The document summarizes survey results about trends in automation from organizations. It finds that most organizations take a balanced approach to technology that monitors emerging trends while prioritizing current operations. The top strategic business goals for using automation are improving efficiency and maintaining customer accounts. Over 40% of organizations feel extremely or highly confident in applying technology to their goals. Common barriers to automation include unsure benefits, lack of technical skills, and insufficient budget. The top automation initiatives are administrative tasks, detecting cybersecurity incidents, and configuring virtual machines.

1. Trends in Automation

2. Operational Approach to Technology
20%
60%
20%
Steady approach—
focused on maintenance
and incorporating proven
technologies
Aggressive approach—
trying to stay on
cutting edge
Balanced approach—
monitoring emerging
trends while prioritizing
current operations

3. Strategic Business Goals
24%
26%
27%
29%
31%
36%
41%
45%
46%
48%
Expanding geographically
New branding/marketing
Diversifying product portfolio
Defending against competition
Identifying new customers/markets
Maintaining customer accounts
Launching new products/services
Implenting innovative ideas
Hiring skilled workers
Improving efficiency

4. Confidence in Applying Technology to Goals
35%
43%
20%
3%
Somewhat
confident
Extremely
confident
Highly
confident
Not very
confident

5. Self-assessment of Technology Capabilities
Very strong Above average Basic Low Not currently
using
On-prem infrastructure 29% 37% 25% 6% 3%
Cloud infrastructure 29% 38% 22% 8% 3%
Software development 30% 33% 23% 7% 7%
Emerging technology 26% 37% 27% 6% 4%
Technical support 29% 41% 24% 4% 3%
Cybersecurity 30% 37% 24% 5% 4%
Data 34% 38% 20% 6% 3%

6. Views on Technology Budget
Extremely
Insufficient
Somewhat
Insufficient
Close to Right
Amount
Somewhat
Excessive
Extremely
Excessive
Cybersecurity 9% 22% 46% 16% 8%
Regulatory compliance 5% 16% 51% 20% 8%
Training for tech
workers
9% 23% 43% 18% 7%
Training for workforce 7% 23% 47% 16% 7%
Upkeep/maintenance 5% 15% 51% 20% 8%
New architecture 7% 24% 44% 17% 8%
Consulting 6% 19% 49% 21% 7%

7. Concepts Associated with Automation
Productivity
booster
46%
Cloud
computing
40%
Artificial
intelligence
55%
Innovative
56%
Cutting edge
46%
Machine
learning
43%
Expensive
24%
Displaced
jobs
20%
Threat
10%
Complex
16%
Robots
33% Common
16%

8. Recognition of Automation Examples
38%
39%
43%
43%
45%
46%
46%
46%
52%
53%
Spreadsheet macros
Password managers
Email filters
Email marketing software
Scheduling software
Chatbots
Server config files
Smart building controls
Network monitoring software
Manufacaturing robots

9. Pursuit of Automation Initiatives
25%
50%
20%
5%
Not very
aggressive
Very
aggressive
Somewhat
aggressive
Not pursuing
automation
Common Barriers to
Automation
• Unsure of benefits
• Lack of technical skill
• Insufficient budget
• Outdated technology
• Selecting business process

10. Examples of Automation Initiatives
31%
33%
36%
36%
36%
41%
42%
43%
53%
Expense approvals
Routing help desk tickets
Configuring virtual machines on cloud servers
Screening candidates for jobs
Marketing campaigns
Responding to cybersecurity incidents
Configuring virtual machines on local servers
Administrative tasks
Detecting potential cybersecurity incidents

11. Typical Drivers for Automation
28%
44%
53%
61%
Pitched by outside firm
Requested by business units
Directive from upper management
IT function improving efficiency

12. Automation Methods
41%
43%
44%
64%
Outsourced to third party
Robotic Process Automation (RPA)
software
Scripting/coding by internal resources
Built-in automation capabilities

13. Challenges in Pursuing Automation
40%
42%
43%
39%
47%
40%
44%
32%
41%
31%
46%
46%
38%
41%
42%
44%
47%
56%
Business process knowledge
Measuring effectiveness
Budgetary hurdles
Changing employee behavior
Skill gaps
Connecting IT systems
Large Medium Small

14. Scale of Skill Improvement Needed
3%
13%
18%
31%
35%
No improvement needed
Highly dependent on situation
Needed to hire specific expertise
Small improvement within existing roles
Significant improvement within existing roles