Adopting robots in an IT service desk: A qualitative study on critical success factors for adoption of RPA within IT service desks
Since Robotic Process Automation (RPA) is expected to have the potential of bringing substantial benefits to many of today’s businesses, RPA initiatives are taking an increasingly bigger role in various organizations. Previous research has identified a lack of guidelines in successfully adopting RPA. This deficit includes, but is not limited to a knowledge gap in the adoption of RPA by IT service
