reduce Security Risks
Optimize IT Spend
Improve Service Consistency & Performance
Free Up Employee's Time for Higher Value Work
What are the main drivers to implement
automation in your IT Operations?

16. 16
Keys for a Successful Implementation
Most Common Pitfalls & Lessons Learned

17. 17
Polling Question #2
Do you agree that working with an IT Managed Services
partner can help you accelerate your automation journey?
I agree, I’m already leveraging
my ITO partner for this
61%
I agree it could help but I’m
still not outsourcing
39%
I disagree and I don’t
want to outsource
0%
I disagree, I outsource and my
partner doesn’t bring value
0%

18. 18
Schedule a Complimentary IT Automation
Maturity Consultation
Where are you in your journey?
How do you go from here? Schedule a consultation with our experts and
receive a complementary IT Automation
Consultation to help you:
• Identify best automation candidates
• Discuss potential solutions & tools
• Estimate the business case
• Define implementation roadmap
For those interested, please contact
ryan.ritter@auxis.com to schedule

19. 19
Polling Question #3
Is your organizations leveraging RPA already
in IT or other functions at the company?
No, we have not started
in any function
19%
Yes, we are using it in other
functions but not in IT yet
38%
43%
Yes, we are using it both
in IT and in the business

20. We’re looking forward to
speaking with you!
Alvaro Prieto
Co-Founder & Sr. Managing
Director
Alvaro.Prieto@auxis.com
Brad Beumer
Contact Center Pre-Sales
Brad.beumer@uipath.com
Kate Clavet
Product Marketing Manager
kclavet@atlassian.com
Eduardo Diquez
Intelligent Automation
Consulting Director
Eduardo.Diquez@auxis.com