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:
- Facilitate enterprise integration by using a single hub with pre-built connectors to systems that you use every day as well as a connector concierge for the creation of specific connectors. (Imagine being able to automatically change a username, add someone to a distribution group, or onboard an employee)
- Expedite creation of automation and workflows with a visual flow builder (codeless) that is easy to use, own and operate; allowing you to reduce IT’s backlog of integration and workflow requests.
- Optimize resources across IT to allow for improved output and a higher level of service delivery to your internal and external customers by removing redundant data entry and manual processing.
- Reduce API risk with a single connectivity platform that will offer increased oversight and control.
Want to learn more about selecting the right ITSM software for your business? Download the ITSM selection guide from Info-Tech.