The Benefits of Having ITSM, PPM and iPaaS on a Single Platform for IT Leaders and CIOs
Anyone running an IT department knows it’s critical to ensure IT has the right tools in place to manage operations, projects, services and resources in
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.
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Organizations everywhere face challenges related to budget constraints, limited resources and increased demand for IT services. These bandwidth issues, rising requests and the ongoing use of disparate systems result in gaps in service and end-user dissatisfaction. So how can you fix it? To start, you want to look at your IT Service Management (ITSM) software and make sure the systems you’re using for service management fit the needs of your evolving organization.
In many cases, the shift towards more digital workspaces over the last few years has meant aging technology and infrastructure is struggling to keep pace. One solution is to take an enterprise integration hub like iPaaS (integration platform as a service) and use it to help spur workflows and automation between your aging systems and new tech.
In addition to iPaaS, many organizations are looking to move towards a single-platform approach to service management. Meaning IT, Facilities, Marketing, HR, etc. can all utilize the same platform for their IT and enterprise service needs. Imagine that instead of entering requests into different systems, there’s a single portal that the entire organization can use to make an initial request – perhaps an onboarding request for example. And once the request has been submitted, the ITSM system will parse out the tasks and assign the appropriate ones to the various departments, such as requesting equipment from IT, clearance from security, badge processing from facilities and benefits onboarding from human resources.
With a one-platform approach, IT teams can also benefit. Communication and transparency around the rollout of new software and servers, for example, get a boost with the one-platform approach as departments outside of IT can have controlled visibility into the project using the same platform.
Since early 2022, Shaner Hotel Group has used TeamDynamix to manage IT service for its 1,100 employees—and both employees and IT staff alike have noticed a huge difference.
With TeamDynamix, managers and employees have complete visibility into the status of support tickets and service requests that pertain to them. This openness has improved communication between IT staff and other company employees.
The hospitality company plans to use the platform to streamline workflows and manage tasks within its contracts and licensing, construction, human resources and procurement departments.
“With more employees working remotely, it’s much easier to have automated digital workflows for the management and fulfillment of projects and service requests,” Vice President and Chief Information Officer Steve Shala said —and TeamDynamix makes it easy to establish these.
By using an IT Service Management tool that includes integration and automation, you can free up your resources by automating the everyday, mundane tasks they usually 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 with your ITSM.
By combining iPaaS (integration platform as a service) with ITSM and Project Portfolio Management (PPM) on a single platform you can automate both complex and simple tasks, as well as connect disparate systems throughout your organization.
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 with ITSM can help reduce IT drain on an organization:
In addition to the one-platform approach and enterprise integration with iPaaS, there are a few other best practices you can follow to quickly improve your IT Service Management delivery.
Want to see how other organizations are improving their service management? Check out these TeamDynamix customer stories:
This article was originally posted in March 2021 and has been updated with new information.
Anyone running an IT department knows it’s critical to ensure IT has the right tools in place to manage operations, projects, services and resources in
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
For many IT leaders, the ever-evolving landscape of technology presents a unique set of challenges. One of the biggest service management concerns is how to
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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