3 Keys to Better IT Service Management
No matter your industry or size of business, efficient IT Service Management (ITSM) is crucial to maintaining productivity and operational stability in today’s digital world.
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As digital transformation initiatives take priority, many businesses and organizations are rethinking the role of project management. According to a recent article from Harvard Business Review, Gartner research has found that businesses are increasingly adopting agile development and project management models. They state that 44 percent of work is delivered through agile methods and 39 percent is delivered through product models.
In addition, traditional project management activities (validating requirements, maintaining scope, measuring benefits, etc.) are now in the domain of scrum and fusion teams. And recent technological advancements (think generative AI) mean many project manager-type tasks can be automated.
So what does this all mean? The article states that popular agile reference models – the Scrum Guide and SAFe Reference Guide specifically – omit the role of project manager completely. Yet, Gartner predicts that the project manager role is expected to be one of the fastest-growing project management office (PMO) roles across the next two to three years.
Much like the shifts happening within IT to address digital transformation – project management is starting its transformation. To stay ahead, Harvard Business Review recommends that project managers develop these 10 essential skills:
In addition to the essential skills, the article highlights three critical roles (as identified by Gartner research) that project managers can play in order to meet their business or organization’s future needs. Those roles are:
Project Portfolio Management (PPM) is a strategic framework that allows organizations to analyze and collectively manage a group of current or proposed projects based on numerous key characteristics. The primary goal of PPM is to determine the optimal mix and sequencing of proposed projects to best achieve the organization’s overall goals. When you use PPM (along with these trending project manager roles) you have a big impact on the success of project management and delivery.
This is especially true when you use a PPM tool that’s natively built into your critical IT infrastructure with your IT Service Management (ITSM) tool.
There are dozens or more project management tools out there, but only a select few tools bring service management and PPM together in one tool. There are many benefits to using an ITSM tool with PPM.
For example, sometimes service requests need to become projects – and projects often kick off a series of small IT service requests. This is why a single-platform approach to PPM and ITSM can be beneficial. With ITSM and PPM together on one platform, you can:
Combining ITSM and PPM allows users to have all relevant information in one place. Instead of switching between different pages or programs, everything you need can be right in front of you in a comprehensive, custom dashboard. This allows for a great amount of information to be at your fingertips, like:
Having this list of information readily available to aid in decision-making speeds up a variety of processes. For example, someone would be able to quickly identify where a bottleneck is occurring, or where excess capacity exists within the resource pool.
At Festival Foods they use TeamDynamix for ITSM and PPM with enterprise integration and automation (iPaaS). Having just one platform for both ITSM and PPM has greatly improved the lives of their IT technicians, “Before, they couldn’t customize what their desktop looked like,” Alex Turek, IT service desk manager, said. “They couldn’t get their own reporting or metrics. Now, the technicians make their own dashboards showing what they need to see. They can run their own reports. Metrics and key performance indicators are very easily set up, and these go to our leadership team automatically so leaders can see what we’re working on and what our pain points are.”
And now, there’s a process in place for projects too.
“Before, we had no project governance process,” Turek said. “It was very ad-hoc. Whoever could scream the loudest got the most IT resources. Finding a tool that also included PPM was huge.”
Managing projects and IT services within the same platform has brought significant benefits, leading to improved efficiency and accountability.
“Technicians can see their project work and their IT work in one space,” Turek says. “This means it’s easier to communicate and ensure follow-through. Project managers can assign tasks to my service desk team within the same dashboard they’re using to resolve tickets. Those pop right up, helping them be aware of all their tasks and priorities so they can easily meet their deadlines.”
Project Portfolio Management is an effective strategy for minimizing project delivery bottlenecks and enhancing business efficiency. By implementing PPM and future-proofing your project management roles, you can gain a competitive edge and drive growth.
To learn more about Project Portfolio Management, click here.
No matter your industry or size of business, efficient IT Service Management (ITSM) is crucial to maintaining productivity and operational stability in today’s digital world.
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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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