Gartner Blog Network

Infrastructure Service Providers Should Shift Their Business Toward Autonomous Operations by Integrating Intelligent Automation with a Central Knowledge Unit

by Rene Buest  |  March 22, 2019  |  Submit a Comment

Scaling business operations is one of the imperatives for infrastructure service providers to be able to serve an ever-growing customer base and to operate and maintain large (or larger) infrastructure environments with the same team size. An inability to scale is a threat to new business opportunities and future revenue growth. However, hiring the necessary talent with the right skills is becoming more difficult and expensive. Hence, tech CEOs and technology product managers of infrastructure service providers must find alternative ways to leverage existing data, external data and human knowledge to scale their digital business operations.

By 2023, 75% of infrastructure service providers that deploy intelligent automation will leverage a central knowledge unit to prepare for autonomous operations, up from less than 30% in 2019.

A Central Knowledge Unit as the Foundation for Intelligent Automation Services

Tech CEOs and technology product managers of infrastructure service providers struggle to scale their business operations due to constantly recurring tasks per client. This has an immediate impact on their ability to serve a growing customer base and operate large customer infrastructures with the same or smaller team. Hence, limited access to those resources has a negative effect on growth and revenue.

Intelligent automation is a promising approach to address these challenges. However, delivering on the promise of scalability, an intelligent automation solution depends on the accessible information it can leverage to run infrastructure environments autonomously. The more access an intelligent automation solution has to a continuous growing set of information and the more an intelligent automation solution learns over time, the smarter it gets and the more it acts autonomously.

A central knowledge unit is the foundation for the reusability of information that can be used to intelligently automate infrastructure either in a vertical or in a horizontal way. Furthermore, a central knowledge unit as the foundation for intelligent automation is the new natural way for infrastructure service providers to run and scale their digital operations and to enable clients to engage at digital touchpoints.

Gartner has identified a focused approach to intelligent automation supported by a central knowledge unit, which tech CEOs and technology product managers of infrastructure service providers can use to scale their business operations and turn toward autonomous operations.

– – –

If you want to engage with me, feel free to schedule an inquiry call (, book a vendor briefing (, follow me on Twitter (@ReneBuest) or connect with me on LinkedIn.

I am looking forward to talking to you!

Additional Resources

View Free, Relevant Gartner Research

Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence.

Read Free Gartner Research


Rene Buest
Research Director
2 years at Gartner
21 years IT Industry

Rene Buest is a Senior Director, Analyst in Gartner's Tech CEO Research and Advisory team. Primary research coverage is infrastructure services and digital operations as well as managed services and intelligent automation. Read Full Bio

Leave a Reply

Your email address will not be published. Required fields are marked *

Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.