Defining UiPath Support Strategy, Framework, and Models

According to studies conducted by Ernst & Young (EY) and Gartner, in recent years, many RPA programs have failed to meet their objectives. One of the primary reasons highlighted is the lack of maturity in RPA maintenance and support operations.

Supporting the UiPath RPA processes in production is the most challenging and most rewarding work, as it helps the RPA Center of Excellence (CoE) meet its objectives. UiPath automation program leaders understand that building the bots is easy, but maintaining them is the hard part. Many UiPath programs do not meet the desired ROI because the bots were not supported and managed correctly after production going live; therefore, it is vital that UiPath automation leaders understand the importance of bot support and maintenance as early as the pilot phase.

In this chapter, we will cover the core UiPath Support operation basics. We will begin with an introduction to the concept of...