Are you over-automating?

The cutoff between under-automating and over-automating is very abstract. While business rules and IFTT allows automation teams to provide significant value to their users, they sometimes struggle in deciding when they are over-engineering a process. As complexity rises, so does the Total Cost of Ownership, including development, maintenance and support, whereas marginal derived value decreases.  Moreover, these rules may also sacrifice flexibility for repeatability, which is something that we do not always want.

This begs the question “How can we better define the automation cutoff and how to best involve end users in this kind of decision making?