I was thinking that understanding the problem (the business's "IT needs") is hard to commoditize, and can't be done with 100% automation (unless all businesses

I was thinking that understanding the problem (the business's "IT needs") is hard to commoditize, and can't be done with 100% automation (unless all businesses were cookie-cutter, automatically formally describable - perhaps almost true for some franchise-style businesses). But much can be done without reaching perfection.