To succeed in maturing your organization’s approach to IT Service Management (ITSM), you must bring together three key elements: people, processes and technology. Without any one of these, your attempts to scale and improve your service management delivery will fail. Cornell University is a great example of how you can optimize processes and bring in an enabling technology to get you there.
At Cornell University, Central IT staff were eager to move ahead with initiative to mature their IT offerings. This included plans to better enable self-service for students, faculty and staff, as well as use key performance indicators to improve their operations. However, they were running into an issue – the IT Service Management software they were using was holding them back.
Without the proper IT service management tool in place, it can be hard for organizations to achieve true ITSM maturity. That’s why it’s so important to make sure the ITSM system you chose is flexible enough to help you achieve both your short-term and long-term goals.
So what did Cornell do? They selected a new ITSM system that fit their needs.
“Our old tool had very sophisticated reporting, but you almost needed programming experience to be able to use it,” said Todd Maniscalco, assistant director for customer service and support within Cornell’s Central IT division. As a result, team members had to spend a lot of time building and scheduling reports that provided the kind of insight that leaders wanted.
The university also didn’t have an easy way to create self-service portals for students, faculty, and staff. Central IT maintained a knowledge base within Drupal, an open-source content management system, but there was no easy way to manage this information.
The university was looking for an IT and enterprise service management platform that was simple to use and included robust self-service capabilities that would allow IT staff to take customer service to a new level of maturity. That’s how they found TeamDynamix.
TeamDynamix has quickly become an indispensable tool for driving greater IT maturity campus-wide, which was a major goal behind adopting the system.
When trying to find the right ITSM solution for your organization it’s important to look at the platform as a core piece of your overall strategy – you need it to be able to grow and support things like Enterprise Service Management, self-service portals, etc. preferably without the need to code. You want to enable your citizen developers (those technically minded people outside of IT) across your organization in placed like HR and Marketing to be able to pick up this IT Service Management tool and spin up their own portals and workflows with automation.
Here are the key features and functionalities to look for when selection a new ITSM system:
Are you interested in getting more tips on ITSM and improving your IT maturity? You can download this free white paper from CIO.com and TeamDynamix, that explores industry best practices and the five pillars of ITSM maturity.
To read more about Cornell University’s experience improving their IT maturity with TeamDynamix visit: Customer Spotlight – Cornell University
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