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RPA 成功的十大黄金法则 (Part 2)

Leslie Joseph 4 days ago
机器人流程自动化(RPA)促进了企业的自动化。但是,并非每个企业都能成功地实现稳定的、规模化的自动化。RPA也带来了一些隐患和陷阱。本报告帮助应用程序开发和交付(AD&D)专业人员确定RPA的重要考量因素,并提出10条成功的“黄金法则”。本篇为系列文章 Part 2,第一部分请见 Part  1 规则2:构建务实的RPA业务用例 务实的业务用例既不会夸大潜在的价值或节省的成本,也不会低估所涉及的成本(见图2)。自动化团队常常忽略外部许可的成本;例如,机器人如果访问SAP等外部记录系统可能会产生间接许可成本。在业务用例中,如果没有考虑到这些成本往往会导致令人不快的体验。 规则3:将RPA视为企业平台 技术和业务团队对RPA承诺的易于部署和明确的价值感到兴奋,但必须经受住过早走捷径的诱惑。要求RPA遵循与其他企业技术相同的标准和指引。预先定义RPA对安全性、数据隐私、认证、文档和人员的影响。为确保良好的自动化治理: 将RPA应用在正确的用例中。急于尝试RPA的技术团队常常忘记,对于锤子来说,所有东西看起来都像钉子。IA工具箱中的其他工具可能会实现更持久的结果或引领更加智能化的发展。将 Forrester 的自动化框架作为众多工具中的一种来对RPA进行评估。请避免在快速数据集成中使用 RPA,因为从长远来看,API方法可能更好。一家汽车制造商的RPA负责人告诉我们:“在评估并放弃了所有其他自动化模型之后,我们将RPA视为最后的自动化手段。” 规范数据隐私和保持弹性的方法。RPA机器人可以处理客户和个人数据。请注意那些会影响数据提供的限制,如GDPR(通用数据保护条例)。RPA开发的架构指南和编码标准需要与时俱进。这两个因素都会影响机器人的弹性—它们出现故障的频率及修复它们需要多长时间。开发设立管控框架检查点来审查编码实践和关键架构的决策。 坚持软件开发和测试的最佳实践。RPA使企业用户更容易创建自动化。这点非常好,但是解决方案仍依赖于脚本,经常是通过工作流程和应用程序的拼凑。更复杂的任务涉及更多的脚本。因此,由于出现基础设施问题、软件可靠性、应用程序UI和数据更改等情况,机器人会崩溃。修复至少要花费一天时间,这会影响客户服务和员工体验,并降低员工的工作效率。如果没有很好地构建机器人软件开发流程,RPA平台的测试能力便会很弱。请遵循企业有关代码可配置性、可读性和性能表现的指南。   规则4:零信任原则保护您的机器人 您的机器人是数字工作者,请以这样的心态对待他们。建立正式的规定,将机器人识别为非人工用户并进行身份验证,同时监控其访问权限。一般员工都有入职日期,管理领导,培训和解雇日期;数字工作者也应该如此。请务必: 避免为了节省短期成本而将人类工作人员的凭证重复用于机器人。对于RPA机器人,请应用与给人类雇员授予凭证和访问权限的相同流程。尽早让HR团队参与到这个过程中,从而建立对管理机器人和人工混合劳动力的原则的企业共识。 将每个机器人视为IT资产。将每个机器人的生命周期和身份作为特殊的IT资产进行管理。这可以从一些简单的事情开始,如建立适当的命名约定来区分机器人与人类用户帐户。除此之外,IT 团队还应建立流程和分析方法,用来定期跟踪机器人对帐户和权限的访问,包括在机器人退役时禁用访问的警报。 给每个机器人分配一位自动化管理人员。管理人员应对RPA帐户负责,必须将其作为非人工帐户处理,并以与人类员工相同的身份和访问管理方式对其进行管理。给人类员工创建一个特殊的角色–自动化管理人员,任命其负责运行既定的自动化。根据自动化管理人员现有的权限级别为其分配访问权限。 采用零信任原则来保护您的机器人。RPA本质上给人类和非人类身份都带来了新的攻击面。对机器人安全、身份和生命周期管理采用零信任方法是基本保障;从自动化项目的一开始就要执行。将机器人密码存储在一个集中的加密位置。运行机器人的系统必须是安全的并及时更新。使用安全的代码开发实践用例。确保每个机器人的动作和决策的可追溯性。将访问日志与分析方法相结合来查找异常。请确保在投入运行之前对每个机器人进行完整的渗透测试。 记住RPA机器人可以是内部或外部攻击点。把安全放在首位,而不是事后诸葛亮。与任何其他的企业系统一样,对RPA执行进行相同的安全检查。一条经验法则是给每个机器人授予尽可能少的访问权限,同时最大限度地发挥其连续运行自动化的能力。在虚拟桌面环境中,为开发、测试和运行指定单独的环境。建立代码集中存储和重用的标准。与CIO和CISO在围绕安全性、弹性、数据和个人身份信息访问方面制定的企业策略、程序、工具和管控措施保持一致。 访问 Forrester 中文专区,了解更多中国市场洞察。
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Microsoft Launches SharePoint Syntex To Automate Content Categorization And Build A Foundation For Knowledge Curation

Cheryl McKinnon 6 days ago
Today, Microsoft announced the general availability of Microsoft SharePoint Syntex as of October 1, 2020. This is the first packaged product to come out of the code-name Project Cortex initiative first announced in November 2019. Project Cortex reflects Microsoft’s ongoing investment in intelligent content services and graph APIs to proactively explore and categorize digital assets […]
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Brand and Communications Leaders: Drive Speed, Scale, and Value

Discover how to deliver greater business value by building a natively digital brand and communications approach and tech stack.

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Three Business Scenarios Insurers Can Use To Navigate The COVID-19 Storm

Ellen Carney 7 days ago

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The 2020 Forrester And InfoWorld EA Awards Contest Winners Focus On Business Architecture, Digital Transformation, And Governance

Gene Leganza September 21, 2020
In the Forrester/InfoWorld Enterprise Architecture (EA) Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact. The winners of the 2020 Forrester/InfoWorld Enterprise Architecture Awards show the value of a close relationship with the business, a solid vision for enabling digital transformation, and effective governance practices — not […]
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Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Jost Hoppermann September 11, 2020
A few days ago, Forrester published two Forrester Wave™ reports, one focusing on retail banking, the other on corporate banking. With these Forrester Wave evaluations, we separated off-the-shelf banking back ends for retail and corporate banking for the first time. However, this was not the only first: We also introduced a new banking software category: […]
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RPA 成功的十大黄金法则 (Part 1)

Leslie Joseph September 10, 2020
机器人流程自动化(RPA)促进了企业的自动化。但是,并非每个企业都能成功地实现稳定的、规模化的自动化。RPA也带来了一些隐患和陷阱。本报告帮助应用程序开发和交付(AD&D)专业人员确定RPA的重要考量因素,并提出10条成功的“黄金法则”。点击阅读更多。
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Hyland Accelerates Its Path To Cloud By Acquiring Alfresco Software

Cheryl McKinnon September 9, 2020
Today, Hyland Software, best known for its OnBase and Perceptive content management portfolios, announced it will acquire Alfresco Software. Both vendors were named as “Leaders” in The Forrester Wave™: ECM Content Platforms, Q3 2019 (subscription required). This is a natural next step in Hyland’s recent rejuvenation strategy. Hyland’s investments over the last year include the […]
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Moments Map: Resolve The Paradox Of Choice To Optimize Your Digital Experience Portfolio

Julie Ask September 3, 2020
At surface level, brands have a plethora of avenues to connect to their consumers. But alas, it’s the paradox of choice: How do brands prioritize their technology investments to maximize consumer reach? Introducing Forrester's 2020 Moments Map.
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TikTok — When Geopolitics Trumps Tech Innovation

Xiaofeng Wang September 1, 2020
In the past two months, I’ve received dozens of inquiries about TikTok. While the case is still unsettled, I wanted to summarize some of my comments in this blog post. Is banning TikTok in the US “tit for tat”? Not really. People often compare the US government’s handling of TikTok with the Facebook and Google […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins September 1, 2020
Amazon Launches Halo, Its First Wearable Health Device For The Average (Budget-Conscious) Consumer This week, Amazon launched Halo, a screenless wearable device that can monitor activity, sleep, temperature, BMI, and emotion. At $99.99 (plus a small monthly service fee for advanced features), the Halo Band sits closer to Fitbit’s fitness trackers (ranging from $99.95–$169.95) than the Apple Watch ($400-plus). It focuses on what consumers want most: tracking fitness-related activity, […]
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It’s Time For CMOs To Pay More Attention To Employees

Thomas Husson August 26, 2020

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Growth-Mode Digital Strategy: Modernize And Transform

Nigel Fenwick August 25, 2020
While most digital transformations may not actually be transformative, they do provide investments for IT modernization. And the firms that have already made those investments are better positioned to weather the current storm.
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The Myth Of A World After: A European Recovery Perspective

Thomas Husson August 24, 2020

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Brands Must Evolve From Wholesale Suppliers To Partners

Michelle Beeson August 21, 2020
Brands have been reviewing and revamping their digital commerce strategies for some time. With consumers forced online during pandemic lockdowns across the globe, this focus on digital has only magnified. But digital commerce opportunities are not created equal for brands. Some brands are seeing significant growth in their direct-to-consumer (DTC) business and grappling with the […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 17, 2020
This week’s edition of our FORRward series covers the latest tech news on Gong, revenue intelligence, People.ai, Chorus.ai, brand, zero-party data, future of work and movie making.
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Survival-Mode Digital Strategy: Focus On Pragmatic Modernization

Nigel Fenwick August 14, 2020
While most digital transformations may not actually be transformative, they do provide investments for IT modernization. And the firms that have already made those investments are better positioned to weather the current storm.
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A New Era Of Operations

IT will drive innovation — and your business.

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Forrester Reviews And Scores US Mobile Banking Apps: What We Learned

Peter Wannemacher August 12, 2020
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 10, 2020
Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple announced iOS 14, which will prompt users on whether they want to let an app track them or “ask app not to track.” If a user picks the latter, the app can’t […]
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The Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge To Deliver Proactive, Broad Spectrum Digital Health

Arielle Trzcinski August 7, 2020
Telehealth megamerger ushers in a new era of digital health.
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