What is process automation? Whereas task automation focuses on accomplishing a repeated action, service automation is more complex. It involves delivery of service rather than optimization of a task. Here’s a quick example of how they differ:
- Motion sensitive lights are a task automation. Instead of turning on the lights manually via a switch (task), the automation removes the manual action to deliver the result.
- Submitting a maintenance request to replace a burnt-out light is a form of process automation. It automates the many tasks to elicit the maintenance (process ) from the correct department in a timely manner.
process automation is also called “service orchestration,” because it involves coordinating multiple processes to produce a result. Whereas task automation fulfills a specific action, service automation streamlines a process with many variables and possible outcomes. Motion sensitive lights always turn on when triggered; every maintenance request is different.
Automating a service
Before they can automate a service, companies need to understand the capacity in which it’s utilized by employees and what the demand is. Often, the best candidates for service automation are services:
- Utilized frequently by employees; i.e. desk booking
- Utilized in a broad capacity by different groups; i.e. maintenance ticketing
- With barriers to obtaining them; i.e. scheduling a standing desk installation
In any case of process automation, the “automation” enables the service by streamlining the solicitation of that service. Instead of going through process X, Y, and Z to gain access to a service in a special capacity, automation condenses X, Y, and Z to X.