This eBook highlights examples of how no-code automation with the right ITSM platform can help.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
System Integrators, Value Added Resellers, Technology Providers, and Buying Consortiums can benefit from a partnership with TeamDynamix.
The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
With so many options available when it comes to IT Service Management (ITSM) software, it can be hard to figure out which vendor makes the most sense for your business or organization. Do you go with a big vendor that can be complex, needs a team to run it and can cost a lot year over year? Or do you go with a more simplistic tool that does just the basics, but lacks some of the other functionality you might need as you grow or scale your ITSM services? Is there an ITSM tool that falls somewhere in the middle with everything you need at the right price? There’s a lot of conflicting advice out there, and certainly no shortage of reviews to sort through.
Here are three common misconceptions you should consider when shopping for new ITSM software.
Many times, organizations will take on an ITSM tool that’s too large and too complex for their organization’s needs. They are sold on a brand name and features and functionalities that, in fact, they don’t necessarily need or will practically use once the ITSM tool is in place. This often results in them paying for licensing fees or modules they don’t need. In fact, sometimes organizations will report they have as many as 8 dedicated resources administering their ITSM tool; often consuming technical experts to create forms, workflows, integrations and scripts.
This was the case at the University of Michigan, and why it recently made the switch to TeamDynamix for ITSM. Unhappy with its former ITSM tool, the university’s ITS team selected TeamDynamix because it believes the ITSM platform can help them identify problems and repeated requests, automate workflows, and help users find their own answers to questions whenever possible. They also wanted to invest in a future vision that would allow them to embrace true enterprise service with this new software.
In addition, the enterprise site licensing model for TeamDynamix allows the university to have more people resolving service tickets, resulting in improved problem resolution and an improved experience for students, faculty, and staff. This was put into practice amid the shift to remote learning when the pandemic emerged, helping ITS respond to a sharp spike in service requests.
No matter the vendor you select, the ITSM software you pick for your organization should be easy to use, easy to own and easy to operate.
Codeless ITSM platforms, like TeamDynamix, are a great place to start. Not only do they have the flexibility you need, but they also often have a lower total cost of ownership as you don’t need a full team to manage the software. In fact, with a codeless system, you can empower employees across the organization to manage their own portals and tickets.
A user-friendly, searchable knowledge base can be the single most valuable tool your organization has. Not only can you use a knowledge base internally to help employees answer any questions they may have about your business or organization, or how to do things within their departments – but you can create a knowledge base as part of an external self-service portal that you can direct customers to in order to deflect calls and emails that would otherwise come to your help desk.
By utilizing a self-service portal with a knowledge base, you can save both time and money. Here are some other benefits of having a knowledge base:
By using a methodology like Knowledge-Centered Service® (KCS) to build your knowledge base you can quickly cut down on the amount of time your IT team spends on resolving tickets.
At the University of South Dakota (USD) they built our their knowledge base using KCS and quickly saw an 18% reduction in time logged to service tickets. After just six months, their portal had grown exponentially with more than 31,000 users, 262,000 page views and 5,000 knowledge articles being included in the knowledge base.
Often, departments work in silos and have their own tech stacks. And while this can work for many specific types of software, there are instances where this can become a hindrance for business or organization – especially when resource optimization and project planning happen across departments.
In these cases, investing in an ITSM tool that includes Project Portfolio Management (PPM) along with enterprise integration and automation makes sense. Whether you need all three, or a mix of two – a vendor that can give you the option to scale your needs as you grow into Enterprise Service Management (ESM) is key.
By bringing ITSM and PPM together on a single platform, you can better understand your resource capabilities and engage in true resource capacity planning.
With resource capacity planning you get a big-picture view of your entire IT organization, allowing you to balance workloads across projects and support; and to see the different types of work that need to be done at any given time.
For example, if you have three IT technicians that need to cover three functional areas of business – like service, projects and operations – you can engage in resource capacity planning and optimize each technician’s workload based on their skill set and their availability. As a result, the work can be completed more effectively and efficiently as each technician is focused on work that plays to their strengths. And because you have a full view of the work and the time it will take, you can avoid overcommitting or underutilizing your resources.
This approach is especially useful when you have limited resources, but an increase in demand for the support of remote learning and remote workforces.
When you add in iPaaS (integration platform as a service) with your ITSM/PPM platform you can automate both complex and simple tasks, as well as connect disparate systems throughout your organization.
Employees no longer need to spend time on the repetitive, mundane tasks they normally have to complete before working on bigger projects – things like system name changes, resetting passwords, or granting certain permissions to software. All of these, and more, can be automated with workflows using iPaaS.
If you chose a codeless platform for this, you get the added benefit of anyone being able to use these tools – not just IT. By allowing lines of business to create their own workflows you can free up your IT resources to work on larger projects and eliminate the logjam when it comes to integrations within your organization.
Here are a few other ways iPaaS can supercharge service delivery and reduce the IT drain on an organization:
Want to learn more about selecting the right ITSM software for your business? Download the ITSM selection guide from Info-Tech.
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When it comes to IT Service Management (ITSM) it’s important to consider both the tool you want to invest in, as well as the practice/framework you want
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TeamDynamix’s award-winning SaaS cloud solution offers IT Service and Project Management together on one platform with enterprise integration and automation.
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