Robotic Process Automation (RPA) and IT Process Automation (ITPA) are today’s big drivers of revolutionizing the way businesses operate – and they’re nowhere near finished. While RPA and ITPA have their significant differences, they share just enough similarities to have successfully helped organizations in multiple industries automate processes, reduce costs, improve accuracy, and deliver better customer experiences.

If ServiceNow had a robotic process automation (RPA) fan club, I’d run for president. After seeing firsthand how an RPA-driven bot can improve productivity, I’m a firm believer in this technology. Not long ago, I was assigned a new project for my team: Use RPA to enhance data integration and management of our highly complex configure, price, quote (CPQ) system and processes, which our sales team uses to generate product configurations and pricing.

I’m incredibly thrilled to share that, in our very first year of entry, ServiceNow has been named a Strong Performer in The Forrester Wave™: Robotic Process Automation, Q1 2023. We believe this validates the impact of our product vision and current capabilities in this market. More importantly, we think it’s proof that our customers are reaching their business goals.

When you first hear “Robotic Process Automation” (RPA) you might immediately think of a manufacturing line with a series of physical robots each doing their part to build something. RPA is SO much more than that! The “bot” in this sense is an AI powered piece of software that can interface with any system you run today just as a human would.

In a post COVID landscape, the business world is increasingly focusing its attention towards task automation and digital first processes to allow them to save time, money and valuable business resources. As one of the key technology trends of 2022, hyperautomation is quickly becoming the main way organizations are achieving these goals.