Automation Readiness Assessment for Support Operations
By Red Shore Editorial | 2025-01-31
TL;DR: A readiness framework to determine where automation will deliver value first.
Automation decisions should follow operational readiness, not excitement.
A workflow that is unstable manually will not become stable just because it is automated.
Readiness Areas to Score
- process clarity,
- exception handling maturity,
- data quality,
- ownership model,
- governance controls.
How to Use the Score
- High readiness: automate now.
- Mixed readiness: automate partially with stronger oversight.
- Low readiness: fix process first.
Common Misstep
Teams automate high-volume workflows before defining who owns exception resolution. That usually shifts work, not reduces it.
If You Do One Thing This Month
Score one candidate workflow honestly across the five readiness areas before committing implementation effort.