We had a very interesting conversation with Thoughtonomy this week – a new automation software player launched in June 2013 by former IPsoft UK MD CEO Terry Walby. Thoughtonomy is making a play to introduce automation into IT support functions like service desk activities and infrastructure management.
Walby set up Thoughtonomy because he found customers don't wan
t to implement end to end service management technology. But rather want ‘something more specific’ to automate discrete activities.
Thoughtonomy is particularly interesting because of its partnership with robotic automation software provider Blue Prism – a company we see having great potential in automating discrete business process activities (see Blue Prism – a game changer in the making?). Both companies are going after different parts of the market. Blue Prism targets the ‘long tail’ of rules-based back office clerical processes with its automation technology (the domain of the BPO players), while Thoughtonomy is targeting IT support, typically the domain of the ITO providers. This makes them complementary to one another – and so Thoughtonomy should expand Blue Prism’s addressable market opportunity.
Thoughtonomy will use the core Blue Prism technology to create a series of object components that can be reused across different customers, and which are put together to create decision-tree based workflows – effectively creating point process automations. What makes IT support particularly attractive for Walby is that he sees most IT support functions being standardised, and common across companies - so there should be plenty of scope for reuse. It is these objects and workflows which will also become Thoughtonomy's intellectual property (IP).
Target areas are manual support activities like inbound call requests, monitoring and diagnostics, ticketing and escalating. Walby gave the example of how it can be used to automate administering username and password resets, which are time consuming. While he still sees the need for call handlers, the actual IT processes can be automated so that response time can drop from 10 minutes typically to around 30 seconds.
The theory is all pretty impressive. We look forward to some real case examples once initial pilots and prototypes are completed.