
ITSM for Manufacturing: Automation, Digital Transformation Key to Success
As the manufacturing industry continues to evolve to meet the accelerating needs of consumers and businesses many manufacturing IT leaders say they are focusing on
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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
Anyone who has been on this earth over the last 4-6 weeks has abruptly learned a few key lessons, and one of these is that tech adoption is not that hard! Whether you are zooming with your grandmother or have moved your fitness class from the gym to your laptop, you might have realized along with millions of others – online learning and online communication are parts of our fabric of life.
That said, going online for social interactions and extracurricular activities is a little different from migrating the operations of entire higher education institutions into the digital space. Anyone doing project management in higher education right now can attest to the power of a crisis to accelerate organizational change – ready or not.
Yet if we pay attention, higher education institutions can come out of this situation with better processes, greater preparedness, and higher quality services than ever before.
So – what can we learn from this, and how can we apply those lessons to IT project management in higher education? Here are 3 key lessons.
1. Tech adoption accelerates with need – even the self-service portal. Have you had problems getting your end-users to adopt a service portal or a knowledge base? Service desk technicians have been trying desperately for YEARS to get folks to self-service. Information Technology teams can use this opportunity to contemplate how to accelerate the adoption of service desk tools such as an end-user service portal for helpdesk services.
Sometimes these struggles are simply due to the fact that ”we have not done that before” – but necessity can drive ingenuity. Create a compelling reason for your end-users to adopt new ways of doing things. Simply telling them to go online to a portal is not compelling, but clearly demonstrating the value of such a change is. You can also encourage buy-in by opening communication channels so that end-users feel heard. This can include:
2. Knowledge Base Content Needs to be Good. If you are going to have a knowledge base, and if you are going to ask your Higher Education end-users to go there for answers, the content needs to be good. It is very important that it is peer reviewed, using folks in Information Technology as well as end-users. Putting the content on a cadence for review of relevance and accuracy and allowing for iterative/crowd-sourced feedback will help your service desk team provide more usable and reliable content. Follow the tips below:
3. Asset Management REALLY MATTERS. Information Technology professionals need to have a certain amount of information available in order to be effective on the service desk with project management in higher education. This is why having an integrated asset management platform as part of the service desk is critical – this way, you do not need to ask each end-user for key information, such as which version of Windows they are running or what is their laptop make & model. All of this is available to the service desk via an inventory system. Having the ability to perform asset discovery across a network takes this to another level completely.
It is helpful for service desk teams if they can manage configuration item records in asset applications. The three types of CIs are Assets, Services, and “Standalone” Configuration Items. Each type represents an instance of a CI, though they all support different functionality and store distinct information that is relevant to the type’s intended usage.
The records can be used to store information as needed, but these types were designed with the intended functionality:
These three configuration item types can be used to store all items an organization needs to operate while providing an outlet for others to request assistance when those items have issues. Further, relationships can be added between CIs to show any dependencies they may have (even across multiple asset applications). However, the real power of configuration management comes from association with tickets.
As we look forward, we expect that Information Technology professionals will not look back – the lessons learned from a rapid migration to online learning will stay. Learn more about how TeamDynamix supports project management in higher education today.
About TeamDynamix
TeamDynamix offers Service and Project Management together on a single cloud-based platform. TeamDynamix transforms IT from order taker to strategic innovator. Organizations in the public sector, education, enterprise, and healthcare leverage the solution to improve IT maturity, optimize resources, and deliver enhanced end-user service. TeamDynamix offers IT Service Management (ITSM), Project Portfolio Management (PPM), and Enterprise Service Management (ESM) together in one solution.
As the manufacturing industry continues to evolve to meet the accelerating needs of consumers and businesses many manufacturing IT leaders say they are focusing on
It’s not uncommon for organizations with successfully implemented IT Service Management (ITSM) strategies to explore expanding service management outside of just IT. In fact, it’s becoming more
Finding the right IT Service Management (ITSM) platform for your organization doesn’t have to be hard. While there are several vendors in the space, you can use
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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