EVEREST GROUP: Making RPA Enterprise-Grade at Scale

Making RPA Enterprise-Grade at ScaleSarah Burnett

R

About Everest Group

Range of services

Overviewl More than 20 years of experience advising Global 1000

l Recognized for positioning clients for the next generation of global services − combination of deep insights, strategic decision-making approaches, and implementation expertise

l Distinctive combination of consulting and research capabilities

l Over 1,000 engagements, covering IT and business processes

l Rich data sets and subscription research based on over 75 business processes, 150 service delivery locations, 1,500 captives/GICs, 100 service providers, and 18,000 outsourcing contracts

ImplementationConsulting services to capture value from decisions

StrategyConsulting and research services to turn insights into decisions

ResourcesWebinars, research, and blogs

SubscriptionsResearch reports, data sets, customized tracking services

Our research offerings for global services

Customresearchcapabilitiesl Benchmarking|Pricing,deliverymodel,skillportfoliol Peeranalysis|Scope,sourcingmodels,locationsl Locations|Cost,skills,sustainability,portfolio– plusatrackingtooll Trackingservices|Serviceproviders,locations,riskl Other|Marketintelligence,serviceprovidercapabilities,technologies,contractassessment

u BPS|Healthcare&LifeSciences

u BPS|Insurance

u Procurement

u HumanResources

u Recruitment&TalentAcquisition

u PricePoint™

u LocationsInsider™

u TransactionIntelligence

u ITS|Healthcare&LifeSciences

u ApplicationServices

u BPS|BankingFinancialServices

u ServiceOptimizationTechnologiesu EngineeringServices

u Catalyst™

u ContactCenter

u Cloud&Infrastructure

u DigitalServices

u MarketVista™Globalservicestrackingacrossfunctions,sourcingmodels,locations,andserviceproviders– industrytrackingreportsalsoavailable

u ITServicesForecaster™

u ITS|BFSI*

u Finance&Accounting

Everest Group’s SOT research focuses on a range of technologies for Service Delivery Automation (SDA)

Abilitytohandleinputdatatype

Processingapproach Abilitytolearn Contextawareness Approach

RoboticDesktopAutomation(RDA)

Structuredonly Deterministic No Minimal Humantriggers

RoboticProcessAutomation(RPA)

Structuredandsemi-structured

Deterministic No Minimal Orchestratedprocessautomation

Autonomics Structuredandsemi-structured

Deterministic No Yes,butlimitedtoitscomputingenvironment

Distributedcomputing

Narrowartificialintelligence

Alltypesofdataincludingunstructured

Probabilistic Yes,butinspecificareas

Yes,butlimitedtoaparticulardomain

Cognitivecomputing(machinelearning,deeplearning,andNLP)

Generalartificialintelligence

Alltypesofdataincludingunstructured

Probabilistic Yes,acrossmultipleareas

Yes,acrossmultipledomainsandsimilartohumanbrain

Advancesindeeplearning

Futurete

ch

Maturity

HighLow

Intelligence

Human

involvem

ent

SDAincludesarangeofautomationsolutionsfordeliveringglobalservices,includingRPA

Source:EverestGroup2017

Enterprise-grade RPA Background/contextofthe

research

Muchtalkofenterprise-gradeRPA,butwhatisitandwhydoesitmatter?

EverestGroupisconductingsurvey-basedresearchon:• Whatisenterprise-gradeRPA?• Whichfeaturesusersbelievetobethemostimportant?• Whatbenefitscanberealizedfromhavingthese?• Whatfeaturesaremostvaluedbydifferentindustriesandwhy?

Thispresentationhighlightsourinterimfindings.EverestGroupwillpublishthefullresultsinareportverysoon.

Why enterprise-grade RPA matters?

Implementing RPA across

multiple business units

Reducing error rates & exceptions in automation

Speed of implementation

Speed to scale

Implementing RPA across

multiple geographies

Helping regulatory

compliance

Increasing process

automation rates

Achieving faster ROI

Itcancontributetothesuccessofautomationprojectsinmanydifferentways:


Split of responses by RPA awareness levels

Split of responses by designation Split of responses by maturity of RPA initiatives

71%

23%

6%

29%

38%

4%

27%

2%

23%

19%

25%

19%

13%

High

Medium

Low

Scaling-up from pilots

Steady-state implementation

Planning

Piloting

Not considering

CXO level

Senior-level manager

Middle-level manager

RPA developer

Others


Profiles of the 60 companies that took part in the survey

Enterprise-grade RPA was analyzed along five key dimensions - groups of features

Key dimensions constituting an

enterprise-grade RPA

Managing security and risk

Software quality and richness of

features for robot maintenance

Ease of deployment &

scalability

Complementary features

Ease of coding & robot

development


80% 78%72%

16% 14%20%

4% 4% 6%

Software quality and robot maintenance

features

Security Scalability

Three out of the five dimensions were rated as the most important

xx Average rating

4.204.06

4.23

4

4.34

3.79

4.25

4.3

4.19

4.42

4.25

4.4

4.5

4

3.93

3.4 3.6 3.8 4 4.2 4.4 4.6

Software quality and robot maintenance features

Security

Scalability

Responses for level of importance, by industryAverage rating (out of 5)

BFSI

Consulting

IT services

Retail

1 2 3

High Medium Low

The most important dimensions%age of respondents


Significance of the dimensions also vary according to the scale of operations of the enterprise

Small1 Medium2 Large3

Security

Easeofcodingandrobotdevelopment

Softwareandrobotmaintenance

Scalabilityoptions

Security

Easeofcodingandrobotdevelopment

Security

Scalability

Softwareandrobotmaintenance

Most important dimensions Security features Scalability

Software and robot maintenance

1:ParticipantswithrevenuelessthanUS$100millionandbetweenUS$100- 500million,2: ParticipantswithrevenueUS$500million- 1billion,3:ParticipantswithrevenuegreaterthanUS$1billionSource:EverestGroup2017

Size of respondents

Decreasin

glevelof

impo

rtance

Software quality and richness of features for robot maintenance

Seamlessly integrated components

Accuracy of identifying objects from the UI

Session logs for debugging

Web-based interface to monitor robots

4.45

4.42

4.33

3.98

88% 8% 4%

85% 13% 2%

85% 12% 4%

69% 23% 8%

High Medium Low

Split of responses for level of importance of the specific solution characteristics%age of respondents, average rating

XX Average rating

Dec

reas

ing

rela

tive

leve

l of i

mpo

rtanc

e

1

2

3

4


Security and risk management features

Robust logging of robot activity or audit trails

Adherence to security standards

Credentials vault

Role-based access controls

4.33

4.21

4.16

4.15

83% 12% 8%

79% 10% 12%

75% 17% 8%

77% 17% 6%

High Medium Low


XX Average ratingD

ecre

asin

g re

lativ

e le

vel o

f im

porta

nce 1

2

3

4


Ease of deployment and scalability

A central application server that can run unattended

Scheduling, queuing, and other robot management features

Caching the operational information

Features to scale-up such as a second application server

4.31

4.29

4.16

4.15

85% 12% 4%

83% 10% 8%

79% 19% 2%

73% 21% 6%

High Medium Low


XX Average rating

Dec

reas

ing

rela

tive

leve

l of i

mpo

rtanc

e

1

2

3

4


Satisfaction with

returns on RPA

investment is high

8% 4%

10%

49%

23%

6% YettoachieveROI

Significantlybelowexpectations

Slightlybelowexpectations

Meetsexpectations

Exceedsexpectations

Significantlyexceedsexpectations


Otherfeatures

3.83

4.00

3.75

3.96

3.78

3.60 3.65 3.70 3.75 3.80 3.85 3.90 3.95 4.00 4.05

Robotoperationsanalytics

Integratedcognitive/machinelearningcapabilitiesforreading/processing

unstructureddata

Integratedanalyticscapabilitiesforprovidingbusinessintelligence

Integratedworkfloworend-to-endprocessorchestrator

Contextawarerobots– thatcanbecodedtoknowalittlebitabouttherun-time

environment


RPA is a journey and the richness of the software speeds up that journeyInterimfindings:

• Usersconsidereaseofsoftwareandrobotmaintenance,securityandscalabilitytobethemostimportantfeaturesofenterpriseRPA

• Thesereducetheeffortthatisneededtodevelop,runandmaintainrobots

• Morethan75%ofenterprisesaresatisfiedwiththeirRPAROI

• IntegratedcognitiveandMLforprocessingunstructureddataisimportantasistheavailabilityofrobotoperationalanalytics

Whatyoucanlearnfromthisresearch:

• WhatfeaturestolookforinRPAsoftware

• Whatyourpeersoryourindustrybelievetobethemostimportantfeaturesofthistypeoftechnology• Getinsightsonhowdifferentyourtakeisontheseandworkoutwhythatis

• Whatcommercialmodelsareavailableandpreferredbydifferenttypesofenterprises

• IfyouareachievingROIin-linewithotherRPAusers


Q&A

@sarahburnett

EverestGroup’sSOTresearchonautomation:http://www.everestgrp.com/research/domain-expertise/service-optimization-technologies/

EVEREST GROUP: Making RPA Enterprise-Grade at Scale

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